Add Enterprise Support Policy page #515
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| title: Support Policy | ||
| description: Severity levels, response commitments, and support processes for OpenHands Enterprise customers | ||
| icon: headset | ||
| --- | ||
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| Clear response commitments, defined severity levels, and a dedicated team | ||
| standing behind every deployment. | ||
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| ## Severity Levels | ||
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| Every support request is classified by impact so we can respond with the right | ||
| urgency. | ||
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| <CardGroup cols={2}> | ||
| <Card title="Severity 1" icon="circle-exclamation" color="#dc2626"> | ||
| **Production Down** | ||
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| Product is down or seriously impaired and there is no workaround currently | ||
| available. | ||
| </Card> | ||
| <Card title="Severity 2" icon="triangle-exclamation" color="#ea580c"> | ||
| **Reduced Capacity** | ||
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| Customer's system is functioning but in a reduced capacity, and there is no | ||
| workaround currently available or the workaround is cumbersome to use. | ||
| </Card> | ||
| <Card title="Severity 3" icon="circle-info" color="#ca8a04"> | ||
| **Minor Impact** | ||
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| Does not prevent normal operation of the Customer's system, or where the | ||
| situation may be temporarily circumvented using an available workaround. | ||
| </Card> | ||
| <Card title="Severity 4" icon="message-question" color="#16a34a"> | ||
| **General Request** | ||
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| Non-critical errors or issues, including general questions and requests for | ||
| enhancements to the product. | ||
| </Card> | ||
| </CardGroup> | ||
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| ## First Response SLA | ||
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| Our commitment to acknowledging your issue. All times represent a qualified | ||
| human response, not an automated reply. | ||
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| ### Standard Support | ||
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| Included with every Enterprise deployment. Coverage is Monday–Friday during | ||
|
Contributor
There was a problem hiding this comment. Business hours, meaning what? What timezone? What hours? |
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| business hours. | ||
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| | Severity | First Response Time | | ||
| |----------|---------------------| | ||
| | **Sev 1** — Production Down | 16 business hours | | ||
| | **Sev 2** — Reduced Capacity | 1 business day | | ||
| | **Sev 3** — Minor Impact | 2 business days | | ||
| | **Sev 4** — General Request | 3 business days | | ||
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| ### Premium Support | ||
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| For mission-critical enterprise deployments. Sev 1 coverage is 24/7 including | ||
| weekends. Sev 2–4 coverage is Monday–Friday. | ||
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| | Severity | First Response Time | | ||
| |----------|---------------------| | ||
| | **Sev 1** — Production Down | 30 minutes | | ||
| | **Sev 2** — Reduced Capacity | 4 hours | | ||
| | **Sev 3** — Minor Impact | 8 hours | | ||
| | **Sev 4** — General Request | 1 business day | | ||
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| <Note> | ||
| The SLA times listed above represent first response commitments. While we | ||
| strive to resolve issues as quickly as possible, these times should not be | ||
| interpreted as expected time-to-resolution. | ||
| </Note> | ||
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| ## How to Report an Issue | ||
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| Submit support requests through the | ||
| [OpenHands Support Portal](https://support.openhands.dev). The support portal | ||
| allows you to create, track, and manage all of your support requests in one | ||
| place. | ||
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| <CardGroup cols={2}> | ||
| <Card title="Support Portal" icon="life-ring" href="https://support.openhands.dev"> | ||
| Submit and track support requests. | ||
| </Card> | ||
| <Card title="Contact Sales" icon="envelope" href="https://openhands.dev/contact"> | ||
| Learn more about Premium Support or discuss your support needs. | ||
| </Card> | ||
| </CardGroup> | ||
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I would like to see these definitions tightened up a bit so that we have more consistency across reporters around how the same issue is classified. Let's try to use more objective statements such as we have in the current definitions.
For example "seriously impaired" is less specific and more subjective than saying "a vital feature is broken with no way to bypass it. Affects multiple teams or the entire company."
I would like a more severe sounding title for Sev 2 than "reduced capacity" otherwise I think we'll get more Sev 1 requests than we want. We previously had "major block" for this category. I am fine with alternatives but let's use something that sounds really bad.
We had decided to group minor issues with general requests or concerns as Sev 4. I am fine with that, but let's not use the term minor impact for Sev 3. It should sound worse than that. We previously called that "partial failure." We should describe the impact more crisply and objectively, for example: "system behavior is degraded, disrupting work but users are able to complete tasks."