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Support Plans

Open source first. For guaranteed response times and guidance, we offer paid support for self‑hosted YAMS (and later, managed hosting).

Note

Managed hosting is in private preview. Hosted SLAs will be published for GA. These plans cover self‑hosted YAMS today.

See also: - Services: Services & Offerings - Managed Hosting: Managed Hosting

Plan tiers (preview)

Community (Free)

  • Channel: GitHub issues/discussions
  • SLA: best‑effort
  • For: individuals, experimentation, non‑critical projects

Standard

  • Channel: Email • Hours: business (UTC), Mon–Fri
  • Targets: SEV‑2 next business day; SEV‑3/4 within 2 business days
  • Coverage: troubleshooting, usage guidance, bug triage

Professional

  • Channels: Email + private Slack/Teams (1 workspace) • Hours: business (UTC)
  • Targets: SEV‑1 4h; SEV‑2 same day; SEV‑3/4 next day
  • Plus: quarterly architecture review; upgrade guidance; performance advice

Enterprise

  • Channels: Email + Slack/Teams + optional on‑call
  • Hours: 24×7 for SEV‑1/2; business hours otherwise
  • Targets: SEV‑1 1h; SEV‑2 2h; SEV‑3 next day; SEV‑4 2 business days
  • Plus: named contact; PIRs; monthly roadmap sync; custom SLAs/SLOs (MSA/SOW)

Tip

Final SLAs/SLOs and pricing are defined in the MSA/SOW.

Severity levels

  • SEV‑1: Production outage or critical loss; no workaround.
  • SEV‑2: Major impairment or performance issues; workaround exists.
  • SEV‑3: Partial loss of non‑critical functionality; limited impact.
  • SEV‑4: Questions, docs, cosmetic issues.

Included

  • Troubleshooting and bug triage for YAMS core and supported integrations
  • Best practices: storage layout, collections/snapshots, search config
  • Upgrade compatibility guidance
  • Performance tuning suggestions
  • Ops guidance: backup/restore, health checks, observability
  • Security recommendations: hardening, portability, isolation

Out of scope

  • Custom feature development (separate Services engagement)
  • Unsupported forks/unreleased patches
  • Deep debugging of unrelated infra (OS/network/third‑party DBs)
  • Running your SRE operations (advisory only unless contracted)
  • Date‑certain bug fixes (except by Enterprise SOW)

Hours and channels

  • Business hours: 09:00–18:00 UTC, Mon–Fri (excl. holidays)
  • Community: GitHub • Standard: Email • Professional: Email + Slack/Teams • Enterprise: + on‑call (SEV‑1/2)

Onboarding

  1. Kickoff: environments, contacts, incident paths
  2. Discovery (Pro/Ent): architecture, scale, SLAs
  3. Runbooks: backup/restore, health checks, upgrades

Reporting

  • Standard: ticket history on request • Professional: quarterly summary • Enterprise: monthly report + roadmap alignment

Versioning and upgrades

  • Release notes with compatibility guidance
  • Pin minors in prod; test upgrades in staging
  • Migrations documented when needed; we’ll review Pro/Ent plans

Data protection

  • No access to customer data required
  • Provide minimal, redacted logs if needed
  • NDAs/DPAs available (Pro/Ent); least‑privilege for any access

With Managed Hosting

  • Complements in‑house ops for self‑hosted
  • Managed (GA) includes baseline SLA; Enterprise upgrades available
  • Migration guidance for self‑hosted ↔ managed

FAQs

  • Community SLAs? No — best‑effort via GitHub.
  • Switch tiers mid‑term? Yes, by agreement.
  • One‑off advisory hours? Yes (see Services).
  • Usage‑based pricing? Support is subscription; hosting is metered.
  • Sign our MSA/security review? Enterprise: yes.

Get started

This page is non‑binding and subject to change. Contractual terms in your MSA/SOW take precedence over this summary.