Support Packages
Starting March 3, 2025, Logz.io will introduce tailored support packages to better serve our customers. These packages are designed to provide the right level of insights, expertise, and resources to meet your evolving needs and help you accelerate your observability journey.
To ensure your team is equipped with the support it needs, here is an overview of the services available in your support package:
Support packages overview
| Basic | Silver | Gold and Trials | Enterprise | |
|---|---|---|---|---|
| Included in all paid Logz.io plans | Minimum Spend of $5k annually, or $400/month | Minimum Spend of $10k annually, or $800/month | Enterprise Accounts - Contact our team to purchase | |
| Documentation & learning | ✔ | ✔ | ✔ | ✔ |
| Support tickets (Email) | ✔ | ✔ | ✔ | ✔ |
| Support chats (During Business Hours) | ✖ | ✔ | ✔ | ✔ |
| Support chats (24/7) | ✖ | ✖ | ✔ | ✔ |
| Dedicated Customer Success | ✖ | ✖ | ✖ | ✔ |
Trial accounts receive our Gold service package for the duration of their trial.
Identify your current support plan
To determine your current support plan, log in to your Logz.io account and follow these steps:
- Navigate to Settings > Plans and Usage
- Click on Billing & Invoices: Manage to access the Stripe portal.
In the Stripe Portal:
Open your recent invoices to review your monthly or yearly spending. Your spending determines the Logz.io plan associated with your account.
Examples:
Yearly plan invoice:
Monthly plan invoice:
Upgrade your support plan
To upgrade your support package, you’ll need to increase your monthly or yearly Logz.io subscription.
To do so, navigate to Settings > Plans and Usage and upgrade your plan to a higher tier.
Your Logz.io subscription can include any combination of products (logs, metrics, traces, SIEM) and can be set as a monthly or annual plan to suit your needs.
If you have any questions, feel free to reach out to us at our Support Help Portal.