Rapid Response
Rapid Response adds 24/7, 15-minute acknowledgement of S1 issues to Enterprise support. It covers all Momento products and accounts under your Enterprise agreement.
Response commitment
For S1 issues submitted through an approved support channel, a Momento staff member acknowledges your report within 15 minutes, 24 hours a day, seven days a week. The clock starts when you submit the issue. This is an acknowledgement commitment, not a time-to-resolution guarantee.
S1 means the product is broadly inoperable. Report incidents through your Enterprise support channels, Slack or phone, using your existing incident-reporting procedure. See support plans for severity definitions and other Enterprise response targets.
Strengthen incident readiness and response
Rapid Response also creates opportunities to improve how your team prepares for and handles incidents. Depending on your needs, collaboration with Momento can include:
- Reviewing architecture to identify resilience improvements.
- Refining incident runbooks to clarify escalation and recovery steps.
- Coordinating troubleshooting and communication during an incident.
- Reviewing incidents to identify follow-up actions and operational improvements.
These activities are tailored to your needs rather than a fixed set of deliverables or a scheduled review program.
Pricing
Rapid Response costs the greater of $5,000 per month or 2.5% of eligible platform charges, in addition to your Enterprise support fee.
The add-on uses the same eligible-spend calculation as Enterprise support: infrastructure charges after discounts, excluding professional-services and support fees. Buying prepaid platform credits does not count as eligible spend; infrastructure charges paid with those credits do count.
| Monthly eligible platform charges | Monthly Rapid Response fee |
|---|---|
| $100,000 | $5,000 |
| $200,000 | $5,000 |
| $400,000 | $10,000 |
Eligibility and subscription term
Rapid Response requires an active Enterprise support plan and activation of the add-on. Your existing incident-reporting and troubleshooting-cooperation requirements apply. Separate workload enrollment, architecture reviews, and alarm integrations are not required for eligibility.
Coverage and billing begin on an agreed activation date. The add-on is billed monthly and committed through the remainder of your Enterprise term. It renews alongside Enterprise unless removed at renewal. Adding Rapid Response does not restart your Enterprise term.
Get started
Contact Momento support to request Rapid Response and agree an activation date. If you need Enterprise support, first follow the support-plan activation steps.