Dedicated Support
Named success manager and 24/7 expert response
The hotline to engineers who built the platform
Not tier-1 triage. Not a chatbot. A named Customer Success Manager, a technical account manager on your call, and direct Slack access to senior engineers. 24/7 response, with SLAs in writing.
Overview
VxCloud Dedicated Support replaces ticketing queues with direct human access to the engineers who build and operate the platform. Every Enterprise customer is assigned a Customer Success Manager (CSM) for commercial and strategic matters, plus a Technical Account Manager (TAM) who knows your architecture, your deployments, and your operational patterns.
Response-time SLAs are written into your contract: 15 minutes for P1 production outages, 1 hour for P2 degradation, 4 hours for P3, next-business-day for P4. Support is available 24/7/365 with follow-the-sun coverage and on-call escalation into core engineering teams for genuinely novel failures. Quarterly Business Reviews cover roadmap alignment, architecture guidance, and platform usage optimization.
What's included
Production-grade capabilities, ready to enable in your workspace.
Named CSM + TAM
A CSM you can call by name and a TAM who knows your stack. Not a rotating pool of first-name-only reps.
Written SLA response times
P1: 15 min. P2: 1 hr. P3: 4 hr. P4: next business day. Financial credits if we miss.
24/7/365 coverage
Follow-the-sun support across three regions. You never leave a voicemail, you never wait for "business hours."
Direct engineering escalation
Novel failures escalate to core engineers in Slack. The person who wrote the code fixes the bug.
Quarterly Business Reviews
Sit down with your CSM and TAM every quarter to review usage, roadmap alignment, and architecture.
Roadmap influence
Enterprise support customers submit roadmap requests reviewed by product leadership quarterly.
Business outcomes
Measurable impact teams see when they adopt dedicated support.
Mean response time for P1 incidents
A human expert picks up within 15 minutes of a P1 page, day or night, 365 days a year.
First-call resolution on P2+
TAMs know your architecture. Most non-critical issues resolve in a single session without back-and-forth tickets.
Dedicated CSM relationship
Same CSM for the life of the contract. No re-explaining context, no losing history to staff turnover.
Business review cadence
Quarterly alignment on roadmap, architecture evolution, and strategic initiatives with product + engineering leadership.
How customers use it
Real scenarios from VxCloud customers across regulated industries and fast-moving teams.
Bank with 24/7 trading systems on the platform
P1 SLA of 15 minutes with direct escalation to the payments-infrastructure on-call rotation.
Hospital network with life-critical clinical systems
TAM assigned with healthcare domain experience; quarterly reviews include HIPAA audit-trail coverage.
Retailer with Black Friday peak load 40x baseline
Dedicated pre-event capacity review, on-call TAM during peak weekend, architecture post-mortem in the next QBR.
B2B SaaS selling into regulated customers
CSM provides subprocessor documentation and architecture letters on request to accelerate downstream customer security reviews.
Frequently asked questions
Still have questions? Our enterprise team answers within one business day.
A production outage or severe degradation affecting your users — API down, deploys failing cluster-wide, data unavailability, security incident. If your customers are impacted, it's P1.
Related enterprise capabilities
Ready to move forward with Dedicated Support?
Talk to our enterprise team — we'll scope your requirements, map the right capabilities, and build a rollout plan tailored to your organization.