Pricing and Support Comparison
| Basic | Pro | Premium | |
|---|---|---|---|
| Price | Included (free) | 10% of Annual Spend | 20% of Annual Spend |
| Recommended if | You are developing or testing MacStadium out. | Extra support for growing businesses with mission-critical workflows. | MacStadium is essential to your business. Partner with us. |
| Support hours | 9am–5pm in the Data Center TZ | 24 x 7 | 24 x 7 |
| Support channel | Email, Portal | Email, Portal, Scheduled Phone Support (weekdays, 9–5pm) | Email, Portal, Scheduled Phone Support (weekdays, 9–5pm), and Dedicated Slack Channel |
| Professional services* | — | 5 hours/year to support onboarding or other updates. Additional service packages available for purchase. | 15 hours/year to support onboarding or other updates. Additional service packages available for purchase. |
| Business Impact / First Response Time | General usage question: <2 business days Environment Impacted: <1 business day | General usage question: <48 hours Marginal impact: <24 hours Major impact: <4 hours Environment down/inaccessible: <1 hour | General usage question: <48 hours Marginal impact: <24 hours Major impact: <2 hours Environment down/inaccessible: <30 minutes |
| Security and Service Agreements | Access to Online Trust Center | Access to Online Trust Center Customized MSA/DPA Annual vendor security questionnaire | Access to Online Trust Center Customized MSA/DPA Annual vendor security questionnaire Participation in customer’s audit or tabletop exercises (up to 4 hours annually) |
| Knowledge Base Access | ✓ | ✓ | ✓ |
| Online Trust Center Access | ✓ | ✓ | ✓ |
| Scheduled Phone Support** | ✗ | ✓ | ✓ |
| Maintenance on Nights/Weekends*** | ✗ | ✗ | ✓ |
| Dedicated Slack Channel for Support | ✗ | ✗ | ✓ |
Notes
- *Scheduled phone support : MacStadium’s support team is available for a phone call scheduled during EU and US working hours on weekdays from 9am-5pm. Applies to non-emergency calls scheduled via Calendly booking link in an open support ticket.
- **Maintenance on nights/weekends: Customers on a Premium plan may request an alternative maintenance window to occur on nights and/or weekends instead of during US or EU working hours.