Support & SLAs

⚠️ PLACEHOLDER WARNING: This page contains placeholder content and needs significant development. This is a draft structure for Support & SLAs that requires real information, contact details, and SLA definitions.

AI Fabrix provides support services aligned with enterprise requirements. Support levels scale from community documentation access to enterprise-grade SLAs with guaranteed response times and roadmap alignment.

Table of Contents

1. Support Levels
2. SLA Parameters (to be defined)
3. Key Takeaway

Support Levels

1. Community Support (Included with Community Tier)

• Access: [[PLACEHOLDER: Docs portal URL]]
• Channels: Documentation, knowledge base, community Q&A
• Response Times: No guaranteed SLA
• Scope: Best-effort guidance for developers and partners experimenting with Fabrix
• Best for: Early adopters, PoC trials, partner testing

2. Standard Support (Included with Standard Tier)

• Access: [[PLACEHOLDER: Customer portal / support email]]
• Channels: Email / ticketing system, business-hours availability
• Response Times: [[PLACEHOLDER: Define e.g. 1–2 business days initial response]]
• Scope: Help with deployments, upgrades, and connector usage
• Coverage: Dev + Prod environments
• Escalation Path: [[PLACEHOLDER: Define escalation workflow]]
• Best for: SMBs and department-level production

3. Enterprise Support (Included with Enterprise Tier)

• Access: [[PLACEHOLDER: 24/7 support portal and phone]]
• Channels: 24/7 multi-channel (phone, email, portal)
• Response Times: [[PLACEHOLDER: Critical severity < 1h; major < 4h; minor < 24h]]

• Scope:

  • Full lifecycle support (Dev → Test → Prod)
  • Priority bug fixes and hotfix availability
  • Assistance with compliance, security, and audits
  • Guidance on scaling and observability
• Coverage: Global deployments, regulated workloads
• Escalation Path: [[PLACEHOLDER: Named technical account manager / dedicated escalation contact]]
• Best for: Large enterprises, regulated industries, mission-critical workloads

SLA Parameters (to be defined)

SLAs can cover:

• Availability: [[PLACEHOLDER: % uptime guarantee]]
• Response Times: [[PLACEHOLDER: Severity-level matrix]]
• Resolution Targets: [[PLACEHOLDER: Expected resolution goals]]
• Reporting: [[PLACEHOLDER: Monthly SLA compliance reports]]

Key Takeaway

Fabrix support grows with adoption:

• Community → self-service learning.
• Standard → business-hours help for production.
• Enterprise → full 24/7 coverage with compliance-grade SLAs.

This ensures enterprises have the right level of reliability, responsiveness, and governance at every stage of their AI journey.