Support model
Tiers and coverage
Customers select a support tier as part of their deployment. Tiers vary by response SLA, hours of coverage, and depth of support access. Specific tier names and SLA commitments are defined per contract.
EU office hours coverage is included on all tiers. For after-hours coverage where contracts require it, our support model uses a partner third-party support service to maintain 24/7 availability.
Documentation
Service Level Agreements (SLAs) and Master Services Agreements (MSAs) per tier are referenced in the standard contract pack. Customers can request the current MSA / SLA documents during scoping.
Documentation also lives at support.dropsolid.io.