Silver & Gold Support
Each Brightbox server comes with our renowned standard support included by default. However, customers who require an additional level of support and/or management can take advantage of our Silver and Gold support plans.
The table below shows which services and features are included with each level of support plan. In addition, our Support Guide provides detailed information on how customers can get the most from Brightbox support services.
If you have any questions about Brightbox support plans, please get in touch
| Brightbox Support Matrix | Bronze Standard support |
Silver Extended support |
Gold Fully managed |
|---|---|---|---|
| Ideal for… | Non-critical applications or customers with in-house Sys Admin expertise. | Customers wanting additional peace-of-mind and 24/7 emergency phone coverage. | Business critical applications requiring high availability & fully managed service. |
| Wiki & Forums |  |
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| 24/7 Helpdesk Support † | |
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| 24/7 Phone Support † | - | |
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| Inclusive “Hands-on” Support (more ↓) | - | 30 mins | 120 mins |
| Inclusive Managed Backups (more ↓) | - | - | |
| App & Cluster Management (more ↓) | - | - | |
| 24/7 Monitoring & Response (more ↓) | - | - | |
| Price per month (more ↓) | - | £49 or 20% of spend |
£349 or 30% of spend |
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† Emergencies only outside normal business hours – please read the Support Guide for details
“Hands-on” Expert Support
Silver and Gold Support plans have inclusive Hands-on Expert Support time each month, which can be used for a variety of server configuration tasks.
App & Cluster Management
Gold Support customers usually have several Brightboxes configured in a cluster for high availability and/or high performance. Gold support covers the initial configuration and ongoing management of these clusters.
What is included?
- Initial configuration design
- Initial deployment
- Ongoing deployment assistance
- Fault diagnosis
- Scaling advice
What isn’t included?
- Code rewriting
- App debugging
- Testing code
24/7 Monitoring & Response
We’ll configure several monitor checks for both your application and Brightboxes on our Nagios monitoring system. We recommend that you provide a URL to monitor to enable us to assess the availability of your application. We can provide advice to your developers on how best to achieve this.
Brightbox engineers will respond 24/7 to alerts and attempt to resolve emergency issues immediately. In the event of an application-related issue – we will get in touch with your appointed technical contact to advise them of the problem.
Managed Backups
Gold Support includes our Managed Backup service at no extra cost.
By default, full backups occur once a week (usually Sunday mornings) with incremental backups all other days (incremental being anything that has changed since the last full backup). Full backups are normally retained for 8 weeks and incrementals for 7 days, depending on space available. Managed Backups comes with 10GB of backup space with extra space charged at just £5/month per additional 10GB block required.
See the Managed Backups page for more information.
Pricing
Pricing for Silver Support is either £49/month or 20% of account spend, whichever is greater. Gold Support is priced at £349/month or 30% of account spend, whichever is greater. Annual pricing is equal to 10 x monthly price i.e discounted by 2 months fees.
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