All OpSourced / Rails Machine customers enjoy free and unlimited Standard Support. Standard Support includes:
You have questions, we have answers. We have deployed and managed hundreds of Rails applications, and can help get you on the right path. Here's a sample of the kinds of questions we're happy to field:
Sometimes you need more than Ask Me Anything support. For times like this, we're available to bring our team's Rails deployment and operations expertise to bear for more hands-on support. Here are just a few examples of services we can provide as Custom Support:
Custom Support is billed at $175/hour. It has a 30 minute minimum and is billed in 15 minute increments. Depending on the scope of the work, Custom Support is typically completed within 1 business day depending on our schedule. You will definitely receive a reply within 24 hours letting you know when we expect to be able to complete your work and a rough estimate of the time needed. If you require less than 1 business day turnaround, we offer Urgent Support.
Our support staff is available 24 hours a day, 7 days a week, 365 days a year for Urgent Support. Upon recieving a request for Urgent Support, our automated systems will page an on-call engineer. This engineer will respond to your request within 15 minutes, and begin working immediately.
Urgent Support to reboot a server that has become unavailable via SSH is always free. Any other Urgent Support is billed at $250/hour in increments of 1 hour. We will always confirm with you before we perform any work as Urgent Support unless you explicitly request it.
Normal Business Hours: are Monday through Friday 8am-8pm (Eastern time zone, GMT -5), exclusive of U.S. Holidays. This means that you if you submit a ticket during Normal Business Hours, it will be responded to within One Business Day.
After Hours: is any time outside the Normal Business Hours range and U.S. Holidays. This includes Monday through Friday 8pm-8am (Eastern time zone, GMT -5) and all day Saturday and Sunday. Non-urgent tickets submitted during this time will addressed by the end of the Next Business Day.