Technical support services for the Scalr TACO software, scalr.io, and on-prem deployments of Scalr.
Scalr provides the following levels of support for the Scalr TACO offering.
(1) Best efforts support - Scalr support will endeavour to respond within the same business day but cannot guarantee this.
(2) Real time support for priority 0-3 issues only, if required by Scalr Support.
Response times are the maximum. In general Scalr will respond to tickets in priority order as they are logged. Tickets priorities must be set correctly and Scalr reserves the right to alter ticket priorities, up and down, if they do not match the actual impact and urgency of the issues.
There will be regular updates to the Scalr software to implement new features, enhancements and bug fixes. These schedule for these maintenance updates is as follows.
NOTE: Maintenance of Scalr does not affect the infrastructure that is already deployed with Terraform through Scalr. Maintenance only affects the ability to perform new runs through Scalr.
Every Tuesday and Thursday
Customers should assume that Scalr will perform maintenance on every occasion in the schedule. Maintenance typically lasts no more than 30 minutes during which customers experience the following.
Scalr will post messages in the #announcements channel at scalr-community.slack.com at the start and end of each maintenance.
No support for:
In respect of Terraform and Open Policy Agent, Scalr support will use best endeavors to provide advice and guidance on using this software with Scalr, including examples, best practices etc. However bugs/issues with Terraform and Open Policy Agent should be raised in the relevant support channels/communities.
Regular Updates. Scalr encourages all customers to regularly update their deployments to the latest version of the Software.
Scalr will patch and upgrade support to older versions as follows: