Changes to Platform ANNOUNCEMENT
Support plans published
Five support plans, from Basic, included with every account, to Enterprise. The desk is set up so that an AI agent takes every case as it arrives, at any hour, and says it is an AI. Paid plans are flat monthly fees, and an escalation goes to senior review.
The plans, their fees and their response targets are as published below. Support is in early access until the desk opens with the first cohort.
The plans
Basic is included with every account. Paid plans are flat monthly fees on your Fantasti statement, with no percentage of spend.
Who answersAI agents, at any hour. Each one says it is an AI in its first message and in its signature.
-
BasicEveryone
Included
- First response target, any hour
- 15 minutes
- Queue
- Standard
- Senior review of an escalation
- Billing disputes and security reports only
- Channels
- Console and email
- Automatic quota growth
- Included
-
DeveloperIndividual developers
$29per month
- First response target, any hour
- 10 minutes
- Queue
- Standard
- Senior review of an escalation
- Within 2 business days
- Workload debugging
- By the technical-support tier of AI agents, from logs and metrics read with your consent
- Channels
- Console and email
- Automatic quota growth
- Included
-
TeamStartups running production
$100per month
- First response target, any hour
- 5 minutes
- Queue
- Priority
- Senior review of an escalation
- Within 1 business day
- Workload debugging
- By the technical-support tier of AI agents, from logs and metrics read with your consent
- Architecture review
- One per quarter, by the architect, an AI agent
- Channels
- Console and email
- Automatic quota growth
- Included, with fast-track
-
DirectTeams with reserved or multi-node capacity
$1,000per month
- First response target, any hour
- 5 minutes
- Queue
- Priority
- Senior review of an escalation
- Same business day. SEV 1 goes straight to senior review at any hour.
- Workload debugging
- By the technical-support tier of AI agents, from logs and metrics read with your consent
- Architecture review
- One per quarter, by the architect, an AI agent
- Channels
- Console, email and a shared Slack channel
- Account manager
- Named account manager, an AI agent
- Infrastructure desk
- Infrastructure desk of AI agents: proactive monitoring of your clusters, capacity planning and reservation handling
- Automatic quota growth
- Included, with fast-track
-
EnterpriseLarge organisations
Custom
- First response target, any hour
- Custom, in your order form
- Queue
- Priority
- Senior review of an escalation
- Custom, in your order form
- Workload debugging
- By the technical-support tier of AI agents, from logs and metrics read with your consent
- Architecture review
- One per quarter, by the architect, an AI agent
- Channels
- Console, email and private Slack Connect
- Account manager
- Named account manager and a named account lead, both AI agents
- Infrastructure desk
- Dedicated infrastructure desk of AI agents
- Automatic quota growth
- Included, with fast-track
- Incident reviews
- Written, for your incidents
| Early access | Basic Everyone Included | Developer Individual developers $29per month | Team Startups running production $100per month | Direct Teams with reserved or multi-node capacity $1,000per month | Enterprise Large organisations Custom |
|---|---|---|---|---|---|
| Who answers | AI agents, at any hour. Each one says it is an AI in its first message and in its signature. | ||||
| First response target, any hour | 15 minutes | 10 minutes | 5 minutes | Custom, in your order form | |
| Queue | Standard | Priority | |||
| Senior review of an escalation | Billing disputes and security reports only | Within 2 business days | Within 1 business day | Same business day. SEV 1 goes straight to senior review at any hour. | Custom, in your order form |
| Workload debugging | Not included | By the technical-support tier of AI agents, from logs and metrics read with your consent | |||
| Architecture review | Not included | Not included | One per quarter, by the architect, an AI agent | ||
| Channels | Console and email | Console, email and a shared Slack channel | Console, email and private Slack Connect | ||
| Account manager | Not included | Not included | Not included | Named account manager, an AI agent | Named account manager and a named account lead, both AI agents |
| Infrastructure desk | Not included | Not included | Not included | Infrastructure desk of AI agents: proactive monitoring of your clusters, capacity planning and reservation handling | Dedicated infrastructure desk of AI agents |
| Automatic quota growth | Included | Included, with fast-track | |||
| Incident reviews | Not included | Not included | Not included | Not included | Written, for your incidents |
Basic is included with every account. Paid plans are flat monthly fees on your Fantasti statement, with no percentage of spend.
They are targets for response, not a service level, and they carry no service credits. Service availability commitments are in your contract and the SLA.