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docs: rewrite enterprise support guides for clarity

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- Add plan comparison and scope tables, callouts for key caveats
- Fix ticket template name to match Space
- Remove company name from public docs

Co-Authored-By: Claude Opus 5.5 <[email protected]>
This commit is contained in:
RockChinQ
2026-10-13 12:49:01 +08:00
co-authored by Claude Opus 5.5
parent e852925df1
commit 6bbceb36b7
12 changed files with 417 additions and 246 deletions
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en/enterprise/overview.mdx
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---
title: "Enterprise Support"
description: "LangBot Enterprise Support — Enterprise Support"
description: "Official issue triage, security updates, and procurement-ready contracts and invoices for open-source LangBot."
---
Keep using the complete open-source LangBot with an official support relationship, issue triage, security updates, and procurement contracts and invoices. Your subscription also funds continued development.
LangBot Enterprise Support is for organizations that need an **official support relationship** and **formal procurement documents**. Your subscription also directly funds continued LangBot development.
LangBot remains freely available under Apache License 2.0. This subscription is not a commercial-use license and does not restrict organizations that do not subscribe.
<Info>
LangBot remains free under Apache License 2.0. Enterprise Support is **not a commercial-use license**: it unlocks no features and does not restrict organizations that don't subscribe.
</Info>
## Enterprise Support
## Plans
- Contract and invoice from 北京浪波智能科技有限公司
- Annual enterprise support subscription certificate
- Optional supporter listing with consent; anonymity available
- Enterprise ticket intake; first human response within 2 business days
- Quarterly public release/security digest and critical security notices
- One 60-minute usage review per year
- Priority review of public roadmap proposals; no development commitment
| | Enterprise Support | Enterprise Assurance |
| --- | --- | --- |
| Annual fee (CNY) | ¥19,800 | ¥49,800 |
| Best for | Funding the project with a formal support relationship | Running LangBot in production |
| Contract, invoice and annual certificate | ✓ | ✓ |
| Enterprise tickets, first response within 2 business days | ✓ | ✓ |
| Critical security notices, quarterly release & security digest | ✓ | ✓ |
| Annual 60-minute usage review | 1 | 1 |
| Priority review of public roadmap proposals | ✓ | ✓ |
| Listing as an enterprise supporter (with consent; anonymity available) | ✓ | ✓ |
| Registered production instance | — | 1 |
| Remote technical consultations (60 min each) | — | 4 per year |
| Pre-upgrade compatibility advice, priority incident triage | — | ✓ |
| Confirmed Core defects enter the priority fix queue | — | ✓ |
| Annual version, dependency and security status summary | — | ✓ |
## Enterprise Assurance
Fees are charged per contracting organization per year, not per seat or deployment. Taxes, invoice type and service dates follow the formal quote and contract.
- All Enterprise Support benefits
- Registration of 1 production instance
- Up to 4 additional remote consultations per year, 60 minutes each
- Pre-upgrade compatibility advice and priority incident triage
- Reproduced, confirmed LangBot Core defects enter the priority fix queue
- One annual version, dependency and security status summary
## Next steps
[Choose your support plan](https://langbot.app/en/enterprise)
- [Service scope and response](/en/enterprise/service-scope): what's included, what isn't, and how response time is counted
- [Submit a ticket](/en/enterprise/submit-ticket): how subscribers request support
- [Procurement and activation](/en/enterprise/procurement): contracts, invoices and deliverables
Annual fees are per contracting organization, not per seat. Prices are in CNY. Taxes, invoice type and service dates are specified in the formal quote and contract.
[Service scope and response policy](/en/enterprise/service-scope) · [Submit a support ticket](/en/enterprise/submit-ticket) · [Procurement and delivery](/en/enterprise/procurement)
To subscribe, email [[email protected]](mailto:[email protected]).
en/enterprise/procurement.mdx
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---
title: "Procurement and delivery"
description: "LangBot Enterprise Support — Procurement and delivery"
title: "Procurement and activation"
description: "Contracts, invoices and deliverables for Enterprise Support."
