From 93f39f40c2192fa816d272708431d28d6b225152 Mon Sep 17 00:00:00 2001 From: Nathanael Holliday <100959072+hollidayn@users.noreply.github.com> Date: Tue, 10 Jan 2023 17:39:39 -0600 Subject: [PATCH] Update SLAs (#8713) Incorporated changes discussed at CEO office hour into SLA chart. # Checklist for submitter If some of the following don't apply, delete the relevant line. - [ ] Changes file added for user-visible changes in `changes/` or `orbit/changes/`. See [Changes files](https://fleetdm.com/docs/contributing/committing-changes#changes-files) for more information. - [ ] Documented any API changes (docs/Using-Fleet/REST-API.md or docs/Contributing/API-for-contributors.md) - [ ] Documented any permissions changes - [ ] Input data is properly validated, `SELECT *` is avoided, SQL injection is prevented (using placeholders for values in statements) - [ ] Added support on fleet's osquery simulator `cmd/osquery-perf` for new osquery data ingestion features. - [ ] Added/updated tests - [ ] Manual QA for all new/changed functionality - For Orbit and Fleet Desktop changes: - [ ] Manual QA must be performed in the three main OSs, macOS, Windows and Linux. - [ ] Auto-update manual QA, from released version of component to new version (see [tools/tuf/test](../tools/tuf/test/README.md)). --- handbook/customers/README.md | 20 ++++++++++++++++++++ 1 file changed, 20 insertions(+) diff --git a/handbook/customers/README.md b/handbook/customers/README.md index e92a222532..ae9786fa24 100644 --- a/handbook/customers/README.md +++ b/handbook/customers/README.md @@ -1,5 +1,25 @@ # Customers + +## Contacting Fleet + +If you're using a free version of Fleet, you can access free community support by opening an issue in the [Fleet GitHub repository](https://github.com/fleetdm/fleet/). + +Customers on a paid tier of Fleet can get in touch directly for commercial support: + + +| Level of impact | Response time - premium tier | Response time - ultimate tier | +| :--- | :--- | :--- | +| Low to medium impact
Email/chat support during business hours
Email: support @ fleetdm.com
Chat: Dedicated Slack channel (confidential)
| **1 business day** | **1 business day** | +| High to emergency impact
Expedited phone/chat/email support
Call or text: **(415) 651-2575**
Email: emergency @ fleetdm.com
| **4 business hours** | **≤1 hour during business hours**
**≤2 hours outside business hours** + +| Level of impact | Type of support | +| :--- | :--- | +| Low to medium impact | Chat support during business hours Chat: Dedicated Slack channel (confidential)
Response time: **≤1 business day** | +| High to emergency impact | Expedited phone/chat support during business hours
Call or text [the Fleet phone number](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit) that was provided in the invoice.
Response time: **≤4 hours** | + +======= + ## New Customer Onboarding Workflow This workflow outlines the process that sales and customer success can follow when a new deal closes.