en enterprise service scope

Service scope and response

Enterprise Support focuses on LangBot Core itself. It provides triage and guidance through a single ticket channel, not managed operations or custom development.

Included and not included

Included	Not included
LangBot Core defect assessment and triage	Deployment, operations, 24/7 coverage, on-site service
Official documentation guidance	Troubleshooting your network, database, Kubernetes or model providers
Upgrade compatibility advice	Maintenance of plugins, third-party adapters or private-protocol clients
Public release information and security advisories	Custom development, historical data migration
Ticket intake and triage	Recovery SLAs, fixed resolution deadlines, compliance certification

Custom work is outside the subscription and generally not accepted. Requests with broad value can be proposed on the public roadmap.

First response

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.

Warning

A first response is not a fix or recovery. Resolution depends on severity, reproducibility, and whether the issue belongs to LangBot Core.

• Hours: 09:00–18:00 Beijing time on mainland China business days, including make-up working days; public holidays are skipped.
• Counting: requests submitted during hours are counted from submission; requests outside hours start at 09:00 on the next business day.
• Example: submitted Friday 14:00 → response by Tuesday 14:00. Submitted Friday 20:00 → response by Wednesday 09:00.

Supported versions

• 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.
• No backports, LTS branches or private patches.
• Plugins and third-party components are outside Core maintenance.

Consultations and allowances

	Enterprise Support	Enterprise Assurance
Annual usage review (60 min)	1	1
Remote technical consultation (60 min, by appointment)	—	4

Unused sessions don't roll over. Enterprise Support covers ticket triage, documentation guidance and defect confirmation, not ongoing remote troubleshooting of your environment.

Instance registration (Assurance)

• 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.
• We record version, deployment overview, purpose and contacts. Update the registration through a ticket when you replace the instance.

Security information

• Quarterly digests are based on public release and security information.
• Critical security notices are based on advisories confirmed by the maintainers; we don't determine whether your environment is affected.
• 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.

Working principles

• One ticket per issue; duplicates may be merged.
• The priority fix queue has no fixed deadline, and priority roadmap review is not a development or scheduling commitment.
• Support runs through tickets only, not one-to-one group chats.

Service term

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.