Full production support and on-demand DevOps services

Services Included

• Production support with 24/7 access to Release support engineers via Slack and email. Guaranteed response times as indicated below.
• Dedicated Solutions Architect
• Release secondary monitoring of production Kubernetes clusters created by Release (Release NOC)
• Up to 4 hours/month of general guidance on architecture/design and DevOps support. Time above 4 hours will be billed at $150/hour.
• 99.9% uptime SLA of Release services. This is not a guarantee of the customer's application uptime, just services available on releasehub.com. Despite the foregoing, the Release services shall not be considered unavailable or constructively unavailable, and the following shall not be considered when calculation total Uptime: any downtime (i) for planned maintenance or unplanned emergency maintenance; (ii) due to force majeure events; (iii) any breach of customer’s obligations; or (iv) any other cause that is not the result of a failure by Release or its third-party host provider. Customer's sole and exclusive remedy, and Release’s entire liability, in connection with Release service availability shall be that for each period of downtime lasting longer than one hour, Release will credit customer 5% of service fees for each period of 60 minutes or more consecutive minutes of downtime; provided that no more than one such credit will accrue per day. Downtime shall begin to accrue as soon as customer (with notice to Release) recognizes that downtime is taking place, and continues until the availability of the Release services is restored. In order to receive downtime credit, customer must notify Release in writing within 48 hours from the time of downtime, and failure to provide such notice will forfeit the right to receive downtime credit. Such credits may not be redeemed for cash and shall not in any event be cumulative beyond a total of credits for one week of service fees in any one calendar month. Release will only apply a credit to the month in which the incident occurred.

Guaranteed Response Times

• Production system down
  • 1 business hour or less
• Production system impaired
  • 4 business hours or less
• System impaired
  • 12 business hours or less
• General guidance or help
  • 24 business hours or less

Response times indicate how quickly Release will respond from contact about an issue, this does not represent time to issue resolution.