Rundeck Support

From product advice to help with troubleshooting, our support team has you covered.

RDE Support

 

Rundeck Enterprise Support Tiers

Rundeck provides professional support and account management to all customers as part of their Rundeck Enterprise license. There are two tiers of support available.

LightningBoltOutline
Platinum
UserGroupOutline
Enterprise
UserGroupOutline
Community
Support

Support Availability

24:7
8:5 Business hours

Support for Rundeck Community is provided by the Community

Support Users

Designate up to 5
Designate up to 3

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SLA Severity 1 cases

1 hour response time
1 business day response time

-

Customer Success

Account Manager

Option to upgrade to a Technical Account Manager
Option to upgrade to a Technical Account Manager

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Technical Reviews

Monthly
Quarterly

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Business Reviews

Quarterly
Yearly

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Operations Workshops

On-demand
Yearly

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Visit the Rundeck Community Product page to learn more.

Learn More

LightningBoltOutline
Platinum
Support

Support Availability

24:7

Support Users

Designate up to 5

SLA Severity 1 cases

1 hour response time
Customer Success

Account Manager

Option to upgrade to a Technical Account Manager

Technical Reviews

Monthly

Business Reviews

Quarterly

Operations Workshops

On-demand
UserGroupOutline
Enterprise
Support

Support Availability

8:5 Business hours

Support Users

Designate up to 3

SLA Severity 1 cases

1 business day response time
Customer Success

Account Manager

Option to upgrade to a Technical Account Manager

Technical Reviews

Quarterly

Business Reviews

Yearly

Operations Workshops

Yearly
UserGroupOutline
Community
Support

Support Availability

Support for Rundeck Community is provided by the Community

Support Users

--

SLA Severity 1 cases

-

Customer Success

Account Manager

--

 

Technical Reviews

--

Business Reviews

--

Operations Workshops

--

Explore Rundeck Features

Customer Success Plan Details

Technical Reviews

Get a regular analysis of your Rundeck implementation and a review of best practices with Rundeck experts to ensure your team is getting the most out of Rundeck. The Technical Review looks at your configuration, any open issues, and the overall health check of your current Rundeck implementation.

Business Reviews

The Rundeck team will take a consultative approach to helping you review the success of your current Rundeck usage and discuss ways to improve ROI or expand usage. This is also an opportunity for you to learn more about Rundeck’s roadmap and important industry trends.

Operations Process Improvement Workshop

This is a private “whiteboard focused” workshop led by Rundeck’s operations improvement experts. The workshop guides attendees to identify inefficiencies, bottlenecks, and risks that may be undermining current operations processes for managing applications and infrastructure.

Technical Account Manager

In addition to the support and customer success benefits listed above, Rundeck Enterprise customers have the option to upgrade to a Technical Account Manager (TAM). The TAM is a support add-on designed to deliver the highest level of support throughout the entire term of your Rundeck license. In addition to the Rundeck Enterprise or Rundeck Enterprise Platinum Support, the TAM service provides a dedicated, part-time, primary technical contact at Rundeck who will work with you directly to understand and realize your ongoing technology requirements. Your TAM will help you implement Rundeck within your organization, assist in planning migrations and upgrades, advise you on how to configure your environments, and assist with integrating Rundeck with other software in your catalog or ecosystem. Your TAM will oversee technical support escalations and coordinate with Rundeck subject matter experts to help address technical inquiries.

Still have questions?

For further details on our support plans please reach out to our Sales Team directly or contact your Account Manager if you are an existing Enterprise customer.

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