Every team has a war story about downtime.

It could have been a Friday evening deployment that broke production. Or a sudden traffic spike that took your app offline just as your biggest customer was giving a demo. Or worse - a quiet outage that went unnoticed for hours until users started flooding support with angry emails.

When your app is mission-critical, these aren’t just technical hiccups. They’re business problems: lost revenue, shaken trust, and sleepless nights for your team. This is why, when all hell breaks loose, having adequate and fast support is essential.

At SashiDo, every app comes with a Standard Support Package by default. For most teams, that’s enough to keep things running smoothly with 24/7 monitoring, automated recovery, and our super-friendly human support.

For teams operating mission-critical apps, where every minute counts, we created the Advanced Support Package. It builds on the Standard package and adds faster response times, priority incident handling, direct collaboration with our engineers, and more.

Let’s break down what’s included and when each package makes the most sense.

Standard Support - A Solid Foundation

Every SashiDo app starts with Standard Support at no extra cost. It’s designed to give you peace of mind without added complexity, and it is included within each app’s base fee.

Photo by Yan Krukau

24/7 App Health Monitoring & Auto-Recovery

Your apps are continuously monitored around the clock. If an infrastructure issue appears, our automated recovery mechanisms step in to fix it in the background, often before you’re even aware that anything went wrong. This self-healing layer resolves the majority of infra-related problems without disruption to your users.

Real Human Support & Guidance

When you do need help, you’re never left talking to bots. Our Level 1 support team is staffed by real people who provide practical guidance and basic technical assistance to keep you moving forward.

Reliable Channels of Communication

Email and ticket support come with a guaranteed response within one business day, while live chat is available Monday to Friday during business hours for sales, billing, and general questions. You always have a clear way to reach us.

AI Assistants & Self-Help Resources

On top of human support, every customer has access to SashiDo’s AI Vibe Coding Assistants - pre-configured GPTs that can help you debug Cloud Code, generate functions, manage databases, and optimize performance. And if you prefer to explore solutions on your own, our Developer Docs and Blog tutorials offer best practices, troubleshooting tips, and step-by-step guides.

For the majority of apps, Standard Support is more than enough. The platform’s monitoring and auto-healing systems resolve most infrastructure issues automatically, while human guidance, AI tools, and resources ensure your team has the help it needs, when it needs it.

Advanced Support - The Next Level

Our Advanced Support Package builds on the Standard support included in every SashiDo app. It’s designed for teams that need faster response times, priority incident handling, and closer collaboration, running mission-critical applications where every minute of downtime impacts revenue, users, or trust.

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With Advanced Support, you keep all the 24/7 baseline monitoring and auto-recovery from Standard. But on top of that, you get the kind of partnership and priority treatment that makes the difference when quick resolutions and availability matter most.

Here is what’s included beyond Standard:

Critical Incident Response

Faster Response When It Counts

With Standard Support, our team aims to respond as quickly as possible, often much faster than the guaranteed one-business-day window. In urgent cases, we do our best to step in quickly, even outside working hours, but response times may vary depending on availability. Advanced Support, on the other hand, guarantees acknowledgement of your incident within two hours, day or night. It’s a level of responsiveness designed for high-stakes situations, where knowing the clock has started and someone is actively working on your issue provides extra peace of mind.

Fast-Track Recovery During Outages

Downtime on SashiDo’s platform is rare and usually short-lived; most incidents are resolved within two hours and often impact only part of the service. But for mission-critical apps, even short disruptions can hurt. With Advanced Support, your incidents are handled with top priority, so fixes are applied faster and escalations happen immediately. You’re not waiting in a queue; your issue is being actively worked on from the moment it’s reported.

Failover Support During Planned Maintenance

When planned maintenance is necessary, whether for infrastructure upgrades or provider changes, your availability remains top priority. With Advanced Support, we proactively migrate your apps to backup infrastructure ahead of time when needed, so scheduled work doesn’t disrupt your users. You stay online, your launches stay on track, and your business keeps moving without interruption.

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Direct Communication & Transparency

Dedicated Slack Channel for Critical Communication

With Advanced Support, you get a private Slack channel connected to our Level 2 Support team. It’s your direct line for faster coordination during urgent situations like critical app issues or infrastructure incidents. You’ll get timely updates, shared context, and quicker decisions, without going through standard ticket queues.

While real-time replies aren’t always guaranteed, your requests are prioritized and handled with full visibility from our senior team.

Post-Incident Reports

When a major platform incident lasts more than one hour, fixing it isn’t enough. In the rare cases that happen, we follow up with a clear, actionable report that explains the causes, the resolution steps taken, and what measures have been implemented to prevent recurrence. These reports aren’t just technical documents - they’re tools you can share with stakeholders, clients, or investors to show transparency, accountability, and a commitment to reliability.

