ProgridGuides
Support plans
Four plans, one ticket system, and what each priority promises.
Plans
| Free | Developer | Standard | Premium | |
|---|---|---|---|---|
| Price per month | 0 | 90 SAR | 375 SAR | 1,875 SAR |
| Urgent | 1 hour | 30 minutes | ||
| High | 8 hours | 4 hours | 2 hours | |
| Normal | 2 days | 24 hours | 8 hours | 4 hours |
| Low | 3 days | 2 days | 24 hours | 8 hours |
| Open tickets at once | 3 | 10 | 25 | 100 |
Times are the target for the first answer from an engineer, counted around the clock, every day of the week. They are targets we hold ourselves to, not a refund clause. A blank cell means the priority cannot be chosen on that plan.
Free covers account, billing and abuse questions and anything that looks like a platform fault. Developer adds technical help on any product: setup, sizing, best practice. Standard adds urgent tickets for production incidents and help with incidents on managed products. Premium gives you a named engineer who knows your setup, a monthly review, and priority during platform incidents.
Paid plans are billed by the hour like everything else, on the team's oldest project, in the team's currency. Change plans at any time from Support in the console, with prgd support plan standard, or with PUT /v1/support/plan. An open ticket keeps the target of the plan it was opened under.
Tickets
Open a ticket from Support in the console, from the terminal, or from the API:
prgd support new "Server web-1 will not reboot" --body "Reboot has been queued for an hour." --priority high --about server:cm...
prgd support tickets
prgd support show ID
prgd support reply ID "Still stuck after a stop and start."
prgd support close ID
Name the server, database, load balancer, domain, bucket or invoice when you can. It must belong to your team, and it lets the engineer open the right thing before writing back.
A ticket is open while it waits on us and answered while it waits on you. Every answer goes by email to the team owners and to whoever opened the ticket. Replying to an answered or closed ticket reopens it; after 14 days closed, open a new one.
Email works too. Write to support@progrid.sa from the email address on your account and a ticket opens with the subject line as its title; the reply carries the ticket number. Replying to any ticket email, or writing with [#123] in the subject, adds to that ticket. There is no phone line: every request goes through tickets so nothing gets lost.
Agents can open tickets too. The MCP server has a support_ticket tool, and the support:write scope on an agent token allows it. A ticket opened by a token shows the token's name, so you know which agent asked.
Events
ticket.opened, ticket.answered, ticket.replied, ticket.closed and support.plan_changed go through the audit log and webhooks like every other event.