Support Policy
How support channels, response expectations, and escalation paths differ across openCenter service tiers.
Support is a product surface, not an afterthought. This page turns the current pricing tiers into a trust-readable support policy.
The contractual support package for a specific customer may include additional named contacts, delivery channels, or onboarding details, but it should start from the model described here.
Purpose
Defines the public support model so customers know what to expect before procurement or renewal.
- Primary audience
- Customers, operators, procurement, platform leads
- Main channels
- Website contact form, email-based support, contractual escalation paths for higher tiers
- Tier names
- Community, Standard, Premium, Mission Critical
- Escalation model
- Severity-based triage with faster response for higher tiers
The public support story aligns with pricing, which reduces confusion during buyer review and renewals.
Higher tiers earn materially faster incident response and more active operational support.
Customers should know which channel to use, when an incident becomes urgent, and how openCenter will respond.
Community
Self-service support for builders and proofs of concept. No guaranteed response time and no commercial SLA.
Standard
Email-led support aligned to Essentials with an initial response target of 4 hours for covered issues.
Premium
24x7 support aligned to Enterprise with a 1 hour initial response target and stronger escalation coverage.
Mission Critical
Priority handling aligned to Regulated with a 15 minute initial response target for the highest-severity covered incidents.
- Use the website contact form or designated support email for standard ticket creation unless a customer-specific intake path has been agreed.
- Higher tiers may include additional escalation coordination, named contacts, or direct operational channels as defined in the contract.
- Support quality depends on actionable issue detail, current contact information, and the customer following the agreed incident workflow.
Support covers the subscribed platform or service scope, including troubleshooting, operational guidance, and incident coordination appropriate to the purchased tier.
Custom engineering, out-of-scope consulting, or customer-owned dependencies outside the agreed service boundary may require separate statements of work or advisory services.