136 lines
3.8 KiB
Markdown
136 lines
3.8 KiB
Markdown
---
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title: Support Plans
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---
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# Support Plans
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Open source first. For guaranteed response times and guidance, we offer paid support for self‑hosted YAMS (and later, managed hosting).
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!!! note
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Managed hosting is in private preview. Hosted SLAs will be published for GA. These plans cover self‑hosted YAMS today.
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See also:
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- Services: [Services & Offerings](README.md)
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- Managed Hosting: [Managed Hosting](../hosting/managed.md)
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---
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## Plan tiers (preview)
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### Community (Free)
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- Channel: GitHub issues/discussions
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- SLA: best‑effort
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- For: individuals, experimentation, non‑critical projects
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### Standard
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- Channel: Email • Hours: business (UTC), Mon–Fri
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- Targets: SEV‑2 next business day; SEV‑3/4 within 2 business days
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- Coverage: troubleshooting, usage guidance, bug triage
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### Professional
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- Channels: Email + private Slack/Teams (1 workspace) • Hours: business (UTC)
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- Targets: SEV‑1 4h; SEV‑2 same day; SEV‑3/4 next day
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- Plus: quarterly architecture review; upgrade guidance; performance advice
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### Enterprise
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- Channels: Email + Slack/Teams + optional on‑call
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- Hours: 24×7 for SEV‑1/2; business hours otherwise
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- Targets: SEV‑1 1h; SEV‑2 2h; SEV‑3 next day; SEV‑4 2 business days
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- Plus: named contact; PIRs; monthly roadmap sync; custom SLAs/SLOs (MSA/SOW)
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!!! tip
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Final SLAs/SLOs and pricing are defined in the MSA/SOW.
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---
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## Severity levels
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- SEV‑1: Production outage or critical loss; no workaround.
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- SEV‑2: Major impairment or performance issues; workaround exists.
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- SEV‑3: Partial loss of non‑critical functionality; limited impact.
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- SEV‑4: Questions, docs, cosmetic issues.
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---
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## Included
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- Troubleshooting and bug triage for YAMS core and supported integrations
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- Best practices: storage layout, collections/snapshots, search config
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- Upgrade compatibility guidance
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- Performance tuning suggestions
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- Ops guidance: backup/restore, health checks, observability
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- Security recommendations: hardening, portability, isolation
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## Out of scope
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- Custom feature development (separate Services engagement)
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- Unsupported forks/unreleased patches
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- Deep debugging of unrelated infra (OS/network/third‑party DBs)
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- Running your SRE operations (advisory only unless contracted)
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- Date‑certain bug fixes (except by Enterprise SOW)
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---
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## Hours and channels
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- Business hours: 09:00–18:00 UTC, Mon–Fri (excl. holidays)
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- Community: GitHub • Standard: Email • Professional: Email + Slack/Teams • Enterprise: + on‑call (SEV‑1/2)
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---
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## Onboarding
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1. Kickoff: environments, contacts, incident paths
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2. Discovery (Pro/Ent): architecture, scale, SLAs
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3. Runbooks: backup/restore, health checks, upgrades
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---
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## Reporting
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- Standard: ticket history on request • Professional: quarterly summary • Enterprise: monthly report + roadmap alignment
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---
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## Versioning and upgrades
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- Release notes with compatibility guidance
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- Pin minors in prod; test upgrades in staging
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- Migrations documented when needed; we’ll review Pro/Ent plans
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---
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## Data protection
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- No access to customer data required
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- Provide minimal, redacted logs if needed
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- NDAs/DPAs available (Pro/Ent); least‑privilege for any access
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---
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## With Managed Hosting
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- Complements in‑house ops for self‑hosted
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- Managed (GA) includes baseline SLA; Enterprise upgrades available
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- Migration guidance for self‑hosted ↔ managed
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---
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## FAQs
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- Community SLAs? No — best‑effort via GitHub.
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- Switch tiers mid‑term? Yes, by agreement.
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- One‑off advisory hours? Yes (see Services).
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- Usage‑based pricing? Support is subscription; hosting is metered.
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- Sign our MSA/security review? Enterprise: yes.
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---
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## Get started
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- Contact: [Services Contact](contact.md)
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- Want zero‑ops? See [Managed Hosting](../hosting/managed.md)
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---
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This page is non‑binding and subject to change. Contractual terms in your MSA/SOW take precedence over this summary.
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