Find Your Right-Fit Package
Not every workload needs the same level of support. Our tiered packages give you
exactly what you need today, with room to scale as your requirements evolve.
Four Packages. One Question.
BASIC
Best for: Dev & Non-Critical
Professional management for environments where a few hours of downtime won’t sink the business. Think dev, staging, or internal tools.
PRODUCTION
When downtime means unhappy customers. 24/7 monitoring with real humans who respond to incidents, not just acknowledge alerts.
MISSION CRITICAL
When every minute of downtime costs real money. Priority response, dedicated team, and executive-level visibility.
HIGH SECURITY
Best for: Regulated Industries
When compliance isn’t optional and auditors are watching. Everything in Mission Critical plus advanced security controls.
Each tier includes everything from previous levels. See full comparison →
Which Package Fits You?
"We have a dev team that handles most issues, but we need someone watching the basics."
"Our customers use our app at all hours. We can't afford to find out about outages from Twitter."
You need 24/7 eyes on your infrastructure. When alerts fire at 3am, you want someone who knows your environment to respond, not just page you.
"Every hour of downtime costs us $50K. We need the fastest response possible."
"We're preparing for SOC 2 / HIPAA / PCI and need a partner who gets compliance."
| Feature | Basic | Production | Mission Critical | High Security |
|---|---|---|---|---|
| SUPPORT & RESPONSE | ||||
| Support Hours | Business hours: M-F, 9am-6pm ET | 24/7/365 | 24/7/365 | 24/7/365 |
| Initial Response SLA | 4 hours | 30 minutes | 15 minutes | 15 minutes |
| Support Channels | Email, Portal | Email, Portal, Slack/Teams | Email, Portal, Slack/Teams | Email, Portal, Slack/Teams |
| Dedicated Account Team | — | — | ✓ | ✓ |
| Quick Requests (under 2hrs) | 5/month | Unlimited | Unlimited | Unlimited |
| MONITORING & INCIDENT RESPONSE | ||||
| Infrastructure Monitoring | ✓ Standard metrics | ✓ Enhanced + custom | ✓ Enhanced + custom | ✓ Enhanced + custom |
| Application Monitoring | — | ✓ | ✓ | ✓ |
| Incident Response | Next business day | 24/7 response | 24/7 priority response | 24/ 7 priority response |
| Root Cause Analysis | On request | ✓ | ✓ | ✓ |
| Post-Incident Reports | — | ✓ | ✓ Within 24 hours | ✓ Within 24 hours |
| OPERATIONS & MANAGEMENT | ||||
| Patch Management | ✓ Monthly | ✓ Weekly | ✓ Weekly + emergency | ✓ Weekly + emergency |
| Backup Management | ✓ | ✓ | ✓ + quarterly restore tests | ✓ + monthly restore tests |
| Configuration Management | ✓ | ✓ | ✓ | ✓ |
| Infrastructure as Code | ✓ Maintenance | ✓ Maintenance + updates | ✓ Full management | ✓ Full management |
| COST & OPTIMIZATION | ||||
| Cost Monitoring | ✓ | ✓ | ✓ | ✓ |
| Cost Optimization Reviews | Quarterly | Monthly | Monthly | Monthly |
| Reserved Instance Guidance | — | ✓ | ✓ | ✓ |
| Architecture Reviews | Annual | Quarterly | Monthly | Monthly |
| SECURITY & COMPLIANCE | ||||
| Security Monitoring | ✓ Cloud-native | ✓ Cloud-native | ✓ Cloud-native | ✓ Advanced SIEM |
| Vulnerability Scanning | Monthly | Weekly | Weekly | Continuous |
| Threat Detection & Response | — | — | — | ✓ |
| Compliance Documentation | — | — | On request | ✓ Maintained |
| Audit Support | — | — | — | ✓ SOC 2, HIPAA, PCI |
| REPORTING & REVIEWS | ||||
| Monthly Reports | ✓ Standard | ✓ Detailed | ✓ Executive + detailed | ✓ Executive + detailed |
| Business Reviews | Annual | Quarterly | Monthly | Monthly |
| Executive Briefings | — | — | ✓ | ✓ |
Available Add-Ons
Managed Detection & Response
AI-managed WAF, network monitoring, CSPM, and SIEM with 24×7 automated response. Human escalation when judgment is needed.
Security Operations
Deeper coverage for regulated workloads and higher-risk environments. Adds proactive threat hunting, advanced incident response, and dedicated analyst review on top of Cloud MDR.
Compliance Program Monitoring
Continuous monitoring of SOC 2, HIPAA, PCI, and ISO controls. Evidence collection, gap identification, and audit-ready reporting throughout the year.
Security Awareness
Phishing simulation, training campaigns, and reporting that builds a security-conscious team. Customizable to your industry and threat profile.
Fractional CISO
Fractional security leadership for organizations that need executive-level strategy without a full-time hire. Roadmap development, board reporting, and program governance.
Shadow AI Monitoring (Coming Soon)
Visibility into employee AI usage across sanctioned and unsanctioned tools. Identifies data exposure risks, policy violations, and your organization’s actual AI footprint.
Common Questions
Can I upgrade my package later?
Yes. You can upgrade at any time, effective immediately. Downgrades require 30 days notice and take effect at your next billing cycle. Most customers start with Production and upgrade to Mission Critical as they grow.
What's included in "unlimited quick requests"?
Any task that takes under 2 hours: configuration changes, user management, firewall rules, troubleshooting, etc. Larger projects are scoped separately. Production and above get unlimited quick requests; Basic gets 5 per month.
How does pricing work?
Pricing is based on your infrastructure footprint: number of instances, databases, and services under management. We’ll give you a clear quote after understanding your environment. No hidden fees for after-hours support or “out of scope” work.
What if I have both critical and non-critical workloads?
We can manage different environments at different tiers. Production for your customer-facing app, Basic for dev/staging. You only pay for the support level each environment needs.
What happens if I want to leave?
We’ll help transition to your new provider or internal team. Full documentation handoff, knowledge transfer sessions, and no hostage-taking. We help customers leave gracefully because it’s the right thing to do.
Not Sure Which Package Fits?
Fill out this form, and we’ll set up a time to review your current setup and recommend the right level of support, even if that means telling you that you don’t need us yet.