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 |
BASIC |
ENTERPRISE |
|
| Cost | Free on sign up | $200 per month + 2.5% of monthly charges | Contact us |
| Support Channel | Discord community | Support portal | Support portal |
| Scope | Recommended for non-production workloads | Recommended for non-production and production workloads | Recommended for business critical workloads |
| Billing and Subscription Management Support | - | ✓ | ✓ |
| 24x7 Self-Serviceable Support i | ✓ | ✓ | ✓ |
| Initial Response Time | - | P1 - 4 hours P2 - 6 business hours P3 - 8 business hours P4 - 1 business day |
P1 - 1 hour P2 - 4 hours P3 - 6 hours P4 - 1 business day |
| Support Case Escalations | - | Available via the account manager | Available via the account manager |
| Unlimited Support Cases | - | ✓ | ✓ |
| Unlimited Support Contacts | - | ✓ | ✓ |
| Health Status Notifications | Via Choreo status page | Via Choreo status page and email | Via Choreo status page and email |
| Architectural Guidance | - | General guidance through support cases | Consultative sessions on overall component architecture |
| Operations Support | - | - | Included for managed customers. Others can request on an on-demand basis i |
| Project Onboarding Guidance | - | Guidance via support cases | Dedicated assistance i |
| Periodic Check-ins | - | - | Quarterly check-ins with Choreo experts |
| Training | Via our Learning Management System (LMS) | Via our LMS and on-demand | Via our LMS and on-demand |
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.
Support case escalation
You can escalate your support case to the account manager, and based on the need, it can even reach senior management.
General architectural guidance
You can discuss architectural matters specific to a use case via support cases.
Project onboarding guidance
You can get your questions answered or the issues resolved during the onboarding period of your project. This assistance will be provided via support 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 |
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) |
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| Initial Response SLA | 4 hours | 6 hours | 8 hours | 1 business day | |||
Pricing
$200 per month + 2.5% of monthly Choreo charges.
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.
Support case escalation
You can escalate your support case to the account manager, and based on the need, it can even reach senior management.
Consultative sessions on architecture
Get expert support on your cloud journey with Choreo, from onboarding through optimization. Consultative architecture sessions will help you understand how to effectively operate and manage your applications, services, APIs, and integrations on Choreo.
Dedicated project onboarding guidance
A dedicated Choreo customer success engineer will be assigned to help onboard your first project with Choreo. This includes setting up the project, creating and deploying components, and navigating the core capabilities of Choreo.
Quarterly check-ins
You will have quarterly check-ins with customer success engineers and Choreo experts to discuss the progress of your project and identify the action items for a successful project.
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 |
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| Initial Response SLA | 1 hour | 4 hours | 6 hours | 1 business day | |||
