WebDisk Support: Standard, Premium and Enterprise – what you can expect at each level

WebDisk Blog · category: Cloud services · reading time: ~6 minutes

In brief:- WebDisk support comes in three levels – Standard, Premium and Enterprise – differing in the declared first response time (up to 12 and 8 business hours, and up to 2 hours), the scope of advisory support and whether we monitor your services proactively.- The ticketing system runs around the clock at every level; the phone – during the team's working hours, and in Enterprise through a separate hotline.- Support is not only about reacting to outages: we help before a migration, during it and after the environment goes live – and you can check service availability at any moment on the public status page.

Outages do not keep office hours. When you choose a cloud provider, you are therefore buying not only virtual machines and storage space – you are also buying a team that will pick up your ticket when something goes wrong, and an advisor who will help you make good decisions before anything goes wrong.

In this article we set out how WebDisk support works: what the levels are and how they really differ, which channels you can use to reach us, and what help you can count on at every stage of working with us – from the first conversation about migration to day-to-day operations. We are writing both for companies that are still comparing providers and for existing customers matching their support level to how critical their environment is.

How do the Standard, Premium and Enterprise levels differ?

Behind support at every level are the engineers who maintain our platform day to day – a ticket lands close to the people who know it from the inside. The differences concern three things: the first response time we declare, how broad the advisory scope is and how actively we monitor your services.

Standard is the basic support level. It is designed for customers who manage their infrastructure on their own and work efficiently with documentation and the knowledge base. The ticketing system accepts cases around the clock, and the declared first response time is up to 12 business hours. Standard does not include active monitoring of services by our team – you track the state of your environment yourself; we described how to do it well in the article on independent VM monitoring (watchdog).

Premium is for companies that expect a faster response and a partner to talk configuration with. We handle tickets with priority, with a declared first response time of up to 8 business hours, and beyond solving problems we advise on optimizing and scaling services. On top of that comes proactive monitoring of service availability and of the platform layer – servers and network – thanks to which we often know about an anomaly before it grows into an outage users can feel.

Enterprise was designed for environments in which downtime translates directly into business losses. The declared first response time is up to 2 hours, contact runs through a separate hotline for Enterprise customers, and monitoring works with immediate notification of irregularities. The scope goes beyond "fixing": it covers individual consultations, help with deployments and planning infrastructure development with a team that knows the specifics of your environment.

• Ticketing system – Standard: 24/7 · Premium: 24/7 · Enterprise: 24/7
• Phone – Standard: team's working hours · Premium: team's working hours · Enterprise: separate hotline
• First response time – Standard: up to 12 business hours · Premium: up to 8 business hours · Enterprise: up to 2 hours
• Advisory support – Standard: documentation and knowledge base · Premium: optimization and scaling · Enterprise: consultations and development planning
• Monitoring by WebDisk – Standard: – (self-managed) · Premium: proactive · Enterprise: proactive + immediate notifications
• Backups – Standard: weekly · Premium: daily, 7-day retention · Enterprise: daily, 30-day retention, restore on demand

Backups included in a support level are basic protection – we wrote about why a mature backup strategy needs more in the article Cloud backup – the foundation of modern IT security. You will always find the current description of the levels on the support page.

How do you contact WebDisk support?

The primary channel is the ticketing system at support.webdisk.io – available around the clock, regardless of the support level. Every ticket receives a number, a priority and a full history. The response time counts from the moment the ticket is registered in the system – that is how the public SLA document defines it – which is why it is worth following up a case started by phone with a ticket.

The remaining contact routes:

• e-mail – support@webdisk.io for technical matters, sales@webdisk.io for choosing services and quotations, office@webdisk.io for formal and billing matters;
• phone – during the team's working hours (current hours are given on the support page); Enterprise customers have a separate hotline;
• status page – before you report a problem, it is worth looking at status.webdisk.io: a public view of the availability of our services, measured independently, from outside our infrastructure – it shows the state also when the problem concerns the platform itself.

Support along the timeline: before the migration, during it and after go-live

Before the migration. It all starts with a conversation: which workloads you are moving, what your availability and data requirements are, which support level makes sense. Write to sales@webdisk.io – we will talk about your scenario. For those migrating from VMware we recommend a separate guide: migration from VMware to WebDisk Cloud.

During the migration. At the Standard level you migrate on your own, with documentation and the ticketing system in the background. At the Premium and Enterprise levels you can count on advice on configuring services and planning the order in which systems are moved – so that the migration window is as short as possible.

After go-live. Everyday work begins: tickets and questions through the ticketing system, proactive monitoring at the higher levels, and in Enterprise – regular conversations about developing the environment. We announce planned work on our side at least 12 hours in advance and, as a rule, carry it out at night (23:00–6:00); the exception is urgent intervention where the risk of failure is elevated – the rules are described in the public SLA document.

What does WebDisk guarantee, and what stays on your side?

To make this article more than a brochure, let us spell out the limits:

• Response time is not repair time. The response time counts from the registration of a ticket to the first reply from the support team; the resolution time depends on the nature of the problem. The availability guarantees for IaaS and SaaS services (99.95% per year) and the rules on compensation are described in the public SLA – we do not promise anything on the blog that is not in the document.
• On Standard, monitoring is on your side. This is a deliberate trade-off: a lower cost in exchange for self-reliance. If your environment cannot wait until you notice a problem yourself – that is a sign that you need a level with proactive monitoring.
• In the IaaS model the responsibility boundary runs at the virtual machine. We are responsible for the platform and its availability; the operating systems and applications inside your machines remain in your hands – support will advise, but it will not replace the administrator of your systems.

Frequently asked questions

What is the WebDisk support response time at each level? The declared first response time is up to 12 business hours at the Standard level, up to 8 business hours at the Premium level and up to 2 hours at the Enterprise level. The time counts from the moment the ticket is registered in the system, and the ticketing system itself accepts cases around the clock at every level.

How does response time differ from repair time? The response time counts from the registration of a ticket to the first reply from the support team; the resolution time depends on the nature of the problem. The service availability guarantees (99.95% per year) and the rules on compensation are described in the public SLA document.

How do I report an outage in the middle of the night? Through the ticketing system at support.webdisk.io – it accepts cases around the clock at every support level. Enterprise customers can additionally use the separate hotline.

How do I know whether the problem is on my side or on the platform's side? Start with status.webdisk.io – if the platform services are working, check your own environment. If in doubt, simply open a ticket – establishing the cause is our job, not yours.

Which level should I choose? A simple rule: a test environment or an experiment – Standard is enough; production whose downtime means measurable losses – consider Premium; critical systems whose downtime brings the company to a standstill – let us talk about Enterprise.

Does support also cover Kubernetes? Yes – support also covers managed Kubernetes clusters. You will find the details of the offer on the Kubernetes at WebDisk page, and a broader discussion – in a separate article.

Summary

Three support levels are three answers to how critical an environment is: Standard for the self-reliant, Premium for companies expecting a fast response and advice, Enterprise for systems that cannot wait. There is one common denominator: a round-the-clock ticketing system, a public SLA and engineers who know the platform from the inside, because they maintain it every day. We write about how this philosophy plays out in the day-to-day handling of tickets in a separate article on customer support.

Not sure which level fits your environment? Write to us – we will help match the option to your scenario.