Premium support is included in every Stackhero plan, at no extra cost. There is no support tier to buy, no response time to unlock, and no priority to pay for. Whether you run one instance on the smallest plan or a full stack on the largest, you get the same team and the same guarantees.
You reach the people who build and operate the platform. There is no first-level filter to get through before someone technical reads your message.
Your services are monitored around the clock. When an unavailability is detected, automated remediation runs immediately, and an on-call engineer is paged if it does not resolve the problem.
That happens whether or not you noticed, whether or not you opened a ticket, and whether it is a Tuesday afternoon or 4am on a public holiday. You do not have to staff an on-call rotation to keep a Stackhero service up.
Support covers the Stackhero platform: your instances, their configuration, the network, the backups, the updates, and anything that stops your service from running the way it should.
We also help with the software running on it whenever we can. If you are stuck on a configuration detail of your service, ask us: we will not send you back to the upstream project's issue tracker without trying first. The exact contractual perimeter is defined in the terms of service.
And if the dashboard does not expose an option you need, tell us. Extending the configuration page is how the platform grows, and most of what it offers today started as a customer asking for it.
Every service is covered by a 99.9% availability SLA, contractually, with financial compensation if we miss it. It is included in the price, on every plan, with nothing to sign up for and nothing to add to your bill.
Stackhero services are managed, so there is no SSH access, and that is the point: the operating system, its security patches, the service configuration, the TLS certificates, the firewall, the monitoring and the daily atomic backups are all handled by Stackhero.
Everything you would normally do over SSH is a supervised action in your dashboard, in one click: change the configuration, upgrade to a new version, resize the instance, open or close a port, restore a backup. You keep full access to the service itself, its admin console, its APIs and your data.
It is also one attack surface less: no SSH key to rotate, to leak or to brute-force.
More detail on how the atomic backup system works, and on the encryption used, is in the FAQ of any 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.