Enterprise Support
Dedicated support for production OrcaMonitor deployments
OrcaMonitor Enterprise support provides your team with direct access to OrcaMonitor engineers for deployment assistance, incident escalation, architecture review, and product guidance — with SLA-backed response times.
Enterprise operations platforms need enterprise-grade support. OrcaMonitor support is delivered by the same engineers who build the platform — not a first-line helpdesk. Every support engagement benefits from full access to the platform internals, deployment logs, and direct escalation to product engineering.
What's Covered
Topics and content in Enterprise Support
SLA-Backed Response Times
P1 critical incidents (platform down): 1-hour response, 4-hour resolution target. P2 high impact: 4-hour response. P3 medium: next business day. P4 low: 5 business days.
Deployment Assistance
Remote deployment support for initial installation, HA configuration, and upgrade execution. OrcaMonitor engineers can join your deployment call to guide your team through complex configurations.
Architecture Review
Pre-deployment architecture review session to validate your deployment design, network topology, storage configuration, and HA strategy before you build.
Upgrade Coordination
Scheduled upgrade planning — OrcaMonitor support coordinates major version upgrades with your change management team, provides upgrade runbooks, and is available on standby during the maintenance window.
Named Technical Contact
Enterprise Plus customers receive a named Technical Account Manager who maintains context of your deployment, tracks open issues, and conducts regular check-in calls.
Training & Onboarding
Remote onboarding sessions for your NOC and engineering teams: platform walkthrough, RBAC configuration, alert tuning, and AI agent setup. Custom training programs available.
Highlights
- Support delivered by OrcaMonitor engineers — no third-party support intermediary
- Secure remote session capability for live deployment troubleshooting
- Private support portal with full ticket history and knowledge base access
- Proactive advisory on known issues and recommended configurations
- Access to pre-release hotfixes for critical production issues
- Support coverage: business hours standard, 24/7 available on Enterprise Plus
Related Resources
See every module, pricing tier, and deployment option on the OrcaMonitor overview.