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Email or online ticketing support
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Yes
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Support response times
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24 - 48 Hours response time
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User can manage status and priority of support tickets
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Yes
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Online ticketing support accessibility
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WCAG 2.2 AA
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Phone support
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Yes
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Phone support availability
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9 to 5 (UK time), 7 days a week
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Web chat support
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No
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Support levels
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The maintenance service tiers are structured to support different levels of usage and complexity. The Basic tier provides 6 hours per quarter, 4 updates per year, and includes essential services such as Package Manager, Connect, SPD, Workbench, up to 3 public-facing services, maintenance via SSH, local sources, up to 10 Workbench users, Posit Basic license, and authentication via Local/SAML/LDAP. The Standard (Team) tier offers 9 hours per quarter with 4 updates per year across multiple environments (staging/production) and adds features like a staging server, PPM git-builders, 3rd party VPN and database drivers, RedHat OS support, individual management accounts for up to 100 developers, Posit Advanced license, and client-requested monitoring and security tools. The Enterprise tier provides 15 hours per quarter with 4–12 updates per year, focusing on high availability and scalability, including Kubernetes launcher, integrated logging and monitoring, client-provided laptops, custom web proxy, multiple staging environments, SMB/NFS/CIFS support, out-of-hours maintenance, managed SFTP/NFS services, Ubuntu Pro/USG, proxied authentication, integration with Spark/Databricks, zero-downtime deployments, rapid CVE responses, HIPAA/CE/CIS compliance, auto-scaling, complete Kubernetes deployment, and true audit logs, making it suitable for large teams and mission-critical operations.