Choose the right support plan for your business
Basic
Quality, basic support.
Free
9am-5pm data center local time support via ticket portal and email
Access to knowledge base
Access to online trust center with standard security resources
Standard response times
General usage question: <2 business days
Environment impacted: <1 business day
Pro
Extra support for growing businesses with mission-critical workflows.
10% of annual spend
24x7 via ticket portal, email, and scheduled phone support
Dedicated time with a pool of solution experts for best practice consultation
Access to knowledge base
Access to online trust center
Customized MSA / DPA
Response to your vendor security questionnaire
Faster response times
Environment down/inaccessible: <1 hour
Premium
MacStadium is essential to your business. Partner with us.
20% of annual spend
24x7 via ticket portal, email, scheduled phone support, and dedicated Slack channel
Dedicated solution expert to consult on architectural and operational guidance, specific to your use case
Access to knowledge base
Access to online trust center
Customized MSA / DPA
Participation in your annual security audits and tabletop exercises
Escalated response times
Environment down/inaccessible: <30 minutes
"It was nice to have a partner that allowed us to focus on providing the software and the tools as opposed to dealing with the hardware."
Ray Sennewald
Senior Software Engineer
Make the MacStadium team of experts an extension of your team. We can support you on everything from extended onboardings to firewall administration. Talk to us today about our Professional Services.
Complete Support Plan Comparison
Basic
Pro
Premium
Price
Included (free)
10% of annual spend
20% of annual spend
Recommended if
You are a single developer or your team is just testing out MacStadium services.
You want regular guidance, or custom service agreements.
Your business relies on MacStadium and you want a solution expert to partner with your use.
Support hours
9am-5pm in the data center local time zone
24 x 7
24 x 7
Support channel
Email, Portal
Email, Portal, Scheduled Phone Support (9-5pm)
Email, Portal, Scheduled Phone Support (9-5pm), and Dedicated Slack Channel
Professional services*
-
5 hours/year of professional services to support onboarding or other updates.
Additional service packages available for purchase.
15 hours/year of professional services to support onboarding or other updates.
Additional service packages available for purchase.
Business Impact /
Initial Response Target
General usage question: <2 business days
Environment Impacted: <1 business day
General usage question: <48 hours
Marginal impact: <24 hours
Major impact: <4 hours
Environment down/inaccessible: <1 hour
General usage question: <48 hours
Marginal impact: <24 hours
Major impact: <2 hours
Environment down/inaccessible: <30 minutes
Security and Service Agreements
Access to online Trust Center
Access to online Trust Center
Customized MSA / DPA
Annual vendor security questionnaire
Access to online Trust Center
Customized MSA / DPA
Annual vendor security questionnaire
Participation in customer's audit or tabletop exercises (up to 4 hours annually)
Knowledge Base Access
Online Trust Center Access
*Scheduled Phone Support
**Maintenance on Nights / Weekends
Dedicated Slack Channel for Support
* Scheduled phone support: MacStadium’s support team is available for a phone call scheduled during EU and US working hours. Applies to non-emergency calls scheduled via Calendly booking link in an open support ticket. Examples could include a call to accelerate an existing support ticket or to discuss an upgrade plan for Orka software.
** Maintenance on nights/weekends: Customers on a Premium plan may request an alternative maintenance window to occur on nights and/or weekends instead of during US or EU working hours.
FAQs
- Can I add support to my monthly bare metal purchase?
- I need more Professional Services hours for onboarding / upgrade / etc.
Talk to our team
Connect with our team of experts to discuss plan options or select the support plan that is right for your team.
They can help you select the proper level of support.
They can guide you on any professional services needs.
They can answer all your questions about MacStadium services.
Orka, Orka Workspace and Orka Pulse are trademarks of MacStadium, Inc. Apple, Mac, Mac mini, Mac Pro, Mac Studio, and macOS are trademarks of Apple Inc. The names and logos of third-party products and companies shown on the website are the property of their respective owners and may also be trademarked.
©2025 MacStadium, Inc. is a U.S. corporation headquartered at 3340 Peachtree Rd NE, Suite 2330, Atlanta, GA 30326. MacStadium, Ltd. is registered in Ireland, company no. 562354.