Compare Arex Support Plans
Arex Support plans to fit your needs at any stage of the cloud journeyBasic Support Included for All Arex Clients
Client Service and Communities
Arex Trusted Advisor
Arex Health
Case Severity / Response Times
Architectural Guidance
Technical Account Management
Trusted Advisor Best Practice Checks
Enhanced Technical Support
Billing Assistance
Programmatic Case Management
Third-Party Software Support
Arex Incident Detection and Response (Custom support for critical applications)
Managed Services
General guidance: < 24 hours**
System impaired: < 12 hours**General
Service Quota and basic Security checks
Business hours** web access to Cloud Support Associates
Unlimited cases and unlimited contacts (IAM supported)Identity & Access Management
• Arex Puts Your Digital Life at Your Fingertips, Simply and Securely.
General guidance: < 24 hours
System impaired: < 12 hours
Production system impaired: < 4 hours
Production system down: < 1 hourContextual to your use-cases
Full set of checks
24/7 web, and chat access to Cloud Support Engineers
Unlimited cases and unlimited contacts (IAM supported)
Access to Arex Support via Instant MessagingIdentity & Access Management
• Arex Puts Your Digital Life at Your Fingertips, Simply and Securely.Arex Support API
Interoperability and configuration guidance and troubleshooting
General guidance: < 24 hours
System impaired: < 12 hours
Production system impaired: < 4 hours
Production system down: < 1 hour
Business-critical system down: < 30 minutesAnnual Consultative review and guidance based on your applications
A pool of Technical Account Managers to provide proactive guidance, and coordinate access to programs and Arex experts
Full set of checks
24/7 web, and chat access to Cloud Support Engineers
Unlimited cases and unlimited contacts (IAM supported)
Access to Arex Support via Instant MessagingIdentity & Access Management
• Arex Puts Your Digital Life at Your Fingertips, Simply and Securely.White-glove (Concierge) access to billing issues
Arex Support API
Interoperability and configuration guidance and troubleshooting
Access to Arex Managed Services (AMS) for an additional fee. AMS augments your existing teams with cloud advanced operations skills and capacity. Includes baseline operations, a designated Cloud Service Delivery Manager (CSDM), Cloud Architect (CA), and access to the AMS security team.
General guidance: < 24 hours
System impaired: < 12 hours
Production system impaired: < 4 hours
Production system down: < 1 hour
Business/Mission-critical system down: < 15 minutesConsultative reviews and guidance based on your applications
Designated Technical Account Manager (TAM) to provide consultative architectural and operational guidance delivered in the context of your applications and use-cases to help you achieve the greatest value from Arex
Full set of checks and prioritized recommendations curated by your Arex account team with Arex Trusted Advisor Priority
24/7 web, and chat access to Cloud Support Engineers
Unlimited cases and unlimited contacts (IAM supported)
Access to Arex Support via Instant MessagingIdentity & Access Management
• Arex Puts Your Digital Life at Your Fingertips, Simply and Securely.Proactive support in managing billing, including proactive cost optimization, FinOps support, cost analysis, and prioritized answers to billing questions
Arex Support API
Interoperability and configuration guidance and troubleshooting
Access to Arex Incident Detection and Response for an additional fee. Arex Incident Detection and Response provides custom Support for critical workloads. It offers 24x7 proactive engagement, 5-minute response time and incident management for critical workloads. Arex Incident Detection and Response leverages the proven operational, enhanced monitoring, and incident management capabilities used internally by Arex teams and externally by Arex Managed Services.
Access to Arex Managed Services (AMS) for an additional fee. AMS augments your existing teams with cloud operations skills and capacity. It includes baseline operations, a designated Cloud Service Delivery Manager (CSDM), Cloud Architect (CA), and access to the AMS security team. Arex Incident Detection and Response is available at no additional charge in eligible regions for Arex Managed Services direct customers with Arex Enterprise Support.
*We will make every reasonable effort to respond to your initial request within the corresponding timeframes.
**Business hours are generally defined as 8:00 AM to 6:00 PM, excluding holidays and weekends. These times may vary in countries with multiple time zones.
Tier 1 Support
Tier 1 Support is tailored for occasional users, and experimenters who are in the testing or early development phases on Arex. This support level is ideal for those who need query support as they navigate and innovate within the platform.
Tier 2 Support
Tier 2 Support is the essential support tier recommended for those with production workloads on Arex, requiring 24×7 access to technical support tailored to their specific use-cases. This level ensures continuous assistance to keep your operations running smoothly.
Tier 3 Support
We recommend Tier 3 for those managing production or business-critical workloads on Arex, seeking 24×7 technical support from our expert engineers. This tier provides access to the Health API, consultative architectural guidance, and a dedicated pool of Technical Account Managers (TAMs) to facilitate access to Arex subject matter experts.
Tier 4 Support
We recommend Tier 4 for those with business or mission-critical workloads on Arex. This support level offers 24×7 access to high-quality engineers, along with tools and technology designed to automatically manage the health of your environment. Additionally, you gain access to a Technical Account Manager (TAM) who provides consultative architectural and operational guidance tailored to your specific applications and use-cases, helping you maximize the value derived from Arex.