Technical support included, and more when you need it
Every TruoCloud customer gets the same technical team included, at no extra cost. If you also want us operating alongside you —migrations, tuning, on-call— there are plans that add hours and committed response times.
No cost
The base is included
You do not have to buy anything to get support. You pick the ticket priority yourself, and it is not billed.
In-house team
No handoffs
You are answered by the technical team that runs the platform, not by a first line that escalates.
One channel
A ticket in the panel
It is the default route and the only one with end-to-end traceability.
Automatic
24/7 monitoring
The platform is watched and self-heals around the clock. The availability commitment runs with it.
Plans
Support included, and more when you need it
Every service includes support in Spanish from our own team, Monday to Friday, 8:00 to 17:00 VET. If you also want us operating alongside you —migrations, tuning, deployments— there are plans that add hours and committed response times.
Included
In every plan$0
No extra cost
- Unlimited tickets in Spanish, our own technical team
- First response < 4 business hours, critical incidents < 1 h
- Platform monitoring and status page
- Assisted migration from your current provider
Business Support
Popular$99/mo
Everything included, plus:
- Direct WhatsApp channel and queue priority
- First response < 1 h in business hours, whatever the severity
- 5 hours a month of assisted administration (tuning, deployments, updates)
- Monthly backup and capacity review
Enterprise Support
From $399/mo
Everything in Business, plus:
- An assigned engineer who knows your architecture
- < 15 min response SLA and an on-call phone line
- 20 hours a month of joint operation and planned change windows
- Restore drills and quarterly architecture review
Hours
What runs 24/7 and what has a schedule
These are three separate layers and we keep them apart on purpose. Blending them is how a provider ends up promising someone awake at 3 a.m. who does not exist.
Monitoring and recovery
24/7
Automatic. The platform detects the fault and remediates it on its own. There is no person on call and we do not promise one.
Availability commitment
24/7
Runs around the clock. If automation does not recover the service overnight, credit accrues under the Service Level Agreement.
Human support
Mon-Fri 8:00 to 17:00 VET
Tickets and questions. This is the window in which the response clock runs.
VET is Venezuela time (UTC-4).
Timing
First response targets
Counted in business hours: the clock only runs inside the human support window.
| Severity | What it is | First response target |
|---|---|---|
| P1Critical | Production service down, with no workaround available. | 1 business hour |
| P2Degraded | Production running but degraded: slowness, intermittent errors. | 4 business hours |
| P3Non-production | Test environment affected, or a technical question with impact. | 1 business day |
| P4Guidance | Questions, usage doubts, how-to, administrative. | 2 business days |
A P1 opened at 16:30 on a Friday is due at 8:30 on Monday. We would rather say it that way than promise an hour that does not hold on a Saturday.
These are service targets, not a credit-backed commitment. The only credit comes from the Service Level Agreement, for unavailability. SLA
Scope
How far support reaches
The boundary is written down because it matters: your code runs on Truo Deploy and on your VPS, and without this line every broken deploy would arrive as a platform claim.
Covered
- The virtual machine and its lifecycle
- The network, the IPs and routing
- Storage and the platform's own backups
- The gateway and managed TLS
- The panel and provisioning
Not covered
- Your code and your application configuration
- Your database schema and queries
- Software you install inside the VM
- The contents of your WordPress or your container
Out of scope does not mean on your own: if the problem is ours and shows up looking like yours, we still go find it.
How to open one
The ticket is the channel
Three steps, from the panel, with the full history.
Client panel- 1
Open the ticket from your panel
It gets attached to the affected service, which saves the first round of questions.
- 2
Pick the severity
The selector is open to everyone and costs nothing. Mark P1 only when production is down.
- 3
Follow up in the same thread
The whole conversation and the resolution stay in writing on the ticket.