AvaCloud Support Tiers
Overview
AvaCloud is a fully managed blockchain platform that includes comprehensive client support services. Four support tiers — Starter, Pro, Pro+, and Enterprise — offer progressively faster response targets, broader coverage, and deeper engineering engagement. The table below compares them side by side; response targets are defined per issue severity level so it is always clear which target applies to a given issue.
Tier Comparison
| Starter | Pro | Pro+ | Enterprise | |
|---|---|---|---|---|
| COMMERCIAL | ||||
| Price | Included in Starter plan | Included in Pro plan | Contact sales | Contact sales |
| RESPONSE TARGETS | ||||
| P1 — Critical | 2 hours | 2 hours | 1 hour | 30 minutes |
| P2 — High | 4 hours | 4 hours | 2 hours | 1 hour |
| P3 — Medium | 1 business day | 1 business day | 4 hours | 2 hours |
| P4 — Low | Best effort | Best effort | 1 business day | 4 hours |
| Incident detection & acknowledgement | 10 minutes | 10 minutes | 10 minutes | 10 minutes |
| ACCESS & COVERAGE | ||||
| Support channel | Email / ticketing | Email / ticketing | Dedicated Slack channel | Dedicated Slack channel |
| Coverage | Business hours | Business hours | Regional, M–F 9:00–17:00 local | Global |
| Consultations | Pre-deployment only | Optional monthly | Bi-weekly | Weekly + ad hoc |
| Dedicated specialists | — | — | 1 shared | From 2 dedicated |
| ENGINEERING ENGAGEMENT | ||||
| Engineering advisory | — | — | Architecture review on request | Proactive performance review |
| Load testing | Self-serve guidance | Advisory + recommendation | Advisory + recommendation | AvaCloud runs load tests, plus visualization tool access |
| Mainnet readiness | Checklist access | Readiness call | Readiness call | Full readiness program |
| Engineering dashboards | — | Reported by AvaCloud | Read access | Direct access |
| REVIEWS & ASSURANCE | ||||
| Health check | — | Quarterly | Quarterly | Monthly |
| Business review | — | — | — | Quarterly |
| Uptime SLA | 99%–99.95% by validator count | 99%–99.95% by validator count | 99%–99.95% by validator count | 99.95% minimum with 10 validators |
Issue Severity Classification
These four severity levels apply across all tiers. Severity is assigned to an issue by AvaCloud on intake and determines which response target in the tier comparison applies.
| Severity | Definition | Example |
|---|---|---|
| P1 — Critical | Network down, validators unreachable, complete loss of service. | Chain not producing blocks. |
| P2 — High | Significant degradation, or a major feature unavailable. | RPC endpoints returning errors; >50% validator failure. |
| P3 — Medium | Partial degradation with a workaround available. | Explorer down; a single validator offline. |
| P4 — Low | General questions, configuration guidance, documentation. | How-to questions; billing. |
Choosing a Tier
Starter
Best for developers and small teams who can self-manage. Choose Starter if you are prototyping, running a testnet, or operating a network where an outage is inconvenient rather than costly — you get documentation, community support, and a ticket queue, and you handle day-to-day operations yourself. The one pre-deployment consult and the mainnet readiness checklist are there to get you launched; after that you are driving.
Pro
Best for teams that want scheduled guidance and visibility without a live channel. Choose Pro if your network is in production but not yet business-critical, and the questions you have are the kind that can wait for a monthly consult or a ticket reply. The quarterly health check, roadmap Q&A, and AvaCloud-reported operational metrics give you an outside read on how the network is running — useful when you have no dedicated infrastructure staff.
Pro+
Best for production networks that need fast answers from a named team. Choose Pro+ at the point where waiting a business day for a P3 answer starts costing you — you get a dedicated Slack channel, a shared specialist who knows your architecture, and P1 response inside an hour. This is also the first tier with architecture review on request and a flat 99.95% uptime SLA that does not depend on validator count, which matters if you are running a lean validator set.
Enterprise
Best for global-scale applications with a 24/7 operational profile. Choose Enterprise when downtime has direct revenue or regulatory consequences and your users are not confined to one time zone. Beyond the 30-minute P1 target and global coverage, the difference is that AvaCloud works ahead of your incidents rather than behind them: proactive performance review, AvaCloud-run load tests, a full mainnet readiness program, custom runbooks, and quarterly business reviews with named specialists who carry context between them.
Uptime Guarantee
Uptime guarantees apply to networks where all validators are created and managed by AvaCloud.
Starter and Pro — guarantee scales with validator count:
- 99.95% with a minimum of 10 validators
- 99.5% with a minimum of 8 validators
- 99% with a minimum of 5 validators
Pro+ and Enterprise — a flat 99.95% guarantee, which is a minimum on Enterprise.
Maintenance Windows
Maintenance window lead times are the same on every tier.
- Minor, non-breaking changes: 5 business days (one calendar week) lead time.
- Major, breaking changes and mandatory upgrades: the timeline is set by the Avalanche Foundation, typically about one month from announcement to Mainnet activation. AvaCloud provides at least 5 business days of lead time on Testnet, followed by a similar Mainnet deployment notice and activation on the Foundation’s schedule.
- Critical incident and security deployments may occur with shorter lead time, based on the severity and urgency of the update.
If you need more help, explore our other articles or reach out to our support team via chat or email support@avacloud.io. All examples provided are for demonstration purposes only.
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