Support Levels
Choose the support level that best fits your operation
Standard
Included with all plans
- Tickets and email
- Mon-Fri business hours (UTC-3)
- Response within 8 business hours
- Monitoring every 5 minutes
- Knowledge base
Ideal for non-critical environments for clients who can work autonomously.
View PlansEnterprise
For mission-critical operations
- 24/7/365 support
- Multichannel: ticket, email, phone, video call
- SLA with guaranteed response times
- Monitoring every 1 minute
- Dedicated account manager
- Priority escalation
Ideal for production and critical environments that require immediate response.
Contact SalesDetailed comparison
| Detailed comparison | Standard | Enterprise |
|---|---|---|
| Support | ||
| Contact channels | Ticket and email | Ticket, email, phone, video call |
| Availability | Mon-Fri business hours (UTC-3) | 24/7/365 |
| First response time | Up to 8 business hours | SLA with guaranteed times |
| Escalation | Normal | Priority |
| Dedicated account manager | — | |
| Included in both levels | ||
| Service monitoring | Every 5 minutes | Every 1 minute |
| Infrastructure incident intervention | ||
| Knowledge base | ||
| Client panel | ||
| DDoS Protection | ||
Frequently asked questions
What does Standard support include?
Standard support is included at no additional cost with all Waugi plans. It includes ticket and email support Monday through Friday during business hours (UTC-3), with a first response within 8 business hours. Additionally, all services are automatically monitored every 5 minutes.
When should I get Enterprise support?
Enterprise support is ideal if your operation cannot afford downtime. It includes 24/7/365 support through multiple channels, SLA-guaranteed response times, monitoring every 1 minute, and a dedicated account manager. Contact us to create a custom plan.
How do I open a support ticket?
You can open a ticket from the client panel or by sending an email to [email protected]. Our team will receive your inquiry and respond within the established times according to your support level.
Not sure which level you need?
Contact us and we'll help you choose the right support for your operation.
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