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Overview#

Stakater provides structured, enterprise-grade support for all Stakater products and managed services.

Support Plans#

Stakater offers two support plans:

Standard#

Business-hours support designed for development environments, non-critical workloads, and cost-sensitive operations.

Premium#

24x7 support with priority handling, structured escalation, and proactive engagement — designed for production and business-critical workloads.

Each plan defines:

  • Support coverage window
  • Response time targets
  • Escalation model
  • Level of operational engagement

Full details are available in Support Plans & SLA.

Consistent Severity Model#

All Stakater products follow the same severity framework:

  • P1 – Critical
  • P2 – High
  • P3 – Medium
  • P4 – Low

Severity is based on business impact and determines response targets and escalation paths.

See Severity & Response Framework for detailed definitions.

How We Handle Incidents#

Support is delivered by engineers with direct platform and product expertise.

Our process includes:

  • Structured ticket intake
  • Clear severity classification
  • Defined response targets
  • Escalation based on impact
  • Transparent communication during critical incidents

Premium support includes priority queue handling and structured escalation paths.

See Incident Management Process for more information.

Scope of Support#

Stakater support focuses on:

  • Incident investigation and remediation
  • Product and platform troubleshooting
  • Configuration guidance
  • Operational best practices

Support does not replace professional services or custom development engagements.

See Service Scope & Responsibilities for details.

Getting Started#

All support requests are submitted via the Support Portal to ensure proper tracking and SLA compliance.

To request support, visit: 👉 https://stakater-cloud.atlassian.net/servicedesk/customer/portals

For guidance on what information to include when opening a ticket, see How to Request Support.

Frequently Asked Questions#

For common questions regarding:

  • Business-hours limitations
  • Response vs resolution time
  • Severity adjustments
  • Premium vs Standard differences

Please refer to the FAQ page.