From e0ca76093ee84f7dde89505586b97b3ef754db20 Mon Sep 17 00:00:00 2001 From: openhands Date: Wed, 20 May 2026 20:20:27 +0000 Subject: [PATCH 1/2] Add enterprise support policy page Adds a customer-facing support policy page to enterprise docs covering: - Severity level definitions (Sev 1-4) - First response SLA for Standard and Premium support tiers - How to report issues via the Support Portal Content sourced from the internal RFC, filtered to include only customer-facing information per team guidance. Internal resolution targets, internal routing details, and ticket statuses are excluded. --- docs.json | 1 + enterprise/support-policy.mdx | 91 +++++++++++++++++++++++++++++++++++ 2 files changed, 92 insertions(+) create mode 100644 enterprise/support-policy.mdx diff --git a/docs.json b/docs.json index 52134ec4..5f8e0538 100644 --- a/docs.json +++ b/docs.json @@ -440,6 +440,7 @@ "enterprise/quick-start", "enterprise/analytics", "enterprise/external-postgres", + "enterprise/support-policy", { "group": "K8s Install", "pages": [ diff --git a/enterprise/support-policy.mdx b/enterprise/support-policy.mdx new file mode 100644 index 00000000..7ef24710 --- /dev/null +++ b/enterprise/support-policy.mdx @@ -0,0 +1,91 @@ +--- +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. + + + + **Production Down** + + Product is down or seriously impaired and there is no workaround currently + available. + + + **Reduced Capacity** + + Customer's system is functioning but in a reduced capacity, and there is no + workaround currently available or the workaround is cumbersome to use. + + + **Minor Impact** + + Does not prevent normal operation of the Customer's system, or where the + situation may be temporarily circumvented using an available workaround. + + + **General Request** + + Non-critical errors or issues, including general questions and requests for + enhancements to the product. + + + +## 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 during +business hours. + +| Severity | First Response Time | +|----------|---------------------| +| **Sev 1** — Production Down | 16 business hours | +| **Sev 2** — Reduced Capacity | 1 business day | +| **Sev 3** — Minor Impact | 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. Sev 2–4 coverage is Monday–Friday. + +| Severity | First Response Time | +|----------|---------------------| +| **Sev 1** — Production Down | 30 minutes | +| **Sev 2** — Reduced Capacity | 4 hours | +| **Sev 3** — Minor Impact | 8 hours | +| **Sev 4** — General Request | 1 business day | + + + 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. + + +## 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. + + + + Submit and track support requests. + + + Learn more about Premium Support or discuss your support needs. + + From a49ea1064567cd9ff9e26dbf7f6206fa415e2ac0 Mon Sep 17 00:00:00 2001 From: openhands Date: Mon, 8 Jun 2026 16:06:41 +0000 Subject: [PATCH 2/2] Address review feedback: tighten severity definitions, define business hours - Rename Sev 2 from 'Reduced Capacity' to 'Major Block' - Rename Sev 3 from 'Minor Impact' to 'Partial Failure' - Rewrite all severity definitions with more objective language - Define business hours as Monday-Friday, 9 AM - 5 PM EST - Update SLA table labels to match new severity names Co-authored-by: openhands --- enterprise/support-policy.mdx | 37 ++++++++++++++++++----------------- 1 file changed, 19 insertions(+), 18 deletions(-) diff --git a/enterprise/support-policy.mdx b/enterprise/support-policy.mdx index 7ef24710..91c5c014 100644 --- a/enterprise/support-policy.mdx +++ b/enterprise/support-policy.mdx @@ -16,26 +16,27 @@ urgency. **Production Down** - Product is down or seriously impaired and there is no workaround currently - available. + A vital feature or the entire platform is non-functional. No workaround + exists. Affects multiple teams or the entire organization. - **Reduced Capacity** + **Major Block** - Customer's system is functioning but in a reduced capacity, and there is no - workaround currently available or the workaround is cumbersome to use. + 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. - **Minor Impact** + **Partial Failure** - Does not prevent normal operation of the Customer's system, or where the - situation may be temporarily circumvented using an available workaround. + System behavior is degraded, disrupting work, but users are able to + complete tasks. A reasonable workaround is available. **General Request** - Non-critical errors or issues, including general questions and requests for - enhancements to the product. + Non-critical errors, cosmetic issues, general questions, or requests for + product enhancements. Day-to-day work is not disrupted. @@ -46,26 +47,26 @@ human response, not an automated reply. ### Standard Support -Included with every Enterprise deployment. Coverage is Monday–Friday during -business hours. +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** — Reduced Capacity | 1 business day | -| **Sev 3** — Minor Impact | 2 business days | +| **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. Sev 2–4 coverage is Monday–Friday. +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** — Reduced Capacity | 4 hours | -| **Sev 3** — Minor Impact | 8 hours | +| **Sev 2** — Major Block | 4 hours | +| **Sev 3** — Partial Failure | 8 hours | | **Sev 4** — General Request | 1 business day |