---
1. Email your organization name, preferred plan and usage context.
2. Confirm scope, taxes and invoicing, and sign an annual service contract.
3. Pay as agreed and register contacts, Space accounts and service dates.
4. Receive the certificate and service guide, then submit requests in Space.
## How to subscribe
[[email protected]](mailto:[email protected])
1. **Contact us**: email [[email protected]](mailto:[email protected]) with your organization name, preferred plan and how you use LangBot.
2. **Confirm the quote**: agree on scope, taxes and invoicing, and sign an annual service contract.
3. **Pay and register**: pay as agreed and register contacts, Space accounts and service dates.
4. **Get started**: once you receive the certificate and service guide, [submit tickets](/en/enterprise/submit-ticket).
## Contract and invoicing
<Note>
For the first contact, your organization name, preferred plan and a usage overview are enough. Invoicing details come before signing. Never send bank or tax details through public tickets or GitHub.
</Note>
Contracting entity: **北京浪波智能科技有限公司**.
## Contract and invoice
Service description: **Annual maintenance, release information and technical support for LangBot open-source software**.
| Item | Details |
| --- | --- |
| Contracting entity | The operating company behind LangBot; details are in the quote and contract |
| Subject | Annual maintenance, release information and technical support for open-source LangBot |
| Billing | Annual fee per contracting organization, not per seat |
| Invoice description | Confirmed by finance within the permitted scope, e.g. software service or technical support fees |
Fees are annual per contracting organization, not per seat. Taxes, invoice type and service dates are confirmed in the formal quote and contract. Finance confirms the permitted invoice category; the service is not a donation or an additional commercial software license. Overseas invoicing, payment currency and support language must be confirmed; translated pages do not promise local tax invoices or local-language human support.
The fee is not invoiced as a donation or as a commercial software license fee.
## Activation deliverables
## Deliverables
- Service order and contract, service dates and designated contacts.
- Annual support subscription certificate documenting a support relationship, not an additional software license.
- Versioned scope and response policy, ticket instructions and registered Space accounts.
- One registered production instance and consultation allowance for Assurance.
- Optional supporter listing only with separate consent; anonymity is available.
- Service order and contract with service dates and named contacts
- Annual subscription certificate (evidences the support relationship; grants no additional software license)
- Versioned service scope document, Space ticket access and account registration
- Assurance: production instance registration and consultation allowance
- During the term: quarterly maintenance digests, ticket and consultation records; Assurance also receives an annual version, dependency and security status summary
Keep delivery records for quarterly public maintenance digests, tickets and consultations. Assurance also includes an annual version, dependency and security summary. Later website changes do not automatically alter existing contractual benefits.
Listing as an enterprise supporter requires separate consent and can be anonymous. Later changes to the service documents don't alter signed contracts.
## Renewal
Renewal requires agreement; no automatic charge is assumed. Start/end dates, cancellation and refunds follow the contract. Expiry does not restrict Apache 2.0 usage. Cloud resources, model credits and managed hosting are separate products.
Renewal is confirmed separately; there is no automatic charge. Start, end, cancellation and refund terms follow the contract.
Initially provide your organization, preferred plan and usage context. Supply billing details privately when needed for the contract, not in public issues or GitHub.
The subscription doesn't include LangBot Cloud compute, model credits or hosting. After expiry you can keep using LangBot under Apache 2.0.
en/enterprise/service-scope.mdx
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---
title: "Service scope and response policy"
description: "LangBot Enterprise Support — Service scope and response policy"
title: "Service scope and response"
description: "What Enterprise Support covers, what it doesn't, and how first response time is calculated."
---
## Included
Enterprise Support focuses on **LangBot Core itself**. It provides triage and guidance through a single ticket channel, not managed operations or custom development.
- LangBot Core defect assessment and triage
- Official documentation guidance and upgrade compatibility advice
- Public release information and security advisories
## Included and not included
## Not included
| Included | Not included |
| --- | --- |
| LangBot Core defect assessment and triage | Deployment, operations, 24/7 coverage, on-site service |
| Official documentation guidance | Troubleshooting your network, database, Kubernetes or model providers |
| Upgrade compatibility advice | Maintenance of plugins, third-party adapters or private-protocol clients |
| Public release information and security advisories | Custom development, historical data migration |
| Ticket intake and triage | Recovery SLAs, fixed resolution deadlines, compliance certification |
- Deployment, operations, 24/7 coverage or on-site service
- Troubleshooting customer networks, databases, Kubernetes or model providers
- Maintenance of plugins, third-party adapters or private-protocol clients
- Custom development or historical data migration
- Recovery SLA, fixed resolution deadlines or compliance certification
Custom work is outside the subscription and generally not accepted. Requests with broad value can be proposed on the public roadmap.
