Support
Answered by the person who built the pipeline — which is a promise about quality and a constraint on quantity, and this page is honest about both.
In short
- Product support by email is included on every plan, free tier included.
- Hands-on engineering — migrations, integration work, architecture reviews — is $249 per hour, estimate agreed up front.
- Founding customers get their migration done with them at no charge.
- No contractual response-time SLA is published — the same rule as the uptime page.
Included with every plan
| What | How |
|---|---|
| Product questions, bug reports, delivery investigations | support@hookget.com — read by an engineer, not a queue |
| Security reports | security@hookget.com |
| The guides | Ten of them, written against the real implementation |
| Live system state | api.hookget.com/status — measured, public, no login |
Hands-on engineering — $249 per hour
Some work is not a support ticket: it happens in your codebase, on a call, with your constraints on the table. That work is sold by the hour, at $249, with a written estimate agreed before anything is booked:
- Guided migration — off Svix, Hookdeck or your own delivery table, per-tenant, both systems running until the logs agree. (Free for founding customers.)
- Integration work — wiring publish calls, consumer verification, queue and bucket destinations, portal embedding, inside your stack.
- Architecture review — how your events, tenants and consumers should map onto endpoints, filters and retry schedules, before you commit to a shape.
- A debugging hour — your side of the wire, together, screen shared.
Book by email: support@hookget.com. Billed by invoice, hourly, no retainer and no minimum beyond the first hour.
What we deliberately do not sell
- 24/7 phone support and on-call for your infrastructure. A one-engineer vendor selling a pager is selling something it cannot staff. Enterprise contracts with committed terms are a negotiation, not a checkbox.
- Writing your product code. Hands-on hours are spent on the seam between your system and ours — not on your backlog.
Questions
What does support cost on HookGet?
Nothing, on every plan: product support by email is included, answered by the engineer who built the delivery pipeline. Hands-on engineering work — a guided migration, integration help inside your codebase, an architecture review — is separate and billed at $249 per hour.
How fast do you answer?
Within one business day, usually much faster, and we do not publish a contractual response-time SLA — the same honesty as our status page, which reports measured uptime while saying plainly that no contractual SLA exists yet. If your procurement needs a contractual answer, that is an Enterprise conversation.
Is migration help really free for founding customers?
Yes. The founding-customer offer includes the migration done with you, personally, at no charge — because the first cohort's feedback is worth more to us than the hours. Outside that offer, a guided migration is ordinary hands-on work at $249 per hour, with an estimate agreed before anything starts.