Clear response commitments, defined severity levels, and a dedicated team standing behind every deployment.Documentation Index
Fetch the complete documentation index at: https://allhandsai-add-support-policy.mintlify.app/llms.txt
Use this file to discover all available pages before exploring further.
Severity Levels
Every support request is classified by impact so we can respond with the right urgency.Severity 1
Production DownProduct is down or seriously impaired and there is no workaround currently
available.
Severity 2
Reduced CapacityCustomer’s system is functioning but in a reduced capacity, and there is no
workaround currently available or the workaround is cumbersome to use.
Severity 3
Minor ImpactDoes not prevent normal operation of the Customer’s system, or where the
situation may be temporarily circumvented using an available workaround.
Severity 4
General RequestNon-critical errors or issues, including general questions and requests for
enhancements to the product.
First Response SLA
Our commitment to acknowledging your issue. All times represent a qualified human response, not an automated reply.Standard Support
Included with every Enterprise deployment. Coverage is Monday–Friday during business hours.| Severity | First Response Time |
|---|---|
| Sev 1 — Production Down | 16 business hours |
| Sev 2 — Reduced Capacity | 1 business day |
| Sev 3 — Minor Impact | 2 business days |
| Sev 4 — General Request | 3 business days |
Premium Support
For mission-critical enterprise deployments. Sev 1 coverage is 24/7 including weekends. Sev 2–4 coverage is Monday–Friday.| Severity | First Response Time |
|---|---|
| Sev 1 — Production Down | 30 minutes |
| Sev 2 — Reduced Capacity | 4 hours |
| Sev 3 — Minor Impact | 8 hours |
| Sev 4 — General Request | 1 business day |
The SLA times listed above represent first response commitments. While we
strive to resolve issues as quickly as possible, these times should not be
interpreted as expected time-to-resolution.
How to Report an Issue
Submit support requests through the OpenHands Support Portal. The support portal allows you to create, track, and manage all of your support requests in one place.Support Portal
Submit and track support requests.
Contact Sales
Learn more about Premium Support or discuss your support needs.