Support from the people who build it.
Basic support is included with every TraceHound plan. If your on-call engineers and dashboards depend on TraceHound 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, grants and retention policy
- 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, grants and retention policy; 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 read logs.
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, the collector, grants and scan budgets, retention changes, upgrades and production issues with the TraceHound stack.
What it doesn't
Problems in your AWS account outside the stack and its spoke roles, such as what your applications log, your subscription filters and log destinations, writing your Logs Insights queries, and your identity provider's own configuration beyond the documented setup. Business includes one onboarding session for that.
[ C ] ONE-OFF SERVICE, WITH OR WITHOUT A PLAN
Installation service
We deploy the TraceHound stack in your account together with your team: the identity provider setup (IAM Identity Center, SAML, OIDC or Cognito users, and your admin group), your first connections, including spoke roles in your other AWS accounts, your first grants on log group patterns, and a first pass over the storage recommendations, 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. TraceHound 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 TraceHound.
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.