Caspio offers several support plans so you can choose the precise level of service you need, and details of each service are described below on this page. Please note Business Support is already included in Standard plans.
|Online Help Documentation||Yes||Yes||Yes|
|Data Backup and Archiving||7 days||14 days|
|Live Support (Phone and Chat)||Yes||Yes|
|Response Time (Hours)||8||4|
|Assigned Technical Account Manager||Yes|
|Expert Sessions||1 hr/mo|
|Service Level Agreement (SLA)||Yes|
|24/7 Emergency Support||Yes|
The following per-incident services may be requested by opening a support ticket or contacting Caspio Support.
|Per-Incident Support Case||$50 per incident|
|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.
Chances are your questions may be already answered on Caspio's HowTo site. In addition to in-depth help documentation, there are also many videos tutorials with step-by-step instructions.
Free instructor-led web-based training sessions are available to all customers. These 45 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 issue reporting and resolution. You can submit new tickets, upload file attachments, view your open and past tickets, and communicate directly with Caspio support engineers from a central location. Ticket response times 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 if you want a quick answer.
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:
Our new customer onboarding program is a guided, personalized service whereby a Caspio support engineer works with you to create your first app. The goal of onboarding is to save you time and potential frustration of working with a new technology under a tight deadline.
Onboarding is available during the initial 90 days after account sign up, and includes:
The Technical Account Manager (TAM) is a trusted technical advisor to customers on a VIP Support plan. The TAM works closely with Caspio internal teams such as Professional Services, Operations, Engineering, Product Development and Account Management to make sure your requests are addressed in a timely manner. The TAM role is:
The following areas are outside the scope of standard support. Provided that our team is familiar with your specific programming language, Developer Support can used for assistance in:
Caspio backs up your data and applications daily and archives them for 7 or 14 days for Business Support and VIP Support customers respectively. 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, include the following information in a support ticket:
Caspio utilizes a third-party monitoring service to check availability and response times 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 for VIP Support customers and guarantees that Caspio is financially accountable for service uptime and performance. 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. For more details, refer to the SLA Agreement (or your own signed agreement if applicable).
Emergency Support is offered to VIP Support customers for issues that hinder the operation of deployed applications. A special phone number is made available for contacting Caspio after business hours. Emergency Support is not for day-to-day technical questions.