# PandRS Enterprise Support Structure
**v0.2.0/v1.0.0**

---

## Table of Contents
1. [Support Tiers](#support-tiers)
2. [SLA Commitments](#sla-commitments)
3. [Support Channels](#support-channels)
4. [Escalation Process](#escalation-process)
5. [Coverage Areas](#coverage-areas)
6. [Getting Started](#getting-started)

---

## Support Tiers

### 1. Community (Free)

**Overview**: Community-driven support for individual developers and open-source projects.

**Response Time**: Best effort (no SLA)

**Support Coverage**: Community-driven
- GitHub Issues and Discussions
- Public documentation and examples
- Community contributions and feedback

**Support Hours**: 24/7 community availability

**Included Features**:
- Bug report submissions
- Feature request proposals
- Community forums and discussions
- Access to public documentation
- Community-contributed examples
- General troubleshooting guidance
- Release notes and changelogs

**Best For**:
- Individual developers
- Hobby projects
- Learning and evaluation
- Open-source contributions

---

### 2. Professional ($499/month per project)

**Overview**: Priority support for professional teams and smaller organizations.

**Response Time**:
- **Critical (P0)**: 4 business hours
- **High (P1)**: 8 business hours
- **Normal (P2)**: 24 business hours
- **Low (P3)**: 48 business hours

**Support Coverage**:
- Email support
- Private issue tracking
- Security updates
- Priority bug fixes
- Monthly release notes

**Support Hours**: Business hours (9 AM - 5 PM local time, Monday-Friday)

**Included Features**:
- All Community tier features
- Direct email support (support-pro@pandrs.org)
- Private issue tracking and management
- Priority bug fixes and patches
- Monthly updates and release previews
- Private security advisories and hotfixes
- Integration assistance
- Configuration support
- Performance troubleshooting
- Upgrade assistance and migration guidance
- Architecture consulting (basic)

**Additional Benefits**:
- Priority in bug fix queue
- Dedicated support contact
- Early access to beta features
- Custom build assistance

**Best For**:
- Professional development teams
- Small to medium-sized companies
- Production deployments
- Organizations requiring SLA guarantees

---

### 3. Enterprise ($2,999/month per organization)

**Overview**: Comprehensive support with SLA guarantees and dedicated resources.

**Response Time**:
- **Critical (P0)**: 1 hour
- **High (P1)**: 2 hours
- **Normal (P2)**: 4 business hours
- **Low (P3)**: 8 business hours

**Support Coverage**:
- 24/7/365 support availability
- Dedicated support engineer assignment
- Phone and email support
- On-site support (optional, additional consulting fees)
- Executive escalation procedures

**Support Hours**: 24 hours, 7 days a week, 365 days a year

**Included Features**:
- All Professional tier features
- SLA guarantees with uptime credits
- Dedicated support engineer team
- Phone support access
- Direct access to core engineering team
- Custom feature development consulting
- Architecture review and optimization
- Performance tuning and optimization consulting
- Security audit consulting
- Training sessions and workshops
- Quarterly business reviews
- Product roadmap alignment discussions
- Priority in feature development queue

**Additional Benefits**:
- Dedicated Slack channel
- Monthly strategy calls
- Quarterly on-site visits (if requested)
- Custom instrumentation and monitoring
- Exclusive early access to features
- Priority security patches
- Custom documentation development

**Best For**:
- Enterprise organizations
- Mission-critical deployments
- High-frequency users
- Organizations with compliance requirements
- Custom integration needs

---

## SLA Commitments

### Issue Severity Definitions

**Critical (P0)** - Production Down
- Production system is completely down or non-functional
- Data loss or data corruption occurring
- Security vulnerability actively exploited
- Complete service outage affecting all users
- Revenue-impacting incident

**Example**: "PandRS data processing pipeline completely failing in production, causing business operations to halt"

**High (P1)** - Major Feature Broken
- Major feature is not working correctly
- Significant performance degradation (>50% slower)
- Significant data inconsistency
- Workaround exists but is difficult or time-consuming
- Affects multiple users or critical workflows

