HailBytes SAT Support Plans
Every deployment includes free Community support with documentation, tutorials, and ticket access. Upgrade to a paid plan when your team needs faster SLAs.
Included free with every HailBytes SAT deployment. Most teams start here.
- 1 seat (team member)
- 2 support tickets per month
- Best-effort response (no SLA guarantee)
- Community & email support
- Community Discord access
- Documentation & tutorials
- Priority support
- SLA guarantees
- Dedicated account manager
- 3 seats (team members)
- 10 support tickets per month
- 72-hour SLA during business hours (Mon–Fri, 9am–5pm ET)
- Priority email support
- Deployment guidance
- Private Slack channel
- Monthly check-in call (30 min)
- 24/7 coverage
- Critical severity support
- Dedicated account manager
- 10 seats (team members)
- 30 support tickets per month
- 24-hour SLA, 24/7 including weekends
- Critical severity support (Enterprise only)
- Dedicated account manager
- Custom integration support
- Quarterly strategic consultations
- Security architecture reviews
- Custom training sessions
- Executive escalation path
Need more capacity? Additional seats are $55/seat/month and additional tickets are $50/ticket on both paid plans.
Payment Options
Azure Marketplace
Use your existing Azure committed spend. Search for "HailBytes SAT Support Hub" on the Azure Marketplace.
Subscribe NowAWS Marketplace Coming Soon
Use your AWS committed spend (not yet available)
International customers: the Azure Marketplace path uses Microsoft as reseller of record in your country, which for Brazilian customers means Microsoft do Brasil invoices in BRL and issues the Brazilian Nota Fiscal Eletrônica. ICMS, ISS, PIS/COFINS, import-of-services tax, and FX conversion route through Microsoft's established local-compliance infrastructure rather than through HailBytes. Once the AWS Marketplace Support Hub listing is published, the same pattern applies through AWS Brasil. See how to buy HailBytes for the full international procurement flow.
Detailed Feature Comparison
Compare support tiers side-by-side
| Feature | Community | Professional | Enterprise |
|---|---|---|---|
| Monthly Price | Free | $550/month | $1,650/month |
| Annual Price | Free | $5,500/year ($458/mo effective) | $16,500/year ($1,375/mo effective) |
| Seats (Team Members) | 1 | 3 | 10 |
| Tickets per Month | 2 | 10 | 30 |
| Overage Pricing | N/A | $55/seat/mo, $50/ticket | $55/seat/mo, $50/ticket |
| Response Time SLA | Best effort | 72 hours (business hours, Mon–Fri 9am–5pm ET) | 24 hours, 24/7 including weekends |
| Support Channels | Email, Discord | Email, Slack, Phone | Email, Slack, Phone, Emergency |
| Coverage Hours | Best effort | Business hours (Mon–Fri, 9am–5pm ET) | 24/7/365 |
| Critical Severity Support | - | - | ✓ Enterprise only |
| Dedicated Account Manager | - | - | ✓ |
| Deployment Assistance | Documentation only | ✓ Deployment guidance | ✓ Hands-on deployment |
| Custom Integration Support | - | Basic guidance | ✓ Full assistance |
| Security Architecture Reviews | - | - | ✓ Quarterly |
| Check-in Calls | - | ✓ Monthly (30 min) | ✓ Bi-weekly + Quarterly strategic |
| Training | Self-service | Recorded sessions | ✓ Custom live sessions |
Frequently Asked Questions
What happens if I exceed my ticket or seat limit?
On paid plans (Professional and Enterprise), additional seats are billed at $55/seat/month and additional tickets at $50/ticket. The Community plan does not support overages - you would need to upgrade to a paid plan for additional capacity.
How does the SLA response time work?
The SLA clock starts when you submit a support request. For Professional, the 72-hour response time counts business hours only (Monday–Friday, 9am–5pm ET). For Enterprise, the 24-hour response time counts around the clock, 24/7 including weekends and holidays.
Can I switch plans mid-billing cycle?
Yes. Upgrades take effect immediately and are prorated for the remainder of your billing cycle. Downgrades take effect at the start of the next billing cycle.
How do I subscribe through Azure Marketplace?
Search for "HailBytes SAT Support Hub" on the Azure Marketplace, select your plan, and subscribe using your Microsoft account. Your subscription will be active immediately, and billing will go through your Azure account.
How does support billing work for international customers?
The Azure Marketplace path puts Microsoft on the invoice in your country. For Brazilian customers, that means Microsoft do Brasil invoices in BRL and issues the Nota Fiscal Eletrônica; ICMS, ISS, PIS/COFINS, and import-of-services tax route through Microsoft's existing Brasil compliance infrastructure. Once the AWS Marketplace Support Hub listing is published, the same pattern applies through AWS Brasil. If your procurement prefers a direct contract instead, support is invoiced from HailBytes LLC under the standard export-of-services arrangement; tell us at contracts@hailbytes.com and we'll quote accordingly. Full international procurement detail: how to buy HailBytes.
Is support included with my HailBytes SAT deployment?
Yes. The Community plan is included free with every HailBytes SAT deployment, giving you 1 seat, 2 tickets per month, and community/email support. Professional and Enterprise plans are optional upgrades for teams that need faster SLA response times, more seats, and dedicated assistance.
Do you offer custom enterprise agreements?
Yes. For organizations needing custom SLAs, additional support hours, or multi-year commitments, we offer tailored enterprise agreements. Contact our sales team to discuss your requirements.
What is Critical Severity support?
Critical Severity is an Enterprise-only escalation level for issues that cause complete service outages or major security incidents. Critical tickets receive a 24-hour response time around the clock, with an executive escalation path for immediate attention.
Not Sure Which Plan is Right?
Talk to our team about your needs. We'll help you choose the right support level for your organization.