Add Enterprise Support Policy page #515
There are no files selected for viewing
This file contains hidden or bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
This file contains hidden or bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
| Original file line number | Diff line number | Diff line change |
|---|---|---|
| @@ -0,0 +1,92 @@ | ||
| --- | ||
| title: Support Policy | ||
| description: Severity levels, response commitments, and support processes for OpenHands Enterprise customers | ||
| icon: headset | ||
| --- | ||
|
|
||
| Clear response commitments, defined severity levels, and a dedicated team | ||
| standing behind every deployment. | ||
|
|
||
| ## Severity Levels | ||
|
|
||
| Every support request is classified by impact so we can respond with the right | ||
| urgency. | ||
|
|
||
| <CardGroup cols={2}> | ||
| <Card title="Severity 1" icon="circle-exclamation" color="#dc2626"> | ||
| **Production Down** | ||
|
|
||
| A vital feature or the entire platform is non-functional. No workaround | ||
| exists. Affects multiple teams or the entire organization. | ||
| </Card> | ||
| <Card title="Severity 2" icon="triangle-exclamation" color="#ea580c"> | ||
| **Major Block** | ||
|
|
||
| A core feature is broken or severely degraded. A workaround may exist but | ||
| is impractical for sustained use. Work across one or more teams is | ||
| significantly disrupted. | ||
| </Card> | ||
| <Card title="Severity 3" icon="circle-info" color="#ca8a04"> | ||
| **Partial Failure** | ||
|
|
||
| System behavior is degraded, disrupting work, but users are able to | ||
| complete tasks. A reasonable workaround is available. | ||
| </Card> | ||
| <Card title="Severity 4" icon="message-question" color="#16a34a"> | ||
| **General Request** | ||
|
|
||
| Non-critical errors, cosmetic issues, general questions, or requests for | ||
| product enhancements. Day-to-day work is not disrupted. | ||
| </Card> | ||
| </CardGroup> | ||
|
|
||
| ## First Response SLA | ||
|
|
||
| Our commitment to acknowledging your issue. All times represent a qualified | ||
| human response, not an automated reply. | ||
|
|
||
| ### Standard Support | ||
|
|
||
| Included with every Enterprise deployment. Coverage is Monday–Friday, | ||
| 9 AM – 5 PM EST. | ||
|
|
||
| | Severity | First Response Time | | ||
| |----------|---------------------| | ||
| | **Sev 1** — Production Down | 16 business hours | | ||
| | **Sev 2** — Major Block | 1 business day | | ||
| | **Sev 3** — Partial Failure | 2 business days | | ||
| | **Sev 4** — General Request | 3 business days | | ||
|
|
||
| ### Premium Support | ||
|
|
||
| For mission-critical enterprise deployments. Sev 1 coverage is 24/7, including | ||
| weekends and holidays. Sev 2–4 coverage is Monday–Friday, 9 AM – 5 PM EST. | ||
|
|
||
| | Severity | First Response Time | | ||
| |----------|---------------------| | ||
| | **Sev 1** — Production Down | 30 minutes | | ||
| | **Sev 2** — Major Block | 4 hours | | ||
| | **Sev 3** — Partial Failure | 8 hours | | ||
| | **Sev 4** — General Request | 1 business day | | ||
|
|
||
| <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> | ||
|
|
||
| ## How to Report an Issue | ||
|
|
||
| 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. | ||
|
|
||
| <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> | ||
Add this suggestion to a batch that can be applied as a single commit.
This suggestion is invalid because no changes were made to the code.
Suggestions cannot be applied while the pull request is closed.
Suggestions cannot be applied while viewing a subset of changes.
Only one suggestion per line can be applied in a batch.
Add this suggestion to a batch that can be applied as a single commit.
Applying suggestions on deleted lines is not supported.
You must change the existing code in this line in order to create a valid suggestion.
Outdated suggestions cannot be applied.
This suggestion has been applied or marked resolved.
Suggestions cannot be applied from pending reviews.
Suggestions cannot be applied on multi-line comments.
Suggestions cannot be applied while the pull request is queued to merge.
Suggestion cannot be applied right now. Please check back later.
There was a problem hiding this comment.
Choose a reason for hiding this comment
The reason will be displayed to describe this comment to others. Learn more.
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."
There was a problem hiding this comment.
Choose a reason for hiding this comment
The reason will be displayed to describe this comment to others. Learn more.
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.