Commercial Support
Every paid Edge account includes access to support. The level of support scales with your plan, ensuring that the help you receive matches the demands of your deployment.
Support Tiers
| Plan | Support Level | Channels | Response Time |
|---|---|---|---|
| Dev ($12/mo) | Automated | Help centre, documentation | Self-service |
| Startup ($25/mo) | Automated | Help centre, documentation | Self-service |
| Scaleup ($49/mo) | Ticketed | Support tickets via control panel | <24 hours |
| Business ($199/mo) | Priority | Support tickets, phone | <4 hours |
| Enterprise ($499/mo+) | Priority | Support tickets, phone, account manager | <1 hour (SLA backed) |
Ticketed Support
From the Scaleup plan and above, you have access to a dedicated ticketing system built into the Edge control panel. Submit a support request directly from your dashboard and the team will respond within your plan's SLA.
Tickets are triaged by the engineering and operations team. You'll receive updates via email and can track the status of all open and resolved tickets from your account.
Image: support-tickets.png
Priority Support
Business and Enterprise customers receive priority support with guaranteed response times. This includes:
- Faster response times — under 4 hours for Business, under 1 hour for Enterprise (SLA backed)
- Phone support — direct access to the engineering team for urgent issues
- Account manager — Enterprise customers get a dedicated point of contact for onboarding, architecture reviews and ongoing support
Enterprise SLA
Enterprise plans include a 99.99% uptime SLA. For details on SLA terms, credits and escalation procedures, contact sales@edge.network.
Community Support
All Edge users — including those on trial — can access community support via Discord and Telegram. The core team and community are active in both channels and happy to help.
For more information on plans and pricing, visit edge.network/pricing.