Support and service commitments.

Included technical support

Discovery and pilot allowances cover eligible assistance for the agreed engagement; they do not automatically assign an annual platform support category. The free Developer Evaluation retains its existing duration, quotas, activation rules and synthetic-data restrictions. It carries no production authorization or implied service availability guarantee.

Implementation and support have separate scope

Included support is separate from the implementation, validation and acceptance deliverables purchased through Discovery or a pilot. The support allowance covers eligible technical assistance outside those planned deliverables; it is not the total implementation effort.

A Department Pilot, for example, includes its agreed implementation, validation and acceptance outputs. Its additional support allowance covers eligible assistance outside those planned deliverables. The order form and statement of work should make both scopes clear.

Support categories

Dedicated support provides a named technical contact and agreed coordination. It does not provide unlimited engineering access or an engineer assigned exclusively to the customer unless expressly contracted.

Allowances and additional work

Additional standard technical support is $225/hour. Specialized architecture, advanced integration and engineering services are $275/hour or a separately scoped fixed fee.

• Discovery allowances expire at the conclusion of the engagement; pilot allowances expire at the conclusion of the 90-day pilot.
• Monthly subscription allowances do not roll over by default. Hours cannot transfer between contracts unless agreed in writing.
• Additional billable support requires customer authorization before work begins. Expanded implementation scope requires a change order.
• Custom policy development, new integrations, substantial architecture changes and professional services are separately scoped; they do not automatically consume ordinary support allowances.
• Serious product incidents can still be reported after included hours are exhausted. Incident handling and any charges are governed by the applicable support agreement.
• Support allowances are service hours, not refundable balances or subscription conversion credits. Categories do not provide unlimited engineering access or an embedded engineer.

Agree the requested work, estimated effort and authorized customer contact before additional billable assistance starts. Your agreement records the billing and time-accounting arrangements. Planned implementation changes should be handled through their own change order.

Incidents and service commitments

Support hours are separate from coverage windows, initial incident acknowledgment, severity and escalation, restoration and resolution efforts, and platform availability. Applicable SLA commitments are documented in the executed service agreement. Initial acknowledgment is not guaranteed resolution; no 24/7 coverage or uptime target is included by default.

Use the reporting and escalation contacts in your service agreement. Describe the affected service, business impact, relevant version and safe diagnostic information. Coordinate any sharing of sensitive reports or customer content through the agreed process.

The following proposed severity model provides a starting point for the agreement. Confirm classification, ownership and escalation for the actual deployment; these descriptions establish no response deadline.

Severity 1 — Critical production impact

An agreed production service or critical workflow is unavailable or cannot operate, with severe business impact and no acceptable workaround.

Severity 2 — Significant operational degradation

A major capability is substantially impaired. Operations continue with significant limitations or a temporary workaround.

Severity 3 — Noncritical functionality impaired

A noncritical feature is impaired, with limited operational impact or a workable alternative; core operations remain available.

Severity 4 — General support or information

Configuration guidance, documentation questions and other requests without an active service impairment. New capabilities and expanded implementation remain separately scoped.

Specify coverage windows and timezones, initial acknowledgment targets, escalation, update cadence, restoration and resolution procedures, availability commitments and customer participation separately. Any numeric targets or extended coverage require operational validation and contractual approval. Suspected security incidents follow the agreed security escalation process.

Support and conversion credits

The qualifying pilot fee retains its existing conversion-credit treatment, including the support embedded in that fee. Separately billed support overages and professional services are not automatically eligible for pilot-conversion credits.

Included hours are service allowances. Unused support does not create a cash refund, another Discovery credit or a separate subscription balance. Existing pilot-to-platform qualification requirements and restrictions remain unchanged.

Private deployment responsibilities

Customers provide the agreed infrastructure and PostgreSQL storage environment for privately deployed services. LSAS and customer IT define configuration, update, backup, recovery, monitoring and support ownership in the applicable agreement.