Standard
Starter Build / post-launch stabilization
Confirmed per engagement
- Channels
- Coverage
- Business hours (CET)
SLA
SLA & Support Tiers
Support options and availability guarantees for different engagement tiers.
Tiers
Support tier overview
Priority
Full Platform / Retainer clients
Confirmed per engagement
- Channels
- Email, Discord (by agreement)
- Coverage
- Extended business hours (CET)
Enterprise
Enterprise-Custom engagements
Confirmed per engagement
- Channels
- Email, Discord, Dedicated contact
- Coverage
- Confirmed per engagement
Included
What's covered
- Bug fixes for delivered scope
- Security patches for maintained dependencies
- Minor copy and configuration updates
- Incident triage within agreed response windows
Separate scope
What requires a new engagement
- New features or scope expansion
- Major redesigns or platform migrations
- Third-party service outages outside our control
- Work requiring a separate statement of work