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canonical: https://enum.co/enterprise-support
locale: en
---

# Enterprise Support. Engineers who know your setup.

Enterprise Support from enum is for companies running production on enum. It adds a named technical contact, 24/7 handling of critical incidents with response times down to 15 minutes, and regular architecture reviews. Price on request.

For companies that run production on enum. A named contact, critical incidents handled around the clock, and regular reviews of your setup. Price on request.

## What's included. On top of the support every account gets.

- **A named contact**: One engineer who knows your setup, your history and your people. No ticket roulette.
- **24/7 for critical incidents**: When production is down or badly degraded, an engineer responds day and night, with response times down to 15 minutes.
- **Architecture reviews**: Regular reviews of your setup on enum: capacity, cost, upgrades and risks, with written recommendations.

## When something breaks. What happens, step by step.

1. **Report**: Tell us about a critical incident at any time, day or night.
2. **Response**: An engineer is on it, with response times down to 15 minutes.
3. **Updates**: You hear from us regularly until the incident is resolved.
4. **Root cause**: A written analysis of what happened and what changes so it does not happen again.

## Support or operations? Two ways to work with us.

- **Enterprise Support**: Your team runs the platform. We back you up with a named contact, 24/7 help for critical incidents and regular reviews.
- **DevOps as a Service**: We run the platform for you: upgrades, monitoring, on-call and CI/CD. Your team focuses on the product.

## Questions. About Enterprise Support.

### What does Enterprise Support cost?

The price depends on the size of your setup and your requirements. Contact us and we send you a proposal.

### What counts as a critical incident?

Production on enum is down or severely degraded, for example your application cannot serve requests or data cannot be read or written.

### What response times do you offer?

For critical incidents, around the clock, with response times down to 15 minutes. The exact times are written into your contract.

### Is support included without Enterprise Support?

Yes. Every enum account includes support at no extra cost. Enterprise Support adds the named contact, 24/7 critical incident handling and architecture reviews.

### Do we need Enterprise Support with DevOps as a Service?

No. DevOps as a Service already includes operations and on-call for your platform.