Support from engineers who know infrastructure. Not a ticket queue.
35 engineers with 17 years of infrastructure operations experience. 15-minute P1 response. Named engineer assigned at Pro tier and above. Bundled with managed hosting plans or available standalone from ₹15,000/mo.
What technical support covers
Infrastructure support from engineers who have seen the failure modes before — not a call center reading from a script.
15-min P1 response
Server down, database unreachable, error rate spike — a qualified infrastructure engineer picks up within 15 minutes. Not an automated acknowledgement. An engineer who can act.
Named engineer at Pro+
At Pro and Enterprise tiers, you get a named account engineer who knows your stack. They own your incidents end-to-end and handle the follow-up. Not a rotation of strangers.
Slack, WhatsApp, phone
Reach us via Slack (shared channel), WhatsApp, or phone — depending on your tier. We meet you where you already communicate. No mandatory ticket portal.
Infrastructure scope
Linux and Windows Server, AWS, GCP, bare metal, Nginx, Apache, MySQL, PostgreSQL, Redis, Docker, Kubernetes. If it's part of your infrastructure stack, we cover it.
Application-level escalation
We go beyond OS and network. Slow queries, PHP-FPM pool exhaustion, Node.js memory leaks, Laravel queue failures — we diagnose application-layer issues before escalating to your dev team.
Incident documentation
Every P1 and P2 incident gets a written summary: timeline, root cause, actions taken, and preventive recommendations. Your team gets the context, not just a ticket closure.
Technical support pricing
Standalone support plans or bundled with managed hosting. Pick the tier that matches your P1 SLA and team size.
Infrastructure support for small teams and single-site operations
- 24/7 uptime monitoring + alerting
- Email support, 8hr response on P2/P3
- 4hr response on P1 issues
- Incident documentation for P1 events
- Up to 3 servers in scope
Named engineer, 15-min P1, and Slack access for growing teams
- Named account engineer assigned
- 15-min P1 response, 24/7
- Slack shared channel access
- 2hr P2 response, 8hr P3
- Application-layer triage included
- Monthly ops review call
- Up to 15 servers in scope
Dedicated engineer, custom SLA, and full incident ownership
- Dedicated senior engineer assigned
- 15-min P1, phone escalation path
- Custom SLA agreement available
- Unlimited server scope
- Quarterly architecture and ops review
- Compliance support (SOC 2, PCI-DSS)
Support plans include infrastructure scope only. Application code review and development are not included. Bundled at no extra charge for ZenoCloud managed hosting Enterprise plan clients. Custom escalation trees and multi-team routing available on Enterprise.
ZenoCloud support vs your in-house on-call
An in-house on-call rota is one engineer trying to cover nights and weekends. ZenoCloud support is 35 engineers with 17 years of pattern-matching.
| Feature | In-House On-Call Rotation | ZenoCloud Technical Support |
|---|---|---|
| 24/7 coverage | Only if you staff a rota | |
| 15-min P1 response guaranteed | Depends on who answers | |
| 35-engineer team depth | Usually 1–3 people rotating | |
| Named engineer who knows your stack | If you're lucky | Pro+ tiers |
| Application-layer diagnosis | Depends on skill set | |
| Incident documentation | If someone writes it | |
| Monthly cost | ₹1,50,000+ (burdened cost) | ₹15,000–₹50,000 |
17 years of being there when it matters.
“It's been 17 years with ZenoCloud. More than a vendor — they've been family. Trustworthy, dependable, and always there when we needed them.”
Technical support — common questions
What counts as a P1 incident?
Is support included with managed hosting plans?
What is a named engineer, exactly?
Do you support application code, or only infrastructure?
Can we use our own incident management tool (PagerDuty, OpsGenie)?
How does the phone escalation path work on Enterprise?
35 engineers on call. Not one person on a rota.
15-min P1 response. Named engineer at Pro+. Infrastructure support that actually resolves — not just acknowledges. Talk to our team to match the right plan to your stack.
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