Enterprise SLAs & Support
Dedicated Service Level Agreements, architectural reviews, and prioritized engineering support strictly tailored for enterprise clients.
Enterprise software requires enterprise guarantees. We offer dedicated, highly specialized support tiers ensuring your critical systems are backed directly by the architects who built them.
Technical Support Tiers
Select the specific level of technical support that perfectly aligns with your deployment threat model and organizational scale.
| Feature | Community | Standard | Premium | Enterprise |
|---|---|---|---|---|
| Response time | Best effort | 24 hours | 4 hours | 1 hour |
| Channel | GitHub Issues | Slack + Email | Dedicated channel | |
| Coverage | Mon-Fri | Mon-Fri | Mon-Sat | 24/7 |
| Bug fixes | Next release | Hotfix | Hotfix | Hotfix + patch |
| Feature requests | Backlog | Prioritized | Fast-tracked | Custom development |
| Training | Docs only | 2 sessions | Monthly sessions | Custom program |
| Deployment help | Docs only | 1 session | Unlimited | On-site available |
| Architecture review | ✗ | ✗ | Quarterly | Monthly |
| Dedicated engineer | ✗ | ✗ | ✗ | 1 FTE assigned |
| Custom SLA | ✗ | ✗ | Available | Included |
| Source code access | Public repo | Public repo | Full source | Full source + priority |
Binding Service Level Agreements
We stand behind the code. Our SLAs are contractually binding and definitively guarantee our response velocity to critical architectural blockers.
| Severity | P1 (Critical) | P2 (Major) | P3 (Minor) | P4 (Low) |
|---|---|---|---|---|
| Definition | System down, no workaround | Core feature broken | Workaround exists | Cosmetic / enhancement |
| Enterprise response | 1 hour | 4 hours | 1 business day | 2 business days |
| Premium response | 4 hours | 8 hours | 2 business days | 5 business days |
| Standard response | 24 hours | 48 hours | 5 business days | Next release |
| Escalation path | VP Engineering | Team Lead | Support Queue | Backlog |
Standard Inclusion Matrix
Emergency Patch Routing
Bypass standard release cycles for immediate security and stability patches.
Hands-On Remote Debugging
We join your screen to forensically dismantle complex integration bottlenecks in real-time.
Extensive Knowledge Base
Deep architectural blueprints, known migration paths, and specific tutorials.
Global Discord & GitHub Access
Collaborate directly with hundreds of elite software engineers building on SCRIPE.
Incubation & Onboarding
1. Community Support
General architectural questions, handled asynchronously via standardized community channels.2. Professional SLA
Guaranteed 24-hour response vectors directly from the core engineering team.3. Enterprise SLA
Immediate emergency routing, dedicated Slack channels, and assigned primary architects.4. Custom White-Glove Support
On-site incubation and heavily specialized bespoke module development.
Major Version Migration Assistance
The transition to new major versions of .NET or Next.js can be risky. Professional and Enterprise tiers include dedicated technical review hours to ensure your major version upgrades are executed flawlessly and without downtime.