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Merge pull request #230 from jzelinskie/support-matrix
authzed/concepts: add support matrix
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@@ -6,41 +6,58 @@ Expedited Support is an additional service sold by AuthZed to ensure that your w | |
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| AuthZed's products come with a default level of support with the ability to upgrade for an additional cost. | ||
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| ## Plans | ||
| ## Paid Plans | ||
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| ### Gold Support | ||
| ### Overview | ||
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| Gold Support is the package for those running critical, production SpiceDB workloads. | ||
| | | **Emergency** | **Silver** <br/><sub>(included with Dedicated)</sub> | **Gold** | | ||
| |------------------------------------------------|---------------|------------------------------------------------------|------------------------------| | ||
| | **Schema Design** | Best effort | Unlimited | Unlimited | | ||
| | **Architecture Overview** | N/A | Unlimited | Unlimited | | ||
| | **Email Support Desk** | N/A | Included | Included | | ||
| | **Slack** | N/A | Included | Included | | ||
| | **Dedicated Account Team** | N/A | Included | Included | | ||
| | **Onboarding Calls** | N/A | Four weekly 30-minute calls | Eight weekly 60-minute calls | | ||
| | **Development Priority** | N/A | N/A | Included | | ||
| | **P1, P2 Response SLA** | Included | N/A | Included | | ||
| | **P1** <sub>(business critical outage)</sub> | 1 Hour | N/A | 1 Hour | | ||
| | **P2** <sub>(non-prod or partial outage)</sub> | 12 Hours | N/A | 12 Hours | | ||
| | **P3** <sub>(general questions)</sub> | N/A | 24 Hours | 24 Hours | | ||
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| Service includes: | ||
| ### Gold | ||
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| - 24/7 Support | ||
| - Critical Support: 1hr response SLA | ||
| - Non-critical Support: 24hr response SLA | ||
| Gold Support is recommended for those running critical, production SpiceDB workloads. | ||
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| Private emails are provided for critical support that are integrated with the AuthZed engineering on-call. | ||
| Private communication channels are provided for critical support that are integrated with the AuthZed engineering on-call. | ||
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| Non-critical support is prioritized through [support.authzed.com][support] or [[email protected]][email]. | ||
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| [support]: https://support.authzed.com | ||
| [email]: mailto:[email protected] | ||
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| ### Emergency | ||
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| For those that do not need all of the features of Gold Support, but do need response time SLAs for taking their services to production, we offer our Emergency plan. | ||
| This plan only includes those Response Time SLAs for critical and non-critical issues. | ||
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| Private communication channels are provided for critical support that are integrated with the AuthZed engineering on-call. | ||
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| ### Silver Support | ||
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| Silver Support is the package best suited for those in pre-production or non-critical environments. | ||
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| Service includes: | ||
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| - Business-hours Support | ||
| - All Support: 24hr response SLA | ||
| Dedicated includes Silver support for no additional cost. | ||
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| All support is prioritized through [support.authzed.com][support] or [[email protected]][email]. | ||
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| ## Free Plans | ||
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| ### Basic Support | ||
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| Basic Support is free, best-effort support provided by AuthZed. | ||
| Not everyone is a paying customer and that's okay. | ||
| In this case, AuthZed will do their best to support you or point you in the right direction for getting what you need to be successful. | ||
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| All support is done through [support.authzed.com][support] or [[email protected]][email]. | ||
| This support is done through [support.authzed.com][support] or [[email protected]][email]. | ||
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| ### Community Support | ||
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@@ -50,8 +67,8 @@ Community support is available to absolutely everyone and does not require any f | |
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| For bug reports, feature requests, or questions [GitHub issues] is also available. | ||
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| While AuthZed's products are proprietary, lots of the software used to deliver these products are open source. | ||
| Many folks participating in these open source communities are AuthZed customers or employees that have relevant experience. | ||
| While AuthZed's products are proprietary, the foundation of these products will always be open source. | ||
| Many folks participating in these open source communities are AuthZed customers or employees that have relevant experience to help out. | ||
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| <Callout type="warning"> | ||
| **Warning:** | ||
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