Support tiers
Chronacta software is distributed under Apache 2.0. Support is a separate commercial offering.
| Tier | Hours | Channels | Initial response (SEV-1) | Initial response (SEV-2) |
|---|---|---|---|---|
| Community | best-effort | Git issues | N/A | N/A |
| Standard | business hours (customer TZ) | email, ticket | 4 hours | 1 business day |
| Premium | 24×7 for SEV-1/2 | email, ticket, phone | 1 hour | 4 hours |
| Enterprise | 24×7 all severities | dedicated Slack + TAM | 30 minutes | 2 hours |
SEV definitions: production-support.md.
Included per tier
Section titled “Included per tier”| Capability | Community | Standard | Premium | Enterprise |
|---|---|---|---|---|
| Security patches (Critical/High) | source only | yes | yes + priority | yes + hotfix SLA |
| Minor upgrades (1.x) | self-service | guidance | assisted rolling | white-glove HA upgrade |
| Support bundle analysis | self-service | 2 incidents/mo | unlimited | unlimited + RCA |
| OIDC / multi-tenant setup | docs | 1 onboarding session | quarterly review | dedicated TAM |
| Custom SLO review | — | — | annual | quarterly |
Escalation path
Section titled “Escalation path”L1 (ticket triage) → L2 (on-call engineer) → L3 (platform/storage specialist).
See production-support.md for runbooks.
Contract template
Section titled “Contract template”Use sla-template.md as the starting point for customer MSAs.