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Ship with confidence with Upsun’s expert support and services
Get 24/7 platform engineers, structured onboarding, and proactive architecture guidance from first deployment to production. Our support plans help you build, ship, and scale reliably.
Expert support at every stage of your journey
Support services
Keep your Upsun projects running smoothly with 24/7 ticket-based support, fast SLAs, and direct access to platform engineers.
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Onboarding services
A structured journey from contract to go-live, including configuration, staging setup, and training, so your team feels confident from day one.
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Application services
Ongoing, application‑centric managed services such as pipeline configuration, preview environment management, observability and monitoring, release automation, and lifecycle assistance.
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Professional services
Project-based engagements for architecture, complex integrations, large migrations, and other initiatives that go beyond standard setup.
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Enterprise care
High-touch, ongoing partnership from a Customer Success Manager, Technical Account Manager, and Implementation Specialist for qualifying accounts.
Learn moreSupport services
Our 24/7 emergency support team ensures your applications keep running round the clock.
- 24/7 coverage for urgent incidents.
- Ticket-based support available for eligible plans.
- Help with platform issues, configuration questions, and performance bottleneck analysis.
- Access to troubleshooting resources.
- Fast triage and access to Upsun engineers.
Platform reliability features
Upsun continuously monitors your environments and supports plan-based backup features, giving our support team deep visibility when incidents occur. Uptime and backup options vary by plan.
What support includes
- Infrastructure and platform troubleshooting
- Help reading logs and metrics
- Guidance on performance bottlenecks
Onboarding services
Structured onboarding helps your team get up and running on Upsun with confidence, from contract to go-live.
- Guided environment setup and configuration.
- Staging deployment and testing support.
- Migration assistance.
- Technical training sessions.
- Slack-based collaboration during fine‑tuning.
- Hands‑on guidance through production launch.
Onboarding services are available for new customers, with scope defined in your contract.
Talk to an onboarding specialist
Need help with a larger migration or modernization?
For complex or multi-site projects, our implementation experts can support full end-to-end delivery.
Professional services
Project based help for complex initiatives
When you need more than standard setup, our implementation architects and account managers can support project-based work, such as:
- Post-sales architecture design and implementation for complex applications
- Large-scale or multi-site migrations
- Performance tuning and scaling strategies
- Advisory on custom integration work (APIs, services, data flows) and end-to-end CI/CD pipeline setup
- Modernisation projects on the Upsun platform
How Professional Services works
- Scoped as a project through Sales and Customer Success
- Delivered by senior implementation architects
- Defined outcomes, timelines, and responsibilities
Application services
Ongoing technical services for your applications on Upsun
Our Application Services team provides hands-on operational support for the applications you run on Upsun, going beyond platform support to help you manage and optimise your application lifecycle.
Typical areas include:
- DevOps pipeline configuration
- Preview environment management
- Application observability and monitoring
- Release automation and deployment workflows
- Application lifecycle assistance
Note: Application Services are scoped based on your architecture and requirements. Your Upsun representative can help determine availability and fit.
Enterprise care
A team that knows your business and your platform
Customer success manager
Owns the overall relationship, goals, and success plan. Aligns Upsun with your business outcomes.
Technical account Manager
Your go-to for technical planning and best practices. Helps you plan releases, scaling, and architecture decisions.
Implementation Specialist
Supports complex rollouts and changes, ensuring deployments stay smooth as your usage evolves.
Enterprise care is available for qualifying accounts. Your Upsun representative can confirm eligibility and scope.
Support tiers for Upsun Flex
All Upsun Flex customers have access to 24/7 help for production-impacting issues. Support tier upgrades provide faster response times and expanded coverage.
| Support Level | P1 — Urgent | P2 — High | P3 — Normal |
|---|---|---|---|
| Default (included) | Best effort: 4 hours (24×7×365) | — | — |
| Advanced Support (add-on) | 1 hour (24×7×365) | 6 hours (business hours) | 12 hours (business hours) |
| Premium Support (add-on) | 30 minutes (24×7×365) | 3 hours (24×7×365) | 8 hours (24×7×365) |
Business hours: 00:00–23:59 UTC, Monday to Friday.
What this means for Flex customers
- All users can open support tickets for production outages or account/billing issues
- Default Flex support provides best-effort coverage for urgent issues
- Advanced and Premium add-ons unlock SLA-backed response times for P1, P2, and P3 tickets
- Support add-ons apply at the organization level
- Uptime SLA add-ons (99.9% / 99.99%) require Advanced or Premium Support
FAQs
Do self-service users get support?
Yes. All organizations will receive ticket support for production outages and account/billing issues. Self-service users can also access Upsun’s community support and forums for general questions.
What is the difference between Support and Professional Services?
Support helps with platform, accounts and user issues. Professional Services handles scoped projects like migrations and architecture.
How do I upgrade my support tier?
Your organization admin can upgrade your support tier directly in the Upsun console, or you can contact your Account Manager.
Does Upsun perform migrations?
Yes, through Professional Services, not Support.
How long does onboarding take?
Most onboarding follows a 45–90 day plan depending on scope.
How do I contact the support team?
Open a ticket directly through the Upsun console.
Need help right now?
Planning a project?
Talk to our team about onboarding or professional services.
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