Help is on the way
Phusion provides a variety of support options for both Passenger® Enterprise and Open Source users.
"Passenger engineers were immediately able to assess our server environment and solve any issues we experienced. This level of proactive support ensured easy and successful use."
André Barros
Chief Product Officer at Taxweb
Sign up for 24/7 availability and guaranteed response times from our engineering team
Our support plans give you the assurance that any unexpected crashes, bugs, or errors will be quickly resolved with guaranteed response times from Phusion’s engineering team — as soon as within the hour, any time of day, depending on your plan.
Prevent deployment pitfalls
Our team has extensive experience in providing support and is able to address common and non-trivial deployment pitfalls before you push your application to production.
Receive expert advice
Make use of a support team with experience in all parts of the stack, from the Linux kernel to Nginx and Apache to Ruby, Node.js and Python.
Achieve optimal performance
Our tailor-made advice helps you to maximize your stack’s performance, cut operational cost and maximize productivity.
Support levels
We provide a variety of support options so that you can strike the right balance between support level and budget concerns.
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Bronze
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Silver
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Gold
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Diamond
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| Support tickets | 1/year | 6/year | 18/year | Unlimited § |
| Response times | Max 5 days † | Max 3 days † | 1 day † | 2 hours ‡ |
| Community support | ||||
| E-mail support | ||||
| Chat support | ||||
| Support for latest release | ||||
| Support for older versions | 1 year | 3 years | 5 years | |
| Contact to Passenger developers | ||||
| Phusion quality support engineers | ||||
| Full-team support tickets | ||||
| Deep stack analysis | ||||
| Optimization consultancy | ||||
| Emergency hotfixes §, ∫ | ||||
| Dedicated support agent | ||||
| Prioritized development §, ∫ | ||||
| Quarterly report | ||||
| Full stack consultancy | 4 hours/year ∂ | 8 hours/year ◊ |
† Standard business hours
‡ All low/medium severity issues are covered during standard business hours from 8 a.m. - 5 p.m. Mon-Fri (Central European Time CET). Only high/urgent severity issues are covered 24x7 with a response time of 2 hours.
§ Fair use policy applies
∫ Clients with high support levels get higher priority
∂ Maximum 4 hours/year
◊ Maximum 8 hours/year
Download our Premium Support flyer
Frequently asked questions
What happens if I cancel my subscription?
Your license will be valid until the end of the subscription period. Once the next period arrives, you will no longer be billed.
What is Phusion’s privacy policy?
You can read the full privacy policy here.
How do I report a possible security problem in Passenger or related software?
Send us an email at security@phusion.nl. You can find our GPG keys on Keybase (Hongli Lai: keybase.io/foobarwidget, Daniel Knoppel: keybase.io/onixkb).
Can I be notified of security updates to Passenger?
Yes, starting from Passenger 5.1.0, notifications are logged to the Passenger logfile if there are important security updates affecting Passenger. It is also possible to receive notifications via email by making use of a support plan.
How does Phusion handle newly discovered security vulnerabilities?
When we become aware of a security vulnerability in software that is included in any of our products or within our products themselves, we work to quickly resolve the issue and communicate with customers and users when fixes are available.
For how long is each version supported?
Phusion guarantees support for the two latest minor release of Passenger until the next major release. Support for older versions varies with the different support levels.
Where can I submit comments or suggestions?
Please email us at info@phusion.nl.
How does Phusion handle payments?
You will be directed to our payment vendor FastSpring to make the payment either using your PayPal account or a credit card.
What payment methods are accepted?
Our payment service provider accepts credit cards and PayPal. For very large payments, we also accept bank wire transfers and purchase orders.
Do you accept payments in a foreign currency?
Yes, we do.
Do I have to pay sales tax on my order?
While most of the EU will allow for VAT exemption on business-to-business transactions, it depends on the country the buyer is based in. If a buyer is eligible for VAT exemption, they can seek reimbursement through the appropriate tax authorities within the applicable country.
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