Choreo Customer Support

WSO2 offers three levels of support for Choreo: Free, Basic, and Enterprise. Here's some information to help you choose the service that's right for you.

Support Plans

Free support is available via our Discord community.
There are two other support tiers that you can buy for faster response times and a better experience.
Click on the links below to learn more.

Free Support

Community Support is available for any Choreo user to find answers for your technical questions and to help others. For billing-related questions, please email us at [email protected].

How do you get community support?

Join our Discord channel.

Basic Support

Basic Support is a paid support offering for small to medium organizations. This provides a direct channel to reach WSO2.
To purchase Basic Support, see How do you buy Basic Support?



Features

4 hours first response time for P1 cases
A WSO2 support team member will respond to your Priority 1 (P1) support case and provide the first meaningful response within 4 hours in local business hours. WSO2 will provide support until the issue has been resolved.

Unlimited cases
You can open any number of support cases.

Unlimited contacts
You can add any number of your employees to the support system.

Support portal access
The WSO2 support portal is available for you to open your cases, manage them, and get notified about support case activities.

SLA

P1 P2 P3 P4
Hours of coverage Americas: 12x5 (7:00 a.m. - 7:00 p.m. ET Monday - Friday)
EMEA: 12x5 (7:00 a.m. - 7:00 p.m. GMT Monday - Friday)
ME: 12x5 (7:00 a.m. - 7:00 p.m. GMT Sunday - Thursday)
APAC: 12x5 (7:00 a.m. - 7:00 p.m. IST Monday - Friday)
Initial Response SLA 4 hours 6 hours 8 hours 1 business day

Pricing

$200 per month + 2.5% of monthly Choreo charges.

How do you buy Basic Support?

In the Choreo console, click on the profile menu and select “Billing”. This will take you to the billing portal.

Click “Subscriptions” to see the current subscription information.

Click “Purchase Support” in the subscription information card.

Click “Pick Support Plan” in the “Choreo Basic Support” card.

Review the order and click the “Purchase Support Plan” button.

You will receive an email once the support portal access is ready.

Enterprise Support

Enterprise Support is a paid support service for medium to large companies and offers faster response times and additional services than our Basic Support option. Your support tickets are assigned to a dedicated team of support professionals who will closely work with you to understand your needs and how we can support them.

To purchase Enterprise Support, see How do you buy Enterprise Support?



Features

1 hour first response time for P1 cases
A support team member will respond to your P1 support case and provide the first response within 1 hour. The support team will continue to communicate with you until the issue is resolved.

24 x 7 support
You will receive support 24 hours a day, 7 days a week for Priority 1, 2, and 3 cases.

Unlimited cases
You can open any number of support cases.

Unlimited contacts
You can add any number of your employees to the support system.

Support portal access
The WSO2 support portal is available for you to open your cases, manage them, and get notified about support case activities.

SLA

P1 P2 P3 P4
Hours of coverage 24x7 coverage Americas:
Monday - Friday
EMEA:
Monday - Friday
ME:
Sunday - Thursday
APAC:
Monday - Friday
Initial Response SLA 1 hour 4 hours 6 hours 1 business day

How do you buy Enterprise Support?  Contact our sales team

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