> For the complete documentation index, see [llms.txt](https://docs.ava.do/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ava.do/your-avado/avado-support-community/priority-support.md).

# Priority Care

Faster, dedicated help from the AVADO team, and email alerts when your box needs attention. €12 a month or €120 a year, first 14 days free.

**Priority Care** is a paid subscription for your AVADO. You get faster, dedicated help from the AVADO team, and AVADO keeps an eye on your box, tells you when something needs your attention, and helps you first when something goes wrong. You subscribe from your AVADO itself, in the **Priority** menu of the AVADO Admin.

{% hint style="info" %}
Priority Care used to be called **Priority Support**. If you already have a subscription, it carries on as Priority Care at the same price. You keep everything you had and get the new alerts and reports too.
{% endhint %}

## What you get

* **Priority email support:** a reply within 24 hours on business days.
* **A private support channel** for direct access to the team.
* **Personal 1-on-1 support sessions** with someone from the team.
* **Offline alerts:** an email when your AVADO has been offline for an hour, and another when it is back.
* **Alerts about serious problems:** your AVADO checks itself every 10 minutes and emails you about critical problems: an app that stopped, a disk that is full or nearly full, a missing fee recipient, an update that can't install, or a consensus client that has fallen behind. You get one email per problem, bundled together.
* **Warnings about known bad versions:** an email when a version of an app you run has a known problem, or a network upgrade deadline is close.
* **Monthly health report:** a short summary of how your AVADO did, in plain language, on the 1st of every month.
* **Fast help when your box is down:** a reply within 8 business hours.
* **Two check-ups a year** and **one guided move to new hardware a year**.
* **10% off** AVADO hardware.

To book a check-up or a guided move, or to get your hardware discount, email **<support@ava.do>** with your Node ID. Business hours are Monday to Friday, 9:00 to 17:00 Central European Time, except Slovenian public holidays.

The email alerts need the free **AVADO Care** app on your box. You install it from the **Priority** page with one click. See [Turn on alerts](#turn-on-alerts) below.

**Free for everyone**, with or without a subscription: the health checks and fix buttons in the Admin, security and network upgrade updates, and basic support.

{% hint style="info" %}
Priority Care helps you notice and fix problems sooner, on a best-effort basis. It doesn't guarantee staking rewards, that your node stays online or that every problem is caught.
{% endhint %}

## Price and free trial

| Plan    | Price                                                    |
| ------- | -------------------------------------------------------- |
| Monthly | **€12 per month**                                        |
| Yearly  | **€120 per year** (saves €24 compared to paying monthly) |

Prices are final; no VAT is added. The subscription renews automatically until you cancel it.

**Try it free for 14 days.** If your AVADO has never had a subscription, the first 14 days are free. You choose monthly or yearly at the start, and you are only charged when the trial ends. If you cancel before then, you pay nothing. Each box can have one free trial.

A subscription is linked to **one AVADO** (by its Node ID). If you have more than one AVADO, subscribe from each box you want covered.

## What your AVADO needs

Priority Care needs the latest AVADO system update and Admin (DAPPMANAGER 10.0.48 and Admin 10.0.57). Both arrive on your AVADO **automatically**; you don't have to do anything.

If the **Priority** page says **Your AVADO needs a system update**, open **System** in your Admin and install the available update (or wait for it to install automatically), then try again.

## Subscribe

1. Open the AVADO Admin at <http://my.ava.do>.
2. Click **Priority** in the sidebar.
3. Choose **Start free trial, monthly** or **Start free trial, yearly**. If your box has had a subscription before, the buttons say **Subscribe monthly** and **Subscribe yearly**.
4. You are taken to Stripe's secure payment page. Enter your payment details there.
5. Back in the Admin you see **Thank you! Priority Care is now active on this AVADO.**

{% hint style="info" %}
The buttons become available once the Admin has loaded your AVADO's identity. If you see "Waiting for this AVADO's identity", wait a moment and reload the page. If the subscription service can't be reached, check your AVADO's internet connection.

If you paid but the page still shows no subscription after a few minutes, contact <support@ava.do> and mention your **Node ID**. You find it by clicking your box name at the bottom of the sidebar.
{% endhint %}

## Turn on alerts

Do this once, after you have subscribed. The free **AVADO Care** app is in the AVADO store, and you install it from the **Priority** page with one click.

1. Go to **Priority** in the Admin.
2. Under **Priority Care alerts**, click **Turn on alerts**. This opens the **AVADO Care** app in the store.
3. Click **Install** and wait until it is installed.
4. Go back to **Priority**. Under **Where should we send alerts?**, enter your email address and click **Save**.
5. Open the email we send you and click the link to confirm your address.
6. Back on the **Priority** page, click **I've confirmed it**.

Alerts start once your email is confirmed. The **Priority** page then shows **AVADO is watching your box**. Right after installing, it says **Starting** for up to 10 minutes until your box's first check-in.

To use a different email address later, click **Change email**.

{% hint style="info" %}
If the confirmation email doesn't arrive within a few minutes, check your spam folder. You can also click **Use a different email** and enter the address again.
{% endhint %}

### What the AVADO Care app sends

Every 10 minutes the app sends a short check-in to AVADO:

* your box's Node ID
* the names and versions of your installed apps
* how full the disk is
* the overall health result
* short titles of any problems found

It never sends your wallet, keys, IP addresses, peers or validator data. See the [privacy policy](https://www.ava.do/privacy-policy/#priority-care-monitoring) for how long we keep it.

## Choose which alerts you get

On the **Priority** page, under **What should we email you about?**, switch each type on or off:

* **My AVADO goes offline:** when your box stops checking in for an hour, and again when it is back online.
* **Serious problems:** critical problems such as a stopped app, a full disk, a missing fee recipient, an update that can't install or a consensus client that has fallen behind.
* **Important update warnings:** a version you run has a known problem, or a network upgrade deadline is close.
* **Monthly health report:** a short summary of how your AVADO did, on the 1st of every month.

To stop monitoring completely, remove the **AVADO Care** app from **My DApps**, or cancel your subscription.

## Manage billing or cancel

1. Go to **Priority** in the Admin.
2. Click **Manage billing**. This opens Stripe's billing portal.
3. There you can update your payment method, download invoices, or cancel.

If you cancel during the free trial, you are not charged. After the trial, cancelling means the subscription does not renew, but Priority Care continues until the end of the period you have paid for. The **Priority** page then shows the date it ends. You can resume it any time before that date.

**Refunds:** there are no refunds for the rest of a period you have started, except where the law requires one. Consumers can withdraw within 14 days of subscribing.

## Contact

* Email **<support@ava.do>**. Subscribers also see a direct contact on the **Priority** page.
* Before you write, download the **diagnostics report** from **Help** and attach it. See [Help and troubleshooting in the Admin](/your-avado/finding-your-way-around/help-and-troubleshooting-in-the-admin.md).

More details: [www.ava.do/priority-care](https://www.ava.do/priority-care/).

{% hint style="danger" %}
AVADO will never contact you first through private messages, and never asks for your seed phrase, private keys or keystore passwords. Payments for Priority Care only go through the **Priority** page on your own AVADO. See [Beware of Scammers](/your-avado/avado-support-community/beware-of-scammers.md).
{% endhint %}