**Example**: "DataFrame sorting is returning incorrect results in production"

**Normal (P2)** - Minor Issue
- Minor feature not working as intended
- Documentation error or clarification needed
- Enhancement request or improvement suggestion
- Cosmetic issues or UI improvements
- Workaround readily available

**Example**: "API method missing from documentation" or "Edge case behavior not documented"

**Low (P3)** - General Question
- General questions and information requests
- Feature requests with no current impact
- Best practices and guidance
- Non-urgent improvements
- Research or exploratory questions

**Example**: "How can I optimize memory usage for large datasets?"

---

### Resolution Targets

| Tier | Critical (P0) | High (P1) | Normal (P2) | Low (P3) |
|------|---------------|-----------|------------|---------|
| **Community** | Best effort | Best effort | Best effort | Best effort |
| **Professional** | 24 hours | 48 hours | 5 days | 10 days |
| **Enterprise** | 4 hours | 8 hours | 2 business days | 5 business days |

**Notes on Resolution Targets**:
- Times represent resolution, not just acknowledgment
- Business days exclude weekends and company holidays
- Weekends and holidays may extend timeline for non-Enterprise tiers
- Workarounds may be provided while permanent fix is developed
- Target times apply from ticket creation to resolution verification

---

## Support Channels

### Community Support (Free)
- **GitHub Issues**: https://github.com/cool-japan/pandrs/issues
- **GitHub Discussions**: https://github.com/cool-japan/pandrs/discussions
- **Community Documentation**: https://pandrs.readthedocs.io

### Professional Support
- **Email**: support-pro@pandrs.org
- **Response Time**: As per SLA
- **Portal**: PandRS Support Portal (https://support.pandrs.org)
- **Private Issue Tracking**: Included with subscription

### Enterprise Support
- **Phone**: +1-800-PANDRS-1 (Enterprise-only)
- **Email**: enterprise-support@pandrs.org
- **Slack**: Private enterprise support channel
- **Zoom**: Scheduled video calls with support team
- **Portal**: Premium PandRS Support Portal with advanced features
- **Direct Contact**: Dedicated support engineer contact information provided

### Office Hours
- **Time Zones Covered**: UTC, US Eastern, US Pacific, Europe Central, Japan Standard Time
- **Rotating Coverage**: Ensures 24/7 availability for Enterprise tier
- **Holidays**: Company holiday calendar provided at onboarding

---

## Escalation Process

### Initial Ticket Creation
1. Create support ticket through appropriate channel
2. Provide clear description, reproduction steps, and environment details
3. Attach relevant logs, configuration files, and version information
4. Receive automatic confirmation with ticket ID

### Assignment
1. Ticket routed to appropriate support team
2. Severity level assessed by support engineer
3. SLA timeline confirmed
4. Assignment to available support engineer

### First Response
1. Support engineer acknowledges receipt within SLA
2. Initial assessment and clarifying questions (if needed)
3. Identification of severity confirmation
4. Preliminary troubleshooting steps provided

### Investigation Phase
1. Detailed issue analysis and reproduction
2. Environment compatibility checks
3. Configuration and setup review
4. Gathering of additional diagnostic information

### Escalation (If Needed)
1. If not solvable by first-line support, escalate to:
   - **Level 2**: Senior engineers and architects
   - **Level 3**: PandRS core team and developers
2. Engineering team prioritization based on severity
3. Potential code review and changes initiated

### Resolution & Verification
1. Solution provided and tested with customer
2. Verification that issue is resolved
3. Documentation of solution and workarounds
4. Update to relevant documentation (if applicable)

### Closure
1. Customer confirmation of resolution
2. Ticket marked as resolved
3. Follow-up email sent within 24 hours
4. Customer satisfaction survey (Professional/Enterprise only)

---

## Coverage Areas

### Included in All Tiers

**Bug Fixes and Patches**
- Critical and high-priority bugs fixed promptly
- Patches provided for security issues
- Regular maintenance releases
- Backward compatibility considerations

