TSS Support Tiers
This document is incorporated by reference into the Technical Support Service Guidelines.
Crusoe Cloud currently offers the following Support Tiers:
| Basic tier | Enterprise tier | |
|---|---|---|
| Price | Included with the purchase of Crusoe Cloud Services. | Included at no additional cost for Customers with qualifying annual committed spending or resource reservations. Contact sales for more details. |
| Technical support | Yes - Limited | Yes |
| P1 Request response time | Best efforts | 1 hour (24/7, incl. weekends) |
| P2 Request response time | Best efforts | 2 hours (business days) |
| P3 Request response time | Best efforts | 4 hours (business days) |
| P4 Request response time | Best efforts | 8 hours (business days) |
| Communication channels | Email; Web - Crusoe Support Tool | Email; Web - Crusoe Support Tool; Dedicated Slack or similar live chat channel; video calls |
For each Support Tier:
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"P1" means a critical system problem in which the services are completely down or non-functional, no procedural workaround exists, and business operations are severely impacted with no ability to perform essential functions. Presented as "Urgent Impact – Service Unusable in Production" in Crusoe's support systems
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"P2" means an incident in which core functionality is significantly degraded, causing major limitations in system performance or capability, substantial business impact on key operations, but critical functions remain operational potentially through workarounds. Presented as "High Impact – Service Use Severely Impaired" in Crusoe's support systems.
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"P3" means a performance issue where core functionality remains operational but with degraded performance, business impact is moderate to minimal, users can continue essential operations, and the issue may affect user experience but does not prevent work completion. Presented as "Normal Impact – Service Use Partially Impaired" in Crusoe's support systems.
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"P4" means non-incident requests, including standard system changes, information queries, or tasks that don't impact system availability or core functionality. Presented as "Low Impact – Service Fully Usable" in Crusoe's support systems.