Expert Support
Direct support from the developers of Dartastic.io OpenTelemetry SDK
Why Choose Dartastic Support?
Get direct access to the team that built the Dartastic OpenTelemetry SDK. Our support team includes the original authors and core contributors who understand the codebase inside and out.
Whether you're just beginning your observability journey or running production applications at scale, our tiered support offerings ensure you get exactly what you need.
Support Tiers
From next-business-day email on every paid plan, up to a named engineer, hot-fix builds and round-the-clock paging.
View Support PlansSupport Plans
Standard support comes with every paid plan. Business is included with Hosted and Self-hosted. Priority and Premier are priced against your annual contract, so they are quoted rather than bought from a page.
Business
Included with Hosted Enterprise and Self-hosted
or email sales@dartastic.io
per seat, per year
- Included with Hosted Enterprise, Enterprise Plus and Self-hosted
- Private Slack channel, plus email
- P1 in 4 business hours, P2 in 1 business day
- Upgrade guidance
- Offline bundle help for self-hosted sites
- $500/month add-on for Cloud Pro, Hosted Mini and Hosted Business
Priority
A named engineer, and a say in the roadmap
or email sales@dartastic.io
per seat, per year
- Everything in Business
- A named engineer who knows your stack
- P1 in 2 business hours, P2 in 4 business hours
- Slack plus scheduled video calls
- Quarterly architecture review
- First say on the roadmap
- 15% of your annual contract, $15,000 minimum
Premier
Round-the-clock, for when downtime is the story
or email sales@dartastic.io
per seat, per year
- Everything in Priority
- P1 in 1 hour, around the clock
- Slack plus paging
- Hot-fix builds
- Upgrade windows scheduled around your releases
- 25% of your annual contract, $40,000 minimum
Architect retainer
Twelve hours a month of design reviews, instrumentation strategy and dashboard work, on any tier. Scheduled, not on-call. Unused hours do not roll over.
Standard support is included with every paid plan: email ticket, next business day, docs and community.
Severity Levels and Response Times
We prioritize issues based on their impact to your business, with clear definitions and response times.
| Severity | Definition | Target workaround / fix |
|---|---|---|
| 1. Critical | Production down or data loss with no workaround | Hot-fix or mitigation within SLA window |
| 2. High | Major feature impaired, workaround exists | Next patch release |
| 3. Normal | Minor bug, doc defect, question | Backlog / next minor |
| 4. Low | Cosmetic, enhancement request | Future release |
Ready to get world-class support?
Choose the support plan that's right for your team and get expert help directly from the developers of Dartastic.