**Documentation and Knowledge Base**
- Official documentation and guides
- FAQ and troubleshooting guides
- Release notes and change logs
- Best practices documentation

**Configuration Assistance**
- Configuration file setup
- Performance tuning recommendations
- Environment setup guidance
- Integration configuration help

**Integration Guidance**
- Integration with common tools and platforms
- Data import/export procedures
- Pipeline construction assistance
- Compatibility information

**Performance Troubleshooting**
- Performance analysis and bottleneck identification
- Optimization recommendations
- Memory and CPU profiling
- Query and operation optimization

**Security Advisories**
- Security vulnerability notifications
- Patch availability announcements
- Security best practices guidance
- Responsible disclosure process

**Upgrade Assistance**
- Version compatibility information
- Migration guides for major versions
- Breaking change documentation
- Rollback procedures and guidance

---

### Professional Tier Only

**Priority Bug Fixes**
- Faster resolution for reported bugs
- Priority in development queue
- Backport fixes to supported versions
- Release candidate testing

**Architecture Consulting (Basic)**
- Design review for planned implementations
- Technology selection guidance
- Integration architecture discussions
- Scale-out recommendations

**Dedicated Support Contact**
- Single point of contact for continuity
- Familiarity with your implementation
- Direct communication channel
- Account management

---

### Enterprise Tier Only

**Advanced SLA Guarantees**
- Guaranteed response and resolution times
- Uptime credits for SLA breaches
- Escalation guarantees to senior engineers
- Executive reporting and dashboards

**Dedicated Support Engineer**
- Named individual for your account
- 24/7 availability (via rotation)
- Deep familiarity with your use cases
- Proactive monitoring and recommendations

**Phone Support**
- Direct phone access during business hours
- Emergency hotline access
- Priority call routing
- Screen-sharing and remote assistance

**On-Site Support (Optional)**
- On-site visits for major issues
- Implementation assistance
- Team training and workshops
- Architecture review sessions
- Additional consulting fees apply

**Custom Feature Development**
- Feature development consulting
- Custom enhancements discussion
- Implementation roadmap planning
- Feature sponsorship options

**Advanced Architecture Review**
- Detailed system architecture analysis
- Scalability assessment
- Performance optimization deep dive
- Security audit and hardening
- Disaster recovery planning

**Performance Optimization Consulting**
- Benchmark analysis and comparison
- Query optimization techniques
- Resource allocation optimization
- Advanced tuning strategies
- Custom instrumentation

**Training and Workshops**
- Customized training sessions
- On-site workshops
- Knowledge transfer programs
- Team certification programs
- Documentation training materials

**Quarterly Business Reviews**
- Strategic planning discussions
- Roadmap alignment
- Usage analytics review
- Success metrics tracking
- ROI analysis

**Exclusive Early Access**
- Beta feature access and testing
- Early release candidate access
- Experimental features
- Direct feedback integration
- First to know on new capabilities

---

### Not Included (All Tiers)

**Custom Application Development**
- Building custom applications or tools
- Custom database implementations
- Custom data pipeline development
- Application code review (non-PandRS code)

**Third-Party Integrations**
- Support for third-party tools (only PandRS integration guidance)
- Third-party library issues
- External system compatibility
- Non-PandRS specific problems

**Infrastructure Management**
- Cloud provider account management
- Kubernetes cluster management
- Database administration (beyond PandRS)
- System administration tasks

**General Rust Programming Help**
- General Rust language questions
- Rust ecosystem troubleshooting
- Non-PandRS Rust library help
- Learning resources (refer to official Rust docs)

**Network and System-Level Issues**
- Network connectivity problems
- Operating system issues
- Hardware troubleshooting
- Firewall and security configuration

---

## Getting Started

### 1. Selecting Your Tier

Consider these factors when choosing:

**Choose Community if:**
- You're evaluating PandRS for learning
- You're working on non-critical hobby projects
- You have internal expertise and resources
- You don't require SLA guarantees

**Choose Professional if:**
- You need production support
- You're using PandRS in business-critical workflows
- You need email support and faster response times
- You have a dedicated team but want expert assistance