## First response and resolution
## First response
A first response is a human assessment of scope, a request for missing information, or initial triage and next steps. Automated receipts do not count. Both plans include a first response within 2 business days, without a recovery or resolution deadline.
Both plans commit to a **first human response within 2 business days**. A first response means a person has confirmed the scope, requested more information, or given an initial classification. Automated emails don't count.
Intake hours are 09:00–18:00 Beijing time (Asia/Shanghai) on mainland China statutory working days, including officially adjusted weekend working days. Requests outside these hours start at 09:00 on the next working day. The deadline is the same time on the second subsequent working day. With no holidays or adjusted days, a Friday 14:00 request is due Tuesday 14:00; a Friday 20:00 request starts Monday 09:00 and is due Wednesday 09:00.
<Warning>
A first response is not a fix or recovery. Resolution depends on severity, reproducibility, and whether the issue belongs to LangBot Core.
</Warning>
Missing information is requested within the first-response window. Further diagnosis depends on completeness and reproducibility. Priority triage does not provide a faster recovery SLA.
- **Hours**: 09:00–18:00 Beijing time on mainland China business days, including make-up working days; public holidays are skipped.
- **Counting**: requests submitted during hours are counted from submission; requests outside hours start at 09:00 on the next business day.
- **Example**: submitted Friday 14:00 → response by Tuesday 14:00. Submitted Friday 20:00 → response by Wednesday 09:00.
## Covered software and versions
## Supported versions
Support covers the current stable LangBot Core release. Older versions receive upgrade guidance; defect assessment may require reproduction on the current stable release. Historical backports, LTS branches and private customer patches are not promised. Official plugins and third-party components are not automatically part of Core maintenance.
- Support covers the **current stable release** of LangBot Core. For older versions we first recommend upgrading, and confirming a defect may require reproducing it on the current release.
- No backports, LTS branches or private patches.
- Plugins and third-party components are outside Core maintenance.
The base plan provides triage, documentation guidance and defect assessment, not ongoing remote investigation of customer environments. Assurance consultations require scheduling and use the four additional annual sessions of up to 60 minutes each. The annual 60-minute usage review is separate: at most five sessions in total. Unused sessions do not roll over.
## Consultations and allowances
Use one ticket per issue; duplicates may be merged. Public defects are maintained according to severity, impact and reproducibility. Priority fix queues do not guarantee a completion date. Priority roadmap review does not promise implementation or scheduling.
| | Enterprise Support | Enterprise Assurance |
| --- | --- | --- |
| Annual usage review (60 min) | 1 | 1 |
| Remote technical consultation (60 min, by appointment) | — | 4 |
## Instance registration and security information
Unused sessions don't roll over. Enterprise Support covers ticket triage, documentation guidance and defect confirmation, not ongoing remote troubleshooting of your environment.
Assurance covers one registered production instance. Registration defines support coverage, not a limit on deployments permitted by Apache 2.0. Record the version, deployment outline, purpose and contacts; no license server or telemetry is required. Update registration by ticket before replacing an instance; additional environments are not automatically covered.
## Instance registration (Assurance)
Quarterly digests reuse public release and security information. Critical notices follow applicable advisories confirmed by maintainers; the base plan receives general notices, without environment-specific impact assessment. Annual version, dependency and security summaries use the registered version and public information. They are not audits, penetration tests, compliance certifications or guarantees of no vulnerabilities.
- Assurance covers **1 registered production instance**. Registration only defines support scope; it doesn't limit deployments permitted by Apache 2.0 and requires no license key or telemetry.
- We record version, deployment overview, purpose and contacts. Update the registration through a ticket when you replace the instance.
## Service agreement
## Security information
Support language, contacts, service dates and the applicable policy version are confirmed in the contract. After expiry, new subscription requests stop; existing tickets receive triage or handover as agreed, without an indefinite obligation to fix. Expiry does not affect open-source use.
