AvaCloud Support Tiers

Overview

AvaCloud is a fully managed blockchain platform that includes comprehensive client support services. We offer multiple support tiers to meet a variety of user needs, each providing different levels of assistance and response, as detailed below.

Starter Tier

For agile developers and small teams who prefer self-service management.

  • Support Access:
    • Self-service documentation
    • Community support
  • Consultation:
    • 1 pre-deployment consult
  • Support Channel:
    • Ticket submission via email or chatbox
  • SLA:
    • Support response: best effort
    • Incident response: 10 minutes
  • Uptime Guarantee with all validators created and managed by AvaCloud:
    • 99.95%, with a minimum of 10 validators
    • 99.5%, with a minimum of 8 validators
    • 99%, with a minimum of 5 validators
  • Maintenance Window Lead Time:
    • 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 occurring about one month from announcement to Mainnet activation. AvaCloud will provide maintenance window lead time on Testnet for at least 5 business days, and a similar Mainnet deployment notice and activation will follow, based on the schedule set by the Avalanche Foundation.
    • Critical incident and security deployments may occur with shorter lead time, based on the severity and urgency of the update.
  • Best for developers who can self-manage

Pro Tier

Ideal for teams seeking more support and regular consultation throughout deployment and maintenance.

  • Support Access:
    • Consultations every two weeks (bi-weekly)
    • Dedicated channel with specialists
    • Ticketed support available via dedicated channel and email/chatbox
    • Coverage: regional time zone coverage, Monday to Friday: 9:00 AM to 5:00 PM (Local Time)
  • SLA:
    • Support response: 1 business day
    • Incident response: 10 minutes
  • Additions:
    • Quarterly health check
    • Roadmap Q&A session
    • Access to engineering dashboards to gain insight into all operational parameters of the network.
    • Access to management escalation paths
  • Uptime Guarantee with all validators created and managed by AvaCloud:
    • 99.95%, with a minimum of 10 validators
    • 99.5%, with a minimum of 8 validators
    • 99%, with a minimum of 5 validators
  • Maintenance Window Lead Time:
    • 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 occurring about one month from announcement to Mainnet activation. AvaCloud will provide maintenance window lead time on Testnet for at least 5 business days, and a similar Mainnet deployment notice and activation will follow, based on the schedule set by the Avalanche Foundation.
    • Critical incident and security deployments may occur with shorter lead time, based on the severity and urgency of the update.
  • Best for teams needing reliable guidance and faster response times

Enterprise Tier

For large teams requiring high uptime, reliability, and live support.

  • Support Access:
    • Weekly (and ad-hoc as needed) consults
    • 2 dedicated specialists
    • Coverage: global time zone
  • Reporting:
    • Incident retrospectives & mitigation
  • SLA:
    • Support response: 4 hours
    • Incident response: 10 minutes
  • Additions:
    • Integration support
    • Quarterly business review
    • Access to engineering dashboards to gain insight into all operational parameters of the network.
    • Access to management escalation paths
  • Uptime Guarantee with all validators created and managed by AvaCloud:
    • 99.95%, with a minimum of 10 validators
    • 99.5%, with a minimum of 8 validators
    • 99%, with a minimum of 5 validators
  • Maintenance Window Lead Time:
    • 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 occurring about one month from announcement to Mainnet activation. AvaCloud will provide maintenance window lead time on Testnet for at least 5 business days, and a similar Mainnet deployment notice and activation will follow, based on the schedule set by the Avalanche Foundation.
    • Critical incident and security deployments may occur with shorter lead time, based on the severity and urgency of the update.
  • Best for mission-critical applications where downtime is not an option

Enterprise Plus Tier

The highest level of management, responsiveness, and support—ideal for mission-critical, global-scale teams.

  • Includes Everything from Enterprise, Plus:
    • Dedicated Project Manager
    • Cross-team coordination
    • Full AvaCloud team involvement
  • Extras:
    • Global, white-glove onboarding
    • Custom performance tuning
    • Private testnets
  • SLA:
    • Support response: 1 hour
    • Incident response: 10 minutes
  • Additions:
    • Custom runbooks & upgrade planning
    • Roadmap influence
    • Executive business reviews
  • Best for:
    • 24/7 partnership for global-scale apps

If you need more help, explore our other articles or reach out to our support team via chat or email [email protected]. All examples provided are for demonstration purposes only.

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