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67 lines
3.8 KiB
Plaintext
67 lines
3.8 KiB
Plaintext
---
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title: "Service scope and response"
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description: "What Enterprise Support covers, what it doesn't, and how first response time is calculated."
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---
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Enterprise Support focuses on **LangBot Core itself**. It provides triage and guidance through a single ticket channel, not managed operations or custom development.
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## Included and not included
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| Included | Not included |
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| --- | --- |
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| LangBot Core defect assessment and triage | Deployment, operations, 24/7 coverage, on-site service |
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| Official documentation guidance | Troubleshooting your network, database, Kubernetes or model providers |
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| Upgrade compatibility advice | Maintenance of plugins, third-party adapters or private-protocol clients |
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| Public release information and security advisories | Custom development, historical data migration |
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| Ticket intake and triage | Recovery SLAs, fixed resolution deadlines, compliance certification |
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Custom work is outside the subscription and generally not accepted. Requests with broad value can be proposed on the public roadmap.
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## First response
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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.
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<Warning>
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A first response is not a fix or recovery. Resolution depends on severity, reproducibility, and whether the issue belongs to LangBot Core.
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</Warning>
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- **Hours**: 09:00–18:00 Beijing time on mainland China business days, including make-up working days; public holidays are skipped.
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- **Counting**: requests submitted during hours are counted from submission; requests outside hours start at 09:00 on the next business day.
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- **Example**: submitted Friday 14:00 → response by Tuesday 14:00. Submitted Friday 20:00 → response by Wednesday 09:00.
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## Supported versions
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- 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.
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- No backports, LTS branches or private patches.
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- Plugins and third-party components are outside Core maintenance.
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## Consultations and allowances
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| | Enterprise Support | Enterprise Assurance |
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| --- | --- | --- |
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| Annual usage review (60 min) | 1 | 1 |
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| Remote technical consultation (60 min, by appointment) | — | 4 |
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Unused sessions don't roll over. Enterprise Support covers ticket triage, documentation guidance and defect confirmation, not ongoing remote troubleshooting of your environment.
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## Instance registration (Assurance)
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- 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.
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- We record version, deployment overview, purpose and contacts. Update the registration through a ticket when you replace the instance.
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## Security information
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- Quarterly digests are based on public release and security information.
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- Critical security notices are based on advisories confirmed by the maintainers; we don't determine whether your environment is affected.
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- 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.
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## Working principles
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- One ticket per issue; duplicates may be merged.
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- The priority fix queue has no fixed deadline, and priority roadmap review is not a development or scheduling commitment.
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- Support runs through tickets only, not one-to-one group chats.
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## Service term
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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.
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