| Essentials | Advanced | Enterprise | |
|---|---|---|---|
| 24/7 support availability | |||
| Service request response time | < 4 hours | < 1 hour | < 10 mins |
| Incident response time | < 2 hours | < 30 mins | < 5 mins |
| Prioritized during incidents* |
Always available
UpCloud’s in-house support team is what makes us different from other cloud providers – our team operates on three key principles of reliability, performance, and great service culture.
Our support specialists are a highly trained, diverse team of engineers working from across the world and using the follow-the-sun model.
Far, Senior Product Support Engineer
24/7 engineering-level support at your service
Experience rapid, expert assistance whenever you need it. Our dedicated team of support engineers is always ready to troubleshoot, debug, and answer your technical queries, ensuring your peace of mind with top-tier security and service that goes above and beyond.
Get in touch with our technical support team 24/7/365 using our Live Chat on the UpCloud Control Panel or by emailing us at [email protected].
Availability and guaranteed support times
Our global customer support team keeps watch every hour of every day, with fast response times no matter the tier.
*In the event of an incident, we will prioritise service recovery.
In-house technical support channels
Reach us the way you prefer and get straight to the people who can solve your issue.
| Essentials | Advanced | Enterprise | |
|---|---|---|---|
| Email support | |||
| Live chat support |
Support team
Get rock-solid support around the clock from our technical support team.
| Essentials | Advanced | Enterprise | |
|---|---|---|---|
| Technical support | |||
| Priority support queue | |||
| Dedicated support members | |||
| Customer Success Manager |
Reporting
Have a clear view of everything that affects your service.
| Essentials | Advanced | Enterprise | |
|---|---|---|---|
| Maintenance information | Status page | Status page | Status page and direct email |
| Consumption analytics | |||
| Account audit logs |
Additional benefits
Check out some additional benefits that come with our services.
| Essentials | Advanced | Enterprise | |
|---|---|---|---|
| SLA 99.999% | |||
| Two-factor authentication | |||
| Free daily backups | |||
| Zero-cost egress | |||
| Priority on feature requests |
Upgrade your support plan
Looking to upgrade your support plan? Interested in learning more about our service tiers?
Need help?
Customers can connect with our technical support team 24/7/365 via our Live Chat at their UpCloud Control Panel or by emailing us at [email protected].
For abuse related issues contact [email protected].