- Quarterly digests are based on public release and security information.
- Critical security notices are based on advisories confirmed by the maintainers; we don't determine whether your environment is affected.
- The annual status summary (Assurance) is based on your registered version and public information. It is not a security audit, penetration test or compliance certification.
Group chat is not an unlimited support channel. Monthly office hours are not a contractual entitlement. Custom development is excluded; general product requests may enter the public roadmap, and any separate engagement requires its own assessment and quote.
## Working principles
- One ticket per issue; duplicates may be merged.
- The priority fix queue has no fixed deadline, and priority roadmap review is not a development or scheduling commitment.
- Support runs through tickets only, not one-to-one group chats.
## Service term
Language, contacts, service dates and the applicable version of this document are set in the contract. After expiry no new requests are accepted; open tickets are triaged or handed over as agreed. You can keep using open-source LangBot after expiry.
en/enterprise/submit-ticket.mdx
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---
title: "Submit a support ticket"
description: "LangBot Enterprise Support — Submit a support ticket"
title: "Submit a ticket"
description: "How subscribers report issues or book consultations in LangBot Space."
---
[Subscriber? Submit a ticket](https://space.langbot.app/profile?tab=tickets&language=en)
<Tip>
[Open LangBot Space tickets →](https://space.langbot.app/profile?tab=tickets&language=en)
</Tip>
Sign in with the Space account registered in your contract. Open Profile → Tickets and choose Enterprise Support: issue intake or Enterprise Assurance: upgrade and consultation. Templates are available to signed-in users; staff verify the contract, registered account and service dates before confirming enterprise entitlements. A subscription number is not proof of identity.
## Steps
## Information to provide
1. Sign in with the Space account registered in your contract.
2. Go to **Profile → Tickets** and pick a template:
- **Enterprise Support: issue intake**: report a suspected LangBot Core defect
- **Enterprise Support: upgrade and consultation**: upgrade compatibility, consultation booking (Assurance), documentation and procurement materials
3. Enter your subscription/contract ID and organization name, then complete the form.
- Subscription/contract number, organization, request type and summary.
- Defects: LangBot version, deployment method, expected and actual behavior, reproduction steps and business impact.
- Redacted log excerpts; explain if unavailable. Do not include tokens, passwords, full conversations, personal customer data or raw configuration files.
- Upgrade/consultation: registered instance, current/target versions where relevant, goals and preferred meeting times.
- Documentation or procurement-material questions do not require invented logs or reproduction steps. Use the consultation form to describe the request; technical consultation sessions are an Assurance benefit.
We verify the contract, registered account and service term before confirming entitlements. A subscription ID alone doesn't prove identity.
Forms collect text and do not automatically collect instance data or generate a diagnostic archive. Only attach necessary, redacted screenshots. Do not post vulnerability details in public GitHub issues.
## What to include
## What happens next
**Issue intake**
The team checks the subscription and scope, then provides documentation guidance, asks for information, schedules an eligible consultation, identifies a public Core defect, or explains an exclusion. Automatic email notifications are not a first human response.
- LangBot version and deployment method
- Expected vs. actual behavior
- Reproduction steps
- Redacted logs (explain if unavailable)
- Business impact
Only necessary, redacted reproduction details for confirmed general defects enter public maintenance. Contracts, customer logs and business information are not automatically copied to GitHub. Continue in the same ticket instead of duplicating requests across channels.
**Upgrade and consultation**
- Registered instance and current version, target version if relevant
- Goals and context
- Preferred times, if a meeting is needed
<Warning>
Don't submit access tokens, passwords, full chat histories, personal data or raw configuration files. Redact screenshots. Never post vulnerability details in a public GitHub issue.
</Warning>
## After you submit
Once your subscription is verified, we triage the request and may:
- Point you to documentation or ask for more information
- Book a consultation (Assurance)
- Confirm a LangBot Core defect and move it into public maintenance
- Explain that the request is out of scope
For confirmed general defects, only the minimum redacted reproduction details go into public maintenance. Contracts, logs and business information are never synced to public GitHub. Please reply in the same ticket rather than opening duplicates elsewhere.