Enterprise Support
Mission-Critical Support for Production
Comprehensive enterprise support packages with guaranteed availability, expert assistance, and custom solutions.
Support Tiers
Community
- Comprehensive documentation
- GitHub issue tracking
- Public bug reports
- Regular updates
Best for: Developers, small projects, evaluation
Professional
- Email support (business hours)
- 24-hour response SLA
- Priority bug fixes
- LTS version support
- Enterprise knowledge base
Best for: Small to medium businesses
Enterprise
- 24/7 support availability
- 1-hour P1 response
- Phone & video access
- Dedicated engineer
- Architecture reviews
- Custom patches
Best for: Mission-critical deployments
Premium
- Everything in Enterprise
- Dedicated success manager
- Custom feature development
- On-site training
- Migration assistance
- Performance optimization
- Code review & DR planning
Best for: Large enterprises, complex needs
Service Level Agreements (SLA)
Response Times
| Severity | Definition | Professional | Enterprise | Premium |
|---|---|---|---|---|
| P1 Critical | Production down, major impact | 4h | 1h | 30m |
| P2 High | Major feature unavailable | 8h | 4h | 2h |
| P3 Medium | Minor feature issue | 24h | 8h | 4h |
| P4 Low | General question, enhancement | 48h | 24h | 8h |
Resolution Targets
Deployment Support
While ObjectWeaver is self-hosted, we support your deployment:
What's Included
Technical Support
- Installation & configuration help
- Environment troubleshooting
- Best practices guidance
- Performance tuning
- Stack integration assistance
Development Support
- API usage assistance
- Schema design guidance
- Code review services
- Custom development (Premium)
- SDK-specific help
Operations Support
- Deployment strategies
- Monitoring & alerting setup
- Backup & recovery plans
- Version upgrade planning
- HA/DR architecture design
Strategic Support
- Roadmap input & influence
- Quarterly architecture reviews
- Capacity & growth planning
- Team training programs
- Executive briefings
Support Channels
Getting Help
Creating an Effective Ticket
• Deployment: Docker/Kubernetes/Bare metal
• OS: Ubuntu 22.04, macOS, etc.
• Error Messages: Full error text
• Reproduction Steps
• Expected vs Actual Results
• Relevant Logs
Escalation Path
If you're not satisfied with support progress:
Training & Enablement
Standard Training
Included with Enterprise and Premium support:
- Getting Started: 2-hour introduction
- Best Practices: 3-hour deep dive
- Architecture: 2-hour system design
- Advanced Features: 3-hour workshop
Custom Training (Premium)
- On-site hands-on workshops
- Recorded training videos
- Custom documentation
- Certification program
Frequently Asked Questions
Can I upgrade my support tier?
Yes! Upgrade anytime with prorated pricing on your existing contract.
Can I get support for older versions?
Latest version: All tiers
Last 2 major versions: Professional and above
Legacy versions: Premium tier only (additional fee)
What if I need 24/7 support?
Enterprise and Premium tiers include 24/7 support. Professional tier can add on-call support for an additional fee.
Ready for Enterprise Support?
Choose your tier and get started with dedicated support for your production deployment.