Support plans
Momento offers three support plan tiers: Basic, Production, and Enterprise. A single plan covers every Momento service in every account associated with your organization.
Plans at a glance
| Basic | Production | Enterprise | |
|---|---|---|---|
| Price | — | $500 / month or 10% of spend | $5,000 / month or 15% of spend |
| Minimum commitment | — | 3 months | 1 year |
| Service SLA | best effort | 99.9% | 99.99% |
| Support SLA | none | 1 business day | S1: 1 hour S2: 4 hours S3: 1 business day |
| Support channels | GitHub | Slack, phone | |
| Compliance | GDPR | SOC 2 Type 2 | HIPAA |
| SSO | Google IdP | Google IdP | Google IdP |
| Team roles | — | owner, operator, viewer | custom roles |
| Deployment | cloud | cloud | BYOC, self-hosted |
| Metrics | console | CloudWatch, Prometheus | request logs |
| Networking | public gateway | public gateway | VPC Peering, Transit Gateway, PrivateLink |
Higher-tier plans include all features of the plans below them.
Basic support is included and does not require activation. To purchase Production or Enterprise support, you must activate a support plan.
Issue response targets
A support response target measures the elapsed time from when you submit a request through a channel included in your plan until a Momento staff member acknowledges it. It is not a time-to-resolution guarantee.
The business day is defined as 9:00 a.m.–5:00 p.m. Pacific Time, Monday through Friday, excluding United States federal holidays and Momento company holidays.
When requesting support, provide reasonable details about the issue, reasonable access to the affected environment when necessary, and reasonable cooperation during diagnosis and resolution.
If an ongoing support issue is determined to be abandoned, Momento may downgrade the issue's severity level or close it entirely.
Issue severity
Enterprise support requests are categorized by the severity of their impact on your product:
- S1: The product is broadly inoperable.
- S2: A major feature is broadly inoperable.
- S3: A minor feature is broadly inoperable.
The severity of the issue determines the appropriate response target for support.
Pricing details
Eligible infrastructure spend is the total amount billed for Momento infrastructure after discounts are applied. Professional-services charges do not count towards this base spend.
The purchase of prepaid platform credits is not considered eligible infrastructure spend. Platform credits are a payment method, not a discount, so when you pay for infrastructure charges with credits, the infrastructure charges still count towards base spend for support.
You may spend platform credits to pay for support fees.