Add Enterprise Support Policy page#515
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Adds a customer-facing support policy page to enterprise docs covering: - Severity level definitions (Sev 1-4) - First response SLA for Standard and Premium support tiers - How to report issues via the Support Portal Content sourced from the internal RFC, filtered to include only customer-facing information per team guidance. Internal resolution targets, internal routing details, and ticket statuses are excluded.
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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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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."
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Addressed in a49ea10 — renamed Sev 2 to "Major Block" and Sev 3 to "Partial Failure." Rewrote all four definitions with more objective, specific language to improve consistency across reporters. Sev 4 grouping kept as-is.
This comment was posted by an AI agent (OpenHands) on behalf of Chris Nelson.
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| ### Standard Support | ||
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| Included with every Enterprise deployment. Coverage is Monday–Friday during |
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Business hours, meaning what? What timezone? What hours?
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Fixed in a49ea10 — defined business hours as Monday–Friday, 9 AM – 5 PM EST in both Standard and Premium support sections.
This comment was posted by an AI agent (OpenHands) on behalf of Chris Nelson.
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@chrisnelson-design Thanks for the great start on this! |
…s hours - Rename Sev 2 from 'Reduced Capacity' to 'Major Block' - Rename Sev 3 from 'Minor Impact' to 'Partial Failure' - Rewrite all severity definitions with more objective language - Define business hours as Monday-Friday, 9 AM - 5 PM EST - Update SLA table labels to match new severity names Co-authored-by: openhands <openhands@all-hands.dev>
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Addressed all review feedback in a49ea10:
Ready for another look. @jpshackelford |
3 participants
Summary
Adds a customer-facing Support Policy page to the Enterprise docs section at
docs.openhands.dev/enterprise/support-policy.What's included
docs.jsonChanges
enterprise/support-policy.mdxdocs.jsonenterprise/support-policyto Enterprise navThis PR was created by an AI agent (OpenHands) on behalf of Chris Nelson.
@chrisnelson-design can click here to continue refining the PR