heata provides tiered support options to match the mission-criticality of your CI/CD pipelines.
We offer three levels of support to ensure you have the right coverage for your team.
Feature
Standard
Priority
Enterprise
Monthly Cost
Included
£500 per month
£1,000 per month
Primary Channels
Email, Ticketing
Email, Ticketing, Slack
Email, Ticketing, Slack, Phone
Technical Review
Self service
Annual Review
Quarterly Review
SLA Credit
No
Yes
Yes
To help your team set internal expectations, we use a standardised priority matrix.
Priority
Standard
Priority
Enterprise
P1:
Runners Offline
8 hours
2 hours
30 mins
P2:
Significant performance issue
12 hours
4 hours
2 hours
P3:
General
technical issue
24 hours
12 hours
8 hours
P4:
Feature requests
48 hours
24 hours
12 hours
Our uptime and capacity commitments are rigorously defined to ensure your pipelines remain operational. If we fail to meet these standards, Priority and Enterprise customers are eligible for Service Credits.
Uptime & Capacity Targets
Access Node Uptime: We guarantee a monthly uptime of >99.9% for cloud-based Access Nodes.
Compute Node Committed Capacity: We guarantee a Committed Capacity of >99.5% per job cluster.
Service Credit Schedule
If uptime or capacity falls below our guaranteed thresholds, credits are applied to your next billing cycle as follows:
Access Node Uptime Credits:< 99.5% Uptime: 10% Service Credit
< 99.0% Uptime: 25% Service Credit
< 95.0% Uptime: 100% Service Credit
Compute Node Uptime Credits:
< 99.0% Capacity: 10% Service Credit
< 95.0% Capacity: 25% Service Credit
< 90.0% Capacity: 100% Service Credit
To learn more about how our SLA works, see
here.
