Support from the people who build it.
Basic support is included with every Memora plan. If your teams depend on Memora to run and fix their caches day to day, a paid plan adds agreed response times, video calls and regular configuration reviews. Every case is handled by the engineers who build the product.
[ A ] PLANS
Basic
- Hours
- Best effort
- First response
- No SLA
- Documentation
- Release and security notices
- Email to [email protected]
Standard
- Hours
- Mon–Fri, 09:00–17:00 EET
- First response
- 1 business day
- Email support
- Upgrade guidance
Business
- Hours
- Mon–Fri, 09:00–17:00 EET
- First response
- Sev 1: 4 business hours · others: 1 business day
- Email and video calls
- Onboarding session: identity provider, connections, connectors, data access and grants
- Quarterly configuration review
Enterprise
- Hours
- 24/7 for Sev 1
- First response
- Sev 1: 1 hour · Sev 2: 4 hours
- Custom SLA
- Architecture and security review
- Priority feature requests
| Plan | Price | Hours | First response | Includes |
|---|---|---|---|---|
| Basic | Free Included with the product | Best effort | No SLA | Documentation; Release and security notices; Email to [email protected] |
| Standard | $199/month or $1,990/year | Mon–Fri, 09:00–17:00 EET | 1 business day | Email support; Upgrade guidance |
| Business | $699/month or $6,990/year | Mon–Fri, 09:00–17:00 EET | Sev 1: 4 business hours · others: 1 business day | Email and video calls; Onboarding session: identity provider, connections, connectors, data access and grants; Quarterly configuration review |
| Enterprise | From $1,999/month By private offer | 24/7 for Sev 1 | Sev 1: 1 hour · Sev 2: 4 hours | Custom SLA; Architecture and security review; Priority feature requests |
Prices in US dollars, excluding taxes. EET is Eastern European Time (UTC+2, UTC+3 in summer). Larger or multi-Region deployments are quoted by private offer.
[ B ] SEVERITY LEVELS
Sev 1
Production down: no user can sign in or reach a cache.
Sev 2
A major feature is impaired, or there is a security concern.
Sev 3
A minor issue, or a workaround is available.
Sev 4
A question or a feature request.
What support covers
Deployment, identity provider integration, connections and spoke roles, connectors and data access, grants, upgrades and production issues with the Memora stack.
What it doesn't
Problems in your AWS account outside the stack, its spoke roles and connectors, such as your applications' use of their caches, sizing and data modelling, your VPC routing and security groups beyond the documented setup, and your identity provider's own configuration. Business includes one onboarding session for that.
[ C ] ONE-OFF SERVICE, WITH OR WITHOUT A PLAN
Installation service
We deploy the Memora stack in your account together with your team: the identity provider setup (IAM Identity Center, SAML, OIDC or Cognito users, and your admin group), access levels, your first connections, including spoke roles in your other AWS accounts, connectors in the VPCs that hold your caches, IAM data access on your first caches, and your first grants, then a handover call. Covers one stack and one identity provider.
Before you book
The stack checks its licence when it installs, so you need a subscription first. Memora is in early access and not on AWS Marketplace yet: email us and we will set up your account. The getting started guide lists what to have ready.
[ D ] HOW TO BUY
Email us for a paid support plan or the installation service, and we will set you up directly or with an AWS Marketplace private offer, so it can go on your AWS bill alongside Memora.
To open a case under Basic support, email [email protected] with your stack's Region, the release you run (the ProductVersion stack output) and what
you see.