**Choose Enterprise if:**
- PandRS is mission-critical to your operations
- You need 24/7 support and SLA guarantees
- You require dedicated resources
- You plan custom feature development
- You need on-site support or training

---

### 2. How to Purchase

**Professional Tier**:
1. Visit https://pandrs.org/pricing
2. Select "Professional" tier
3. Choose billing frequency (monthly or annual)
4. Complete registration and payment
5. Receive credentials and welcome package
6. Dedicated support engineer assigned within 1 business day

**Enterprise Tier**:
1. Visit https://pandrs.org/enterprise
2. Complete contact form with requirements
3. Schedule discovery call with sales team
4. Receive customized proposal
5. Complete contract negotiation
6. Onboarding session scheduled

---

### 3. Initial Onboarding

**For Professional Tier**:
- Welcome email with support team contact
- Support portal access and setup
- Documentation and best practices guide
- Getting started checklist
- Quarterly check-in scheduled

**For Enterprise Tier**:
- Dedicated onboarding engineer assigned
- Comprehensive onboarding meeting
- Custom integration planning
- Support team introductions
- Executive sponsor assignment
- Monthly strategy call scheduled

---

### 4. Support Agreement & Legal

**Required Documents**:
- **Terms of Service**: Standard SLA and support terms
  - Service level definitions
  - Limitation of liability
  - Support scope
  - Cancellation policy

- **Privacy Policy**: Data handling and protection
  - Personal data collection practices
  - Data processing and storage
  - Cookie policy
  - Third-party sharing (none)

- **Data Processing Agreement (DPA)**: GDPR and regulatory compliance
  - GDPR compliance commitments
  - Data subject rights
  - International data transfers
  - Sub-processor information
  - Available upon request for Enterprise tier

- **Support SLA**: Detailed SLA commitments
  - Response and resolution times
  - Severity definitions and escalation
  - Uptime guarantees (Enterprise only)
  - Credits and remedies

**All agreements available at**: https://pandrs.org/legal

---

### 5. Account Management

**Professional Account**:
- Online support portal access
- Ticket history and management
- Knowledge base search
- Direct email support channel
- Annual renewal reminder

**Enterprise Account**:
- Premium support portal with advanced features
- Dedicated support engineer dashboard
- Usage analytics and reporting
- Roadmap visibility
- Executive reporting dashboard
- Quarterly business review scheduling
- Custom SLA negotiation

---

## Support Quality & Satisfaction

### Quality Metrics

We measure support quality through:
- **First Response Time**: Adherence to SLA targets
- **Resolution Time**: Average time to full resolution
- **Customer Satisfaction**: Post-ticket surveys (Professional/Enterprise)
- **Escalation Rate**: Percentage of tickets escalated
- **Repeat Issues**: Tracking of recurring problems
- **Knowledge Base Contributions**: Documentation improvements from support

### Satisfaction Guarantee

**Professional & Enterprise Tiers**: If your support experience doesn't meet expectations, contact our support manager within 30 days of ticket closure for review and potential service credits.

---

## Contact & More Information

**Community Questions**:
- GitHub Issues: https://github.com/cool-japan/pandrs/issues
- GitHub Discussions: https://github.com/cool-japan/pandrs/discussions

**General Inquiries**:
- Email: hello@pandrs.org
- Website: https://pandrs.org
- Documentation: https://pandrs.readthedocs.io

**Professional Support Sales**:
- Email: sales@pandrs.org
- Website: https://pandrs.org/pricing

**Enterprise Support Sales**:
- Email: enterprise@pandrs.org
- Phone: +1-800-PANDRS-1
- Website: https://pandrs.org/enterprise

---

## Version History

| Version | Date | Changes |
|---------|------|---------|
| 1.0 | February 2026 | Initial Enterprise Support Structure for v0.2.0/v1.0.0 |

---

**Last Updated**: February 2026

**Applicable To**: PandRS v0.2.0 and v1.0.0+

**Next Review**: Quarterly or as support volume dictates
