Compliance-aware guidance grounded during audits
Aptible brings practical HIPAA and HITRUST experience (along with SOC 2, ISO 27001, and PCI) into day-to-day operations and high-stakes reviews. When auditors ask questions or enterprise customers push for documentation, you have engineers to help you provide confident responses.
Always-on reliability and security coverage
Aptible continuously operates and secures the platform so infrastructure issues do not become customer incidents or compliance problems. What this adds to your team:
Security incident detection and escalation handled by engineers who operate the platform
Proactive maintenance and remediation to reduce risk before incidents occur
Infrastructure changes managed with an understanding of regulated workloads
Direct access to engineers when decisions matter
When systems are impacted or changes carry risk, you can access engineers who understand the platform and the consequences of operational decisions. That means:
Real-time troubleshooting during production incidents
Guidance during deploys, migrations, and scaling events
Support for architectural changes that affect availability or data handling
Shared responsibility reinforced in real situations
Aptible helps teams apply the shared responsibility model correctly when it actually matters. That means knowing exactly what the platform enforces versus what your application must handle, and keeping those lines clear under pressure.
The first real production incident
After their first serious production incident, teams recognize they can't afford to be on their own in a regulated environment. They choose Aptible so experienced engineers are already operating the platform when it matters.
Preparing for an audit or enterprise review
When audit questions go beyond documentation and require explaining real system behavior, tools alone aren't enough. They choose Aptible for access to compliance-aware engineers who can help teams respond clearly and defensibly.
Facing enterprise security requirements
As sales cycles introduce deeper security scrutiny, teams struggle to interpret which requirements actually matter. They choose Aptible for guidance grounded in real audits, helping them respond accurately without over-engineering.
Planning high-risk infrastructure changes
Before migrations or major scaling events, teams recognize that mistakes can create lasting reliability or compliance issues. They choose Aptible so experienced engineers help guide those changes safely.
Growing beyond founder-managed infrastructure
As teams grow, founders become the default escalation path for incidents and audits. They choose Aptible so that expertise is built into the platform instead of living in a few people's heads.
FAQs
Is support included, or do I need an enterprise plan?
Support is included on every plan. Standard support costs nothing and covers email and web support with a one-business-day target response on normal, high, and urgent tickets, and two business days on low priority.
Paid support upgrades are separate from infrastructure plan or dedicated stack costs. Premium support can tighten high and urgent response targets to three business hours and adds ongoing cost optimization reviews. Enterprise support adds a one-calendar-hour target on urgent tickets, 24/7 coverage for urgent tickets, production readiness reviews, architectural reviews, and a technical account manager.
Slack and Teams support covers low and normal priority tickets and is available to paying customers with a dedicated stack, or to teams in the Aptible Startup Program.
Separately from support plans, Aptible’s platform reliability and incident response for the platform itself are included on every plan. The pricing page summarizes plan-level packaging.
Do you offer hands-on migration or professional services?
Aptible performs certain maintenance operations directly, including major database version upgrades, VPN tunnel replacements, and environment migrations from shared to dedicated tenancy. Initial VPC, transit gateway, and VPN setup and verification are in scope for every support plan. Enterprise support adds production readiness reviews and architectural reviews.
For database migrations, Aptible publishes database upgrade methods, including dump and restore and PostgreSQL logical replication guides.
What will your engineers help with, and what stays with my team?
In scope on every support plan: questions about Aptible services and features, best-practice advice on app deployment and architecture, troubleshooting Aptible services, limited support of third-party applications and frameworks, VPC, transit gateway, and VPN setup and verification, and maintenance operations.
On the operational side, Aptible’s reliability division of responsibilities explains that Aptible is responsible for host health, moving containers off unhealthy hosts, AWS hardware maintenance, restarting containers that exit or run out of memory, resolving database restart loops and reporting the root cause, reviewing databases above 98% disk use, keeping replicas spread across availability zones, and taking and monitoring daily backups.
Your team owns application code and correctness, application performance and latency, app-level security, dependency management, PHI handling, replica health and replication lag, containers stuck in restart loops, and organization-level compliance.
Can you review our architecture for HIPAA, SOC 2, or HITRUST readiness?
Enterprise support includes architectural reviews and production readiness reviews. On any plan, Aptible can help you understand how your architecture maps to Aptible’s controls and where the shared responsibility boundaries fall.
For HIPAA specifically, Aptible’s Security & Compliance dashboard can help you assess your environment against HIPAA technical safeguards and understand which controls are covered by Aptible versus which remain your responsibility.
Aptible also publishes guidance for security questionnaires and audits, and HITRUST inheritance has its own request process.
Formal compliance conclusions still belong to you, your auditor, and your legal or compliance advisor.
What happens during a production incident at 3am?
If the incident is on Aptible’s side, Aptible’s SRE team monitors and responds to platform and infrastructure issues. Aptible’s division of responsibilities describes this platform-level coverage. For service-wide incidents you’ll see updates in the dashboard and on status.aptible.com. For incidents on your dedicated stacks, Aptible notifies your Ops Alert contact directly, which is why keeping that contact current matters.
If you need to reach Aptible urgently at 3am, response coverage depends on your support plan. 24/7 coverage for urgent tickets is an Enterprise feature; on Standard and Premium, urgent tickets are answered in one business day and three business hours respectively.
Application-level incidents stay with your team, so maintain your own monitoring and on-call for app behavior.
