Caspio pricing plans come with different levels of support, as shown in the table below.
|Online Help Documentation||Yes||Yes||Yes|
|Group Live Training||Yes||Yes||Yes|
|Account Backup/Archiving||7 days||14 days|
|Live Support (Phone and Chat)||Yes||Yes|
Time (Business Hours)
Mon-Fri, 7am-5pm PST, except US holidays
|Assigned Technical Account Manager||Yes|
|Service Level Agreement (SLA)||Yes|
|24/7 Emergency Support||Contact Us||Yes|
The following per-incident services may be requested by opening a support ticket or contacting Caspio Support.
|Backup Recovery||Custom quote|
|Custom Development||Custom quote by
Caspio Community Forums are monitored by Caspio support staff; however, response times are not guaranteed. These forums are public. Never post account names or passwords. Caspio is not responsible for quality or correctness of answers provided by the community.
Caspio's HowTo site is the official documentation of Caspio. In addition to in-depth help documentation, there are also a number of videos tutorials with step-by-step instructions.
Free instructor-led web-based training sessions are available to all customers. These 50 minute sessions are a great way to get up-and-running with Caspio quickly.
If your support plan includes Live Support, you can call us at (+1) 650-691-0900 or chat with us anytime during standard support hours Monday through Friday, 7am to 5pm Pacific Time (excluding U.S. holidays).
The Caspio Support Portal is the recommended method for seeking assistance, as many questions require detailed answers. You can submit new tickets, upload attachments and screenshots, and view your open and past tickets. Ticket response times depend on your support tier and are shown in the table above.
Please do not send support inquires via email to Caspio staff or through web forms on the website. Use the support portal for the fastest response.
Expert Sessions are one-on-one phone or web conference meetings with a Caspio technical expert. Services that can be provided through these sessions are:
The Technical Account Manager (TAM) is a trusted technical advisor who is the liaison between you and Caspio internal teams such as Professional Services, Operations, Engineering, Product Development and Account Management to ensure your requests and issues are addressed in a timely manner. The TAM role is:
Provided that our team is familiar with your specific programming language and the service is included in your plan, Developer Support can be used for assistance with:
Caspio backs up your data and applications regularly and archives them in case there is a need to recover lost data or applications. If you accidentally delete, overwrite, or inadvertently alter a table or DataPage, you may request backup recovery to a specific date within your archiving range. This service is provided on a per-incident basis and the cost depends on the extent of the recovery. To request a quick quote, include the following information in a support ticket:
Caspio utilizes a third-party monitoring service to check uptime and performance of the various Caspio servers on a 24/7 basis. Our system health report is updated every 5 minutes and shows current and historic performance statistics.
Our Service Level Agreement (SLA) is available depending on your plan and guarantees that Caspio is financially accountable for service uptime and performance levels. Additionally, SLA customers receive advance notice of upcoming scheduled maintenance and have an opportunity to request a change of schedule if the maintenance window causes avoidable inconvenience. Caspio tries to honor these requests to the extent possible. For more details, refer to the SLA Agreement (or your own signed agreement if applicable).
Emergency Support is available depending on your plan and covers issues that hinder the operation of deployed applications. Emergency Support is not for day-to-day technical questions. A special phone number is made available for contacting Caspio after business hours.