Premium support is included with every Stackhero plan, at no additional cost. There are no support tiers to purchase, no response times to unlock, and no priority levels to pay for. Whether you are running a single instance on the smallest plan or a full stack on the largest, you benefit from the same team and the same guarantees.
You communicate directly with the people who develop and operate the platform. There is no first-level filter before a technical expert reads your message.
Your services are monitored continuously. When an outage is detected, automated remediation is triggered immediately, and an on-call engineer is alerted if the issue is not resolved.
This happens whether or not you have noticed, whether or not you have opened a ticket, and whether it is a Tuesday afternoon or 4am on a public holiday. You do not need to maintain your own on-call rotation to keep a Stackhero service running.
Support covers the Stackhero platform: your instances, their configuration, the network, backups, updates, and anything that prevents your service from running as it should.
We also assist with the software running on your service whenever possible. If you are stuck on a configuration detail, contact us: we will not simply refer you to the upstream project's issue tracker without first trying to help. The exact contractual scope is defined in the terms of service.
And if the dashboard does not offer an option you need, let us know. Enhancing the configuration page is how the platform evolves, and most of what is available today started as a customer request.
Every service is covered by a 99.9% availability SLA, contractually, with financial compensation if we do not meet it. It is included in the price, on every plan, with no registration required and nothing extra to pay.
Stackhero services are managed, so there is no SSH access—and that is by design: the operating system, its security patches, service configuration, TLS certificates, firewall, monitoring, and daily atomic backups are all handled by Stackhero.
Everything you would normally do over SSH becomes a supervised action in your dashboard, in a single click: change configuration, upgrade to a new version, resize the instance, open or close a port, restore a backup. You retain full access to the service itself, its admin console, its APIs, and your data.
It is also one less attack surface: no SSH key to rotate, expose, or protect against brute-force attacks.
More details on how the atomic backup system works, and on the encryption used, can be found in the FAQ on each service page.
Stackhero is ISO 27001 certified, audited annually by an independent external body. See the certifications page for the current certificate, and the GDPR page for the Data Processing Agreement.