Support Policy
Effective Date: 25 August 2026
Superior security operations plus premium support delivers maximum protection for your business. Choose the support package that best fits your team's needs.
This policy explains the support packages available to Osto customers. Each package provides a defined level of access to our support team, so you can choose the coverage that suits your business needs.
Support Packages
Standard. No additional cost · 24 x 7. Bundled with every plan. Access to our support team through tickets raised on the Osto platform, with 24 x 7 coverage and P1 prioritisation.
Premium. USD 950 / year (billed monthly). Priority support with 24 x 7 coverage, 3 complimentary issue-resolution callbacks per year, and a dedicated POC.
Elite. USD 1670 / year (billed monthly). Highest level of support. Hyper-priority with 24 x 7 coverage, 6 complimentary issue-resolution callbacks per year, and a dedicated POC.
Support Level Comparison
Compare what each Osto support package includes.
| Support Level | Standard | Premium | Elite |
|---|---|---|---|
| Price | No additional cost | USD 950 / year (billed monthly) | USD 1670 / year (billed monthly) |
| Support availability | 24 x 7 | 24 x 7 | 24 x 7 |
| Issue prioritisation | P1 | Priority | Hyper priority |
| Complimentary callbacks | Not included | 3 per year | 6 per year |
| Point of contact | No dedicated POC. Support via tickets raised on the Osto platform. | Dedicated POC contact shared after a support ticket is raised. | Dedicated POC contact shared after a support ticket is raised. |
How Support Works
Raise a ticket. Request assistance by raising a ticket through the Osto platform. Standard customers receive support through the platform only.
Use callbacks. Premium and Elite customers may also use their complimentary callbacks to help resolve active issues, up to their yearly package limit.
Dedicated POC. Premium and Elite customers receive dedicated POC contact details once a ticket has been raised on the platform.
Dedicated Point of Contact
Premium and Elite customers receive dedicated POC contact details once a ticket has been raised on the platform. This keeps every request recorded and helps our team provide the right context and follow-through.
How Complimentary Callbacks Work
Connect with certified support professionals for extra help on an ongoing issue, apart from the ticket-based support system on the platform. Callbacks are available at no extra cost for Premium and Elite customers, and can be requested around the clock — including weekends and holidays.
| Details | Premium | Elite |
|---|---|---|
| Complimentary callbacks | 3 per year | 6 per year |
| Availability | 24 x 7 | |
| How to request | Raise a ticket on the Osto platform, then contact your POC to schedule a callback at a time that works for your team. | |
| Eligible issues | Active P1 or P2 incidents, deployment issues, configuration support, or any issue requiring real-time coordination. | |
| Quota allocation | Allocated at the start of each billing year. Unused callbacks do not carry forward to the next year. | |
Important Notes
- 24 x 7 support is available at all times, on business days and weekends alike.
- Premium and Elite support packages are only applicable when the monthly contract value is USD 1000 or more.
- Complimentary callbacks are allocated on a yearly basis (3 for Premium, 6 for Elite) and do not carry forward to future years.
- Support ticket closure timelines are governed by Osto's SLA policy, available on the Osto platform.
- This policy governs security and compliance offerings only. Issues related to Cyberinsurance are excluded from the scope of this support policy.
- This policy covers support access and does not define guaranteed resolution times.