Are emergency deployments included in the price?
In short and in plain language
Emergency jobs are part of the monthly flat fee under your contract.
This covers our first reaction, the search for the cause and help with outages.
Big special cases can cost extra, for example cleaning up after a hack. We tell you the costs beforehand and agree on them with you.
Within the agreed SLA, emergency deployments are included in the monthly flat rate. This covers first response within the committed timeframe, diagnosis and recovery for outages and security incidents. You therefore do not pay extra per incident, which avoids the usual argument about cost at exactly the wrong moment.
To be distinguished from the included deployments are demanding special cases, such as the complete cleanup after a major hack with a compromised database, or a system migration. Such work may incur additional charges, but it is always calculated transparently in advance and coordinated with you. How the exact emergency process works is described on the emergency support page.