> ## Documentation Index
> Fetch the complete documentation index at: https://docs.macstadium.com/llms.txt
> Use this file to discover all available pages before exploring further.

# MacStadium Support Tiers

> MacStadium offers Basic, Pro, and Premium support. See response time SLAs, support hours, and what's included in professional services before you decide.

### 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<br />Environment Impacted: \<1 business day | General usage question: \<48 hours<br />Marginal impact: \<24 hours<br />Major impact: \<4 hours<br />Environment down/inaccessible: \<1 hour | General usage question: \<48 hours<br />Marginal impact: \<24 hours<br />Major impact: \<2 hours<br />Environment down/inaccessible: \<30 minutes                                     |
| **Security and Service Agreements**       | Access to Online Trust Center                                                         | Access to Online Trust Center<br />Customized MSA/DPA<br />Annual vendor security questionnaire                                               | Access to Online Trust Center<br />Customized MSA/DPA<br />Annual vendor security questionnaire<br />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.