Engineering & Scaling Support

Extra Engineering Help

Support isn’t only about reacting to problems - sometimes it’s about making sure they don’t happen in the first place. With Advanced Support, you get up to four hours per month of dedicated engineering time and an additional hour of architecture consultation. These hours are scheduled in the calendar upon request with our team and can be used for anything from bug fixes and performance tuning to one-off development tasks or custom setups.

Photo by Kevin Ku

Think of this as having a safety net. Whether your dev team pushed a buggy release that locked up production, or you’re prepping for a high-stakes launch and want a safety net, we’re here to help. Our engineers can jump in to debug complex cloud code-related issues, optimize performance, or guide you through custom infrastructure setups, so you’re not troubleshooting alone under pressure.

Proactive Architecture & Scaling Guidance

Scaling a fast-growing app brings its own risks. What worked for a few thousand users might not survive a 10x spike. That’s why Advanced Support includes monthly architecture consultation and tailored monitoring setup, so you can plan ahead instead of firefighting.

Monitoring That Warns You Early

One of the most frustrating ways to discover downtime is through angry users or customer support tickets. With Advanced Support, you’re alerted long before it gets that far. We’ll set up Grafana dashboards to track three key performance metrics for each app and configure proactive alerts when thresholds are reached. This way, you know something’s off before your customers do, and you can react quickly instead of being blindsided.

Pricing

The Advanced Support Package is a prepaid service available for a flat monthly fee of $2,500 per account, covering up to three applications. To keep things smooth, billing is prepaid in three-month cycles. Additional apps can be added for $500/month each.

This makes Advanced Support a strong fit not only for teams with ongoing needs but also for those preparing for specific high-impact events, like product launches, seasonal traffic spikes, investor demos, or major migrations.

Real-world context: Back in 2013, Amazon lost an estimated $1 million in just 15 minutes of downtime. That’s over $66,000 per minute in sales. If your app drives revenue, uptime is more than just a technical goal - it’s a business-critical asset.

Photo by Monstera Production

Standard vs. Advanced Support (At a Glance)

Need to tailor the coverage or add extra services? We’re flexible, just fill in this request form and we’ll work with you to customize the plan.

Who Is Advanced Support For?

Advanced Support is designed for teams running mission-critical apps where downtime directly affects revenue, trust, or compliance. It’s a fit for businesses bound by SLAs who must guarantee reliability to their own customers, for startups and enterprises scaling quickly and needing occasional experts’ guidance, and for developers who are actively shipping new features and want the safety net of faster recovery when mistakes inevitably happen.

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A Track Record You Can Trust

Before we wrap up, let’s take a moment to talk about uptime and reliability - because support matters most when things go wrong, but stability matters sooner. It’s not just about how fast we respond. It’s also about how rarely you need to call for help.

That’s why we went back and reviewed every incident and maintenance event logged on our status page over the past two years. The goal? Give you a clear picture of what really happens when something breaks, how fast we recover, and how we’re constantly improving.

Photo by Christina Morillo

At SashiDo, we believe transparency and continuous improvement are the foundation of long-term trust. Here’s what the data shows.

In the past two years, SashiDo recorded 50 events - 43 incidents and 7 planned maintenance windows. The majority were short-lived or low-impact, often resolved before most users even noticed.

From the moment an issue is detected to full resolution, the average response window is 1.5 to 2 hours. In many cases, issues move directly from “Investigating” to “Resolved,” meaning fixes are applied quickly, sometimes before a root cause is formally logged.

A few longer incidents were tied to external dependencies like Docker Hub outages or data center fiber cuts. Others were part of essential internal updates to maintain compatibility, such as our recent maintenance for Apple’s updated APNs SSL certificate requirements.

Across more than 17,500 hours of continuous operation, SashiDo delivered 99.8% uptime. That’s roughly 35 hours of downtime over two years and even that number is conservative. Most incidents only affected a subset of customers or platform features and were resolved in under an hour. No global outages or failures whatsoever.

Even more encouraging is the trend: incident durations are shrinking, and proactive maintenance is increasing. By mid-2025, most issues were resolved in under an hour. We’ve steadily shifted toward pre-emptive infrastructure hardening, API migrations, and other upgrades that reduce risk before it impacts your app.

Bottom line? SashiDo is stable, responsive, and consistently improving. For most teams, Standard Support is more than enough. But if your app is mission-critical and every minute of downtime matters, Advanced Support delivers the added speed, guidance, and peace of mind to keep you covered — no matter what.

Final Thoughts

Ultimately, choosing between Standard and Advanced Support comes down to one key question:

👉 How much does downtime cost you?

If your app can’t afford interruptions, if your business depends on real-time stability, or if your team wants closer collaboration with our experts, the Advanced Support Package is built for you.

With guaranteed response times, priority failover, proactive monitoring, and direct access to engineers, you’ll have peace of mind knowing your app is in safe hands.

Keep your mission-critical apps running at peak reliability - request a quote for SashiDo’s Advanced Support today.