Support & SLA
Every WAYSCloud account includes standard support at no cost. Upgrade for faster response times, extended hours, SLA guarantees, and dedicated assistance.
What this is
WAYSCloud Support provides technical assistance for all platform services. Standard support is included with every account. Paid plans add guaranteed response times, extended support hours, priority queue access, and for enterprise and managed plans — 24/7 availability with incident postmortems.
Support is accessed through the dashboard at my.wayscloud.services/support. All interactions are tracked with full audit trail.
Standard Support — Free
Included with every WAYSCloud account at no additional cost.
- Hours: Business hours (09:00–17:00 CET, weekdays)
- Channels: Email, dashboard
- Severity: P3 and P4
Priority Support — 29 €/mo
Faster response and higher queue priority for teams that need reliable turnaround.
- Hours: Business hours (09:00–17:00 CET, weekdays)
- Channels: Email, dashboard, chat
- Severity: Up to P2
- Priority queue: Yes
| Severity | Target response time |
|---|---|
| P2 (High) | 4 hours |
| P3 (Medium) | 8 hours |
| P4 (Low) | 24 hours |
Business SLA — 119 €/mo
SLA-backed support for production workloads. Extended hours and guaranteed response times.
- Hours: 07:00–22:00 CET, every day
- Channels: Email, dashboard, chat
- Severity: Up to P2
- SLA guarantee: Yes
- Priority queue: Yes
| Severity | Guaranteed response time |
|---|---|
| P1 (Critical) | 1 hour |
| P2 (High) | 4 hours |
| P3 (Medium) | 8 hours |
| P4 (Low) | 24 hours |
Enterprise SLA — 449 €/mo
24/7 support with critical severity access and incident postmortems.
- Hours: 24/7
- Channels: Email, dashboard, chat, phone escalation
- Severity: Up to P1
- 24/7 support: Yes
- SLA guarantee: Yes
- Priority queue: Yes
- Incident postmortem: Yes
- Critical severity access: Yes
| Severity | Guaranteed response time |
|---|---|
| P1 (Critical) | 30 minutes |
| P2 (High) | 1 hour |
| P3 (Medium) | 4 hours |
| P4 (Low) | 24 hours |
Managed Cloud Support — 899 €/mo
Dedicated support team with operational assistance. Architecture reviews, migration support, and proactive monitoring.
- Hours: 24/7
- Channels: Email, dashboard, chat, phone, dedicated Slack channel
- Severity: Up to P1
- 24/7 support: Yes
- SLA guarantee: Yes
- Priority queue: Yes
- Incident postmortem: Yes
- Critical severity access: Yes
- Operational assistance: Yes
| Severity | Guaranteed response time |
|---|---|
| P1 (Critical) | 15 minutes |
| P2 (High) | 30 minutes |
| P3 (Medium) | 2 hours |
| P4 (Low) | 8 hours |
Comparison
| Standard | Priority | Business | Enterprise | Managed | |
|---|---|---|---|---|---|
| Price | Free | 29 €/mo | 119 €/mo | 449 €/mo | 899 €/mo |
| Hours | Business hours (09:00–17:00 CET | Business hours (09:00–17:00 CET | 07:00–22:00 CET | 24/7 | 24/7 |
| P1 response | — | — | 1 hour | 30 minutes | 15 minutes |
| P2 response | — | 4 hours | 4 hours | 1 hour | 30 minutes |
| SLA guarantee | — | — | ✓ | ✓ | ✓ |
| Priority queue | — | ✓ | ✓ | ✓ | ✓ |
| 24/7 | — | — | — | ✓ | ✓ |
| Postmortem | — | — | — | ✓ | ✓ |
| Ops assistance | — | — | — | — | ✓ |
Severity levels
| Severity | Description | Example |
|---|---|---|
| P1 — Critical | Service down, no workaround | Production database unreachable, all VPS offline |
| P2 — High | Major feature impacted, workaround exists | Backup failures, degraded performance |
| P3 — Medium | Minor feature issue | Dashboard display error, non-critical API issue |
| P4 — Low | Question or feature request | How-to questions, enhancement suggestions |
P1 severity is available on Enterprise and Managed plans only.
How to get support
- Log in to my.wayscloud.services
- Click Support in the sidebar
- Create a new ticket — select severity and topic
- Your plan determines available severity levels and response times
Upgrading
Change your support plan at any time from the dashboard under Account → Support Plan. Upgrades take effect immediately. Downgrades apply at the next billing cycle.
Next steps
- Getting Started — set up your first resources
- Security — security practices and compliance
- Billing — understand billing and invoices