Technical questions
Skip the first-line queue
Bring an exception, a confusing behavior, or a focused implementation question to the people who know the code behind your stack.
GraphQL support plans
Support from the people who build the platform.
Work with the engineers who build Hot Chocolate, Fusion, and Nitro, not a first-line queue. Choose the plan with the incident allowances, response times, and support channels your production team needs.
Production incidents
Escalate with a defined response time
Open a critical incident through your plan's support channel and track it against the incident allowance and response time in your agreement.
Ongoing operations
Keep the product team close
Use the private channels, issue tracking, and status reviews included with your plan to keep technical context available as your GraphQL platform evolves.
Plans
Four plans. Pick the one that fits.
Startup
Small teams, steady cadence
$450
per month
- Private Slack channel
- 2 critical incidents
Business Coverage
Business
Larger teams, critical work
$1,300
per month
- Private Slack channel
- 5 critical incidents
- Non-critical incident coverage
- 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
Compare GraphQL support coverage
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 | Included (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 by the next business day. Enterprise responds to critical incidents within 24 hours. Business responds to non-critical incidents within 3 business days, while Enterprise responds by the next business day. Community Slack is best effort.
How is an incident opened and tracked?
Startup, Business, and Enterprise include a private Slack channel. Business and Enterprise also include a private issue tracking board. Enterprise adds email and phone support to the listed channels.
Which paid support plan should we choose?
Startup fits a team that needs a private channel and limited critical-incident coverage. Business adds non-critical incidents, email support, and private issue tracking. Enterprise adds tailored terms, more channels, status reviews, and a dedicated account manager.
What products can a plan cover?
The support page covers Hot Chocolate, Fusion, and Nitro. Tell us which products and deployment models are on your critical path so the commercial agreement can reflect the systems your team operates.
How is support different from an advisory engagement?
A support plan provides ongoing channels, incident allowances, and response terms. Advisory is scoped around a design decision, review, troubleshooting session, or implementation. Teams can use either service or combine them.
Enterprise
Your coverage, your teams, your platform.
Enterprise is for organizations running Hot Chocolate, Fusion, or Nitro across multiple teams. Get a 24-hour critical response time, phone support, status reviews, and a dedicated account manager, with final terms defined in your agreement.
- Tailored response times
- Dedicated account manager
- Phone support
- Status reviews
- Unlimited critical incidents
- Private issue tracking board
Ready when you are.
Join the public Slack for best-effort community help, or tell us which products, teams, and incident response needs a paid plan should cover.