A quick question
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You hit an exception you've never seen before. Instead of debugging for hours, you send us a message and get an answer in no time.
ChilliCream Support
Support from the people who build the platform.
However you reach us, you’re working with the core engineers who build Hot Chocolate, Fusion and Nitro, not a first-line queue. Here is what that looks like in practice.
Production is down
We get on a call until you're back
Something critical breaks. You email us and open a ticket, and a core team member jumps on a call, staying with you until production is running again.
A second opinion
Book time with the team
Planning a migration or reviewing a schema? Schedule a session and we'll work through it together, live, with the people who build the platform.
Plans
Four plans. Pick the one that fits.
Most Popular
Business
Larger teams, critical work
$1,300per month
- Private Slack Channel
- 5 critical incidents
- 2 non-critical incidents
- Email support
Enterprise
Whole-org coverage, tailored terms
Custom
- Private Slack Channel
- Unlimited critical incidents
- 10 non-critical incidents
- Phone support
- Dedicated account manager
- Status reviews
Compare plans
Feature comparison
| Capability | Community | Startup | Business | Enterprise |
|---|---|---|---|---|
| Response & incidents | ||||
| Critical Incidents | Not included | 2 (next business day) | 5 (next business day) | Unlimited (24 hours) |
| Non-critical Incidents | Not included | Not included | 5 (3 business days) | 10 (next business day) |
| Channels | ||||
| Public Slack Channel | Included | Included | Included | Included |
| Private Slack Channel | Not included | Included | Included | Included |
| Private Issue Tracking Board | Not included | Not included | Included | Included |
| Email Support | Not included | Not included | Included | Included |
| Phone Support | Not included | Not included | Not included | Included |
| Strategic | ||||
| Dedicated Account Manager | Not included | Not included | Not included | Included |
| Status Reviews | Not included | Not included | Not included | Included |
FAQ
Common questions
What counts as a critical incident?
An incident is critical when a production system you run on Hot Chocolate, Fusion, or Nitro is down, returning wrong data, or otherwise hard-blocked. Anything that degrades a live user experience qualifies. Local dev issues and questions are non-critical.
How fast do you respond?
Startup and Business respond to critical incidents the next business day. Enterprise responds to critical incidents within 24 hours, any day. Non-critical incidents are 3 business days on Business and next business day on Enterprise. The Community plan is best-effort in public Slack with no guarantee.
How is an incident opened and tracked?
Paid plans get a private Slack channel staffed by ChilliCream engineers. Business and Enterprise additionally get a private issue tracking board so every incident has a ticket, an owner, and a written history you can audit.
What happens when I use up my incidents in a month?
We do not cut you off mid-fire. We keep working the incident and reach out to discuss either a one-time top-up or moving to the next plan. Incidents do not roll over month to month.
Do you support self-hosted Nitro and on-prem deployments?
Yes. Business and Enterprise both support self-hosted Nitro, Fusion gateways, and Hot Chocolate services running in your own cloud or on-prem. Enterprise adds tailored response times and a named account manager who knows your topology.
Can we change plans later?
Yes. You can upgrade at any time and the new response time takes effect immediately. Downgrades take effect at the start of the next billing month so an in-flight incident never falls between plans.
Enterprise
Your coverage, your teams, your platform.
Enterprise is for organizations running Hot Chocolate, Fusion, or Nitro across many teams and business units. When you need a 24-hour critical response time, phone support, and regular status reviews, we tailor the contract, the response times, and your named contacts to fit how you operate.
- Tailored response times
- Dedicated account manager
- Phone support
- Status reviews
- Unlimited critical incidents
- Private issue tracking board
Ready when you are.
Join the community Slack to talk to other ChilliCream users, or get in touch to size a paid plan for your team.