Enterprise-grade support for your infrastructure
When you're running mission-critical infrastructure in production, you can't afford to wait for a forum reply or to figure it out yourself. You need fast, expert help from people who know your stack inside and out.
That's exactly what you get with Spectro Cloud support. Every tier is backed by certified engineers with deep expertise in full-stack infrastructure and AI management — not a chatbot, not a ticket queue, not best-effort community support.
“It's been great to work with the Spectro Cloud team. Support is exceptional. The team is highly experienced, talented and delivers on time.”
It’s all covered
Our support covers issues across the full Spectro Cloud platform — including Palette, PaletteAI, our VerteX editions, and the verified integrations in your stack — in every environment, from edge to cloud.
Whether you're running SaaS, dedicated SaaS, or self-hosted, you get the same level of expert coverage. No finger-pointing between vendors. No bouncing between support desks. One team, one ticket, one resolution.
We have support engineers located around the globe, so we can meet your coverage needs across time zones — and help satisfy data sovereignty requirements where local engagement matters.
And don’t forget, the best support is the one you don't need to use. The Palette platform has an impressive uptime record, with regular updates and enhancements delivered near-seamlessly.
Three tiers. One standard of quality.
Every Spectro Cloud customer (that’s you!) gets access to expert technical support. Choose the tier that matches the scale and criticality of your deployment.
Service scope
Proactive assistance
Initial response time
P2: 8 hours
P3: 2 business days
P2: 4 hours
P3: 8 hours
P2: 2 hours
P3: 4 hours
Hours of operation
Business hours for all other issues
(8am–5pm, local time zone)
Business hours for P3
Slack access
Support portal, documentation, and knowledge base
Online and email ticket submission
A dedicated technical expert for the most critical deployments
A TAM is a named technical expert who knows your environment, your goals, and your architecture. They don't just react to issues — they work proactively to help you operate, scale, and get more value from the platform.
Your TAM acts as your point of escalation for critical issues, coordinates with internal engineering to drive resolution, and advocates for your needs with our product team. They provide architecture reviews, configuration guidance, and best-practice recommendations tailored to your environment.
How to get a TAM:
- Premium tier: Your TAM is included.
- Pro tier: Add a TAM for $100,000 per year.
- Standard tier: TAM isn't available. Upgrade to Pro to unlock this option.
Resources
Access our support portal (Customers only)
Documentation
Join our community Slack
Frequently asked questions
The right tier depends on the scale, criticality, and complexity of your deployment. As a general guide:
- Standard is well suited to smaller deployments with an annual software license cost up to around $100k — production support with business-hours coverage and solid response times.
- Pro is a good fit for mid-scale deployments (roughly $100k–$500k in annual software license cost) where you need faster response times, 24×7 coverage for critical issues, and support across all your environments — not just production.
- Premium is designed for large-scale or mission-critical deployments (typically $500k+ in annual software license cost), where a named TAM, the fastest response times, and around-the-clock coverage give you the confidence to operate at scale.
These are recommendations, not requirements. Your account team can help you find the right fit.
We believe in keeping things simple. Each support contract is priced based on a percentage of your total Palette or PaletteAI software license spend each year.
Support resolves issues where the software isn't performing as documented. A resolution may be a fix, a workaround, or other relief that gets you back on track.
Support covers the full Spectro Cloud platform and its verified integrations — so you get a single point of contact for issues across your stack, rather than chasing multiple vendors.
Support is about resolving issues. Professional services is about building, migrating, and optimizing. Things like initial implementation, custom integrations, training, and project management fall under professional services, not support.
If you're not sure which you need, ask your Customer Success Manager or contact us — we'll point you in the right direction.
Yes. You can move from Standard to Pro, or from Pro to Premium, at any time. Talk to your account team to arrange an upgrade.
A Technical Account Manager is a named technical advisor assigned to your account. They provide proactive guidance — architecture reviews, upgrade planning, configuration optimization — alongside acting as your escalation point for critical issues. A TAM works alongside your Customer Success Manager, bringing deep technical context to business reviews and helping you get the most from the platform.
For qualifying issues (P1 on Standard; P1/P2 on Pro and Premium), our global engineering teams provide around-the-clock coverage. For 24×7 support on P1/P2 issues at the Pro and Premium tiers, we ask that a customer contact remains available to collaborate on triage and resolution.