Overview
Most cloud providers measure their support by ticket volume and closure rates. Last Cluster measures it by one thing: whether your problem was actually resolved. This page covers what support means here — named engineers, direct escalation paths, SLAs with financial consequences, and a team that treats your infrastructure with the same urgency you do.
Support & Service Level Agreements
We don't close tickets. We solve problems.
Most cloud providers measure support performance with metrics that protect the provider, not the client — average handle time, first response rate, ticket closure percentage. These numbers have nothing to do with whether your problem was solved. At Last Cluster, every client engagement comes with a named senior engineer assigned to their environment. Not a rotating support team reading documentation. Not a tiered escalation path that takes three calls to reach someone with the authority to act. One person, who knows your infrastructure, your compliance requirements, and your architecture — available directly, without a queue. Our SLAs carry financial consequences for missed response and resolution commitments, because accountability without consequences is just a promise. P1 incidents receive direct senior engineer response regardless of time zone or hour. Post-incident root cause analysis is delivered as standard — not as a premium add-on for enterprise accounts. Support at Last Cluster is not a cost centre. It is the product.