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Compare Support Plans

Get started with our Standard Support Plan.

Standard Support
Free
Premium Support
$199 per month
Professional Services
$85/hr (10-hr block) / $125 PAYG
One-time Support
$19.99/day

Services

Availability

10am – 6pm (Local)

24 x 7

Customer Service

24×7 Billing & Subscription Support

24×7 Support Officers

24×7 L3/L4 Engineers & Product Managers

Product Team (24-hr window)

Dedicated TAM

Included

Active Day Only

Communication Channels

Chat & Email

Chat, Email & GMeet

Chat, Email, GMeet & WhatsApp

Chat, Email & GMeet

Training & Calls

Limited / None

2 Sessions / Month

Included (Setup & Config)

1–2 Sessions / Day

Extra Call Overage

N/A

$50 for 2 Extra calls

N/A

$50 for 2 Extra calls

Account Review

Quarterly

Monthly

Bi-Weekly

Active Day Only

SLA Scope

Technical Incidents Only

Technical + Advisory

Technical + Limited Advisory

SLA Severity

Severe (L4) Service outage / critical delivery failure

12 Hours

2 - 4 Hours

30 mins - 2 Hours

High (L3) Major functionality impacted

12 - 24 Hours

4 - 6 Hours

Medium (L2) Partial impact / workaround available

24 - 48 Hours

6 - 12 Hours

Low (L1) Minor issue / general inquiry

48 - 72 Hours

12 - 24 Hours

Architecture & Advisory Scope

Documentation & Self-Help

Included

Dedicated

Included

High-level Best Practices (Non-SLA)

Included (Non-SLA)

Included

Active Day Only

Use-case Guidance (CMS / Traffic / Cache)

SLA-Backed

Limited

Customized Architecture / Design

Included

Dedicated Engineering Engagement

Included

Terms and Conditions

Business Hours: Monday–Friday, 10:00 AM – 6:00 PM Delaware (USA) local time, excluding holidays.
Trial Usage: Trials are not recommended for production workloads
SLA Applicability: SLA response times apply only to technical incidents (service disruption, delivery failure, configuration errors)
Advisory & Information Requests: Best-practice guidance, architecture recommendations, CMS-specific tuning, traffic spike planning, onboarding design, and security posture reviews are not covered under SLA unless engaged via Professional Services.
Third-Party Services: Issues related to third-party software, applications, or custom development are not covered under SLA.
Severity Classification: Ticket priority is selected by the customer and validated by 5centsCDN during triage.
Premium Support & One-Time session is limited to 1hr, addl sessions can be purchased.

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