Community Support is free and is delivered by the community for the community. It is accessed through the open Slack channel, or via the forums. Portainer staff monitor the threads and conversations and will participate where appropriate. Conversations and threads will be moderated as necessary.
Personal Support is our support plan designed for IT contractors, solo developers or anyone using Portainer in a limited, non-critical way. It offers a single contact 5 support calls per year. By subscribing to Personal Support a Portainer user has access to the Portainer team when needed, in a simple cost effective way.
Business support is a range of subscription offerings and is delivered by Portainer developers directly. Business support is available through a support subscription and is available in a range of service levels up to Mission Critical. We can offer support for the small, non-critical environment (that can tolerate limited downtime), right up to full scale enterprise platforms that must maintain the highest levels of availability.Business support is designed for organizations that rely on Portainer for their day to day operations. It includes comprehensive assistance with anything Portainer and in some cases the underlying container platform as well!
Business Support includes:
Support is initiated via our web-based ticketing system. Support will be rendered either through email, slack (private slack channel), telephone, or screenshare using Zoom.
Business Support excludes support for the underlying Container Platform
Mission Critical support is Portainer’s premier support offering. Mission Critical Support is your "on demand” site reliability engineer (SRE). The deeply skilled Portainer support team will not only assist you with issues you may encounter with Portainer, but we will also assist to identify, understand and repair any issues that may occur within your underlying container platform (Currently Docker hosts, with or without Swarm, on Linux or Windows).
This service is designed for IT teams that simply must keep their business running and need additional assistance with the underlying platform. It includes a two-hour onboarding call to ensure that the platform and Portainer are configured correctly, as well a monthly scheduled service call to keep the team up to date.
Portainer engineers will also schedule a monthly 30 minute remote virtual consult to answer any "how to" questions you may have.
Mission Critical Support includes:
Support is initiated via email or our web-based ticketing system. Support will be rendered either through email, Slack (private slack channel), telephone, or screenshare using Zoom.
|Feature||Portainer CE||Personal Support||Business Support Standard||Business Support Plus||Business Support CriticaL||Mission Critical Support|
|Formal Support for the Portainer product from the Portainer company||Y||Y||Y||Y||Y||Y|
|Community Self-Support via Slack / Forums / FAQ’s / Documentation||-||Y||Y||Y||Y||Y|
|Service Level||-||9x5,NBD Response||11x5, NBD Response||11x5, NBD Response||24x7, 4 Hour SLA||24x7, 1 Hour SLA|
|Support Calls per Year (related to Portainer and any Portainer Extensions)||-||5||Unlimited||Unlimited||Unlimited||Unlimited|
|Support to resolve issues with the underlying Container Platform (Docker, Docker Swarm, Kubernetes)||-||-||-||-||-||Y|
|Initial onboarding call to validate your Portainer deployment||-||-||30 minutes||30 minutes||-||-|
|Initial onboarding call (2 hour) to assist with setting up Portainer correctly||-||-||-||-||2 hours||2 hours|
|Monthly 1:1 Q&A call (30 minutes) for assistance with any “how to” questions||-||-||-||-||Y||Y|
|Assisted Fault triage via remote screen share||-||Y||Y||Y||Y||Y|
|Named support contacts||-||1||4||4||10||10|
|Price||FREE||$250 per Year per named contact||$120 per Docker Host per Year||$240 per Docker Host per Year||$700 per Docker Host per Year||$2000 per Docker Host per Year|
|Get Support||Get Support||Get Support||Get Support||Get Support|
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