Three support tiers. Severity-based response. Survival-rights-aware on-prem.
Standard support is included with every subscription. Premium and Enterprise tiers add tighter response times, broader operating windows and, on SaaS, tier-graded availability SLAs. On-prem support covers the platform team's response, not customer-controlled infrastructure ; survival rights mean the deployed runtime continues to run even when the support relationship ends.
Standard
Included with every subscription. Email and ticketing, business-hours coverage, 1-business-day response on the highest severity, software updates and self-service knowledge base.
Premium
Paid uplift. 24×5 coverage following the sun across Lima, Barcelona and Islamabad. 8-hour response on the highest severity. SaaS availability SLA at 99.5%. Named support engineer.
Enterprise
Negotiated. 24×7 coverage with a dedicated escalation chain. 2-hour response on the highest severity. SaaS availability SLA at 99.9%. Named architect and quarterly executive review.
Survival rights on on-prem
Support is what the subscription buys ; the deployed runtime is not. If the support relationship ends, the runtime continues on customer infrastructure indefinitely — applications keep serving users, integrations keep firing.
Support tiers — what you get by tier.
| Standard · included | Premium · paid uplift | Enterprise · negotiated | |
|---|---|---|---|
| Coverage hours | Business hours, Mon–Fri 09:00–18:00 CET | ✓ 24×5 — Monday 00:00 UTC through Saturday 00:00 UTC, following the sun across three engineering locations | 24×7, including weekends and public holidays |
| Channels | Email and ticketing portal | ✓ Email, ticketing, scheduled monthly office hour | Email, ticketing, dedicated escalation channel, scheduled architect time |
| Sev 1 — production down | 1 business day response | ✓ 8-hour response | 2-hour response |
| Sev 2 — production impaired | 2 business days response | ✓ 1 business day response | 8-hour response |
| Sev 3 — degraded / non-critical | 3 business days response | ✓ 2 business days response | 1 business day response |
| Sev 4 — informational / planning | 5 business days response | ✓ 3 business days response | 2 business days response |
| SaaS availability SLA | Best-effort, no published target | ✓ 99.5% monthly, with published service credits on shortfall | 99.9% monthly, with published service credits on shortfall |
| On-prem health review | Annual, on request | ✓ Quarterly, with remote diagnostics | Quarterly, with named-architect attendance and engineering audit |
| Named contact | No | ✓ Named support engineer | Named architect (technical account manager equivalent) and quarterly executive review |
| Software updates | Included on subscription cadence | ✓ Included, with coordinated upgrade window | Included, with customer-defined upgrade window and pre-release coordination |
Severity classification.
Severity 1 — production down. The production environment is unavailable, no workaround exists, business-critical operations are blocked. Examples : the runtime cluster is down, authentication is failing for all users, the data plane is unreachable, a security incident is under active investigation.
Severity 2 — production impaired. The production environment is degraded, a workaround exists, business operations continue at reduced capacity. Examples : a major application is failing, integration with an external system is broken, performance is severely degraded for a subset of users.
Severity 3 — degraded performance or non-critical feature loss. Non-critical functionality is affected. Operations continue without material impact. Examples : a single non-critical report is failing, a UI behaviour is incorrect on a specific browser version, a scheduled batch job is slower than usual.
Severity 4 — informational, planning or how-to. Questions, design discussions, configuration guidance. Examples : a question about how to model a new business process, a planning conversation about an upcoming integration, a request for architectural review of a custom module.
SaaS availability — measurement and exclusions.
Measurement window. Monthly. Availability is calculated as the percentage of the calendar month during which the service was reachable from the customer's authenticated endpoint, measured at five-minute granularity.
Exclusions. Scheduled maintenance announced at least fourteen calendar days in advance ; customer-induced incidents (misconfiguration, custom code, third-party integration failures originating outside the platform boundary) ; documented dependencies on third-party services where the third-party itself is unavailable (AWS regional outage, AI provider outage, customer-nominated identity provider outage) ; force majeure events.
Service credits. Premium and Enterprise tiers include a published service-credit schedule on monthly availability shortfalls. Credits apply against the following month's subscription fee and are claimed within thirty days of the affected month's invoice. The full credit schedule is part of the master service agreement.
On-prem support and survival rights.
On-prem support covers the response times and engineering access defined by the chosen tier. It does not cover the availability of the customer's own infrastructure — network, storage, hypervisor, operating system, database engine — which is operated by the customer's team. The platform team's response window starts when the customer raises a support case ; the platform team's resolution depends on access being granted to the affected environment.
If the on-prem subscription is not renewed, support ends with the subscription. The deployed runtime, however, continues to run on customer infrastructure indefinitely under the survival-rights model — applications keep serving users, integrations keep firing, the data stays where it always was. The customer retains the right to operate the system ; what stops is the flow of new versions, AI features, support response and monitoring telemetry. Reactivating support after a lapse is available subject to a re-onboarding review.
Maintenance, change management and updates.
Maintenance windows. SaaS production maintenance is scheduled in a published quarterly window communicated to customers thirty days in advance. Premium and Enterprise tiers may negotiate customer-specific windows in the master service agreement.
Change classification. Patches, minor updates and major upgrades are distinguished by impact. Patches and minor updates are deployed during the standard maintenance window ; major upgrades are coordinated with each customer's engineering team in advance.
On-prem upgrade cadence. On-prem customers receive new versions on the subscription cadence. Upgrade timing is the customer's choice, with the platform team providing migration guidance and engineering support on Premium and Enterprise tiers. Customers on Standard are expected to take updates within twelve months of release ; out-of-support versions revert to best-effort support only.