From d88245b747960c2d8b8bc9b93a58358687af342a Mon Sep 17 00:00:00 2001 From: Jimmy Zelinskie Date: Fri, 31 May 2024 16:11:15 -0400 Subject: [PATCH] authzed/concepts: add support matrix --- pages/authzed/concepts/expedited-support.mdx | 49 +++++++++++++------- 1 file changed, 33 insertions(+), 16 deletions(-) diff --git a/pages/authzed/concepts/expedited-support.mdx b/pages/authzed/concepts/expedited-support.mdx index 7e312952..b4676851 100644 --- a/pages/authzed/concepts/expedited-support.mdx +++ b/pages/authzed/concepts/expedited-support.mdx @@ -6,41 +6,58 @@ Expedited Support is an additional service sold by AuthZed to ensure that your w AuthZed's products come with a default level of support with the ability to upgrade for an additional cost. -## Plans +## Paid Plans -### Gold Support +### Overview -Gold Support is the package for those running critical, production SpiceDB workloads. +| | **Emergency** | **Silver**
(included with Dedicated) | **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** (business critical outage) | 1 Hour | N/A | 1 Hour | +| **P2** (non-prod or partial outage) | 12 Hours | N/A | 12 Hours | +| **P3** (general questions) | N/A | 24 Hours | 24 Hours | -Service includes: +### Gold -- 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. -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. Non-critical support is prioritized through [support.authzed.com][support] or [support@authzed.com][email]. [support]: https://support.authzed.com [email]: mailto:support@authzed.com +### Emergency + +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. + +Private communication channels are provided for critical support that are integrated with the AuthZed engineering on-call. + ### Silver Support Silver Support is the package best suited for those in pre-production or non-critical environments. -Service includes: - -- Business-hours Support -- All Support: 24hr response SLA +Dedicated includes Silver support for no additional cost. All support is prioritized through [support.authzed.com][support] or [support@authzed.com][email]. +## Free Plans + ### Basic Support -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. -All support is done through [support.authzed.com][support] or [support@authzed.com][email]. +This support is done through [support.authzed.com][support] or [support@authzed.com][email]. ### Community Support @@ -50,8 +67,8 @@ Community support is available to absolutely everyone and does not require any f For bug reports, feature requests, or questions [GitHub issues] is also available. -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. **Warning:**