Full-Stack Support
Get the support you need... When you need it.
To request support file a GitHub issue from a supported GitHub ID.
TIBET support covers the entire product line:
TIBET support has no incident limits or off-hours:
- 84-hour response (Safety Net)
- 36-hour response (Next Day)
- 12-hour response (Same Day)
Safety Net is the perfect solution when you're working through early development and a Friday question can wait til end-of-day Monday for a response.
As your project gets closer to delivery you may want to upgrade to Next Day support to minimize delays and support that developer working on Saturday ;).
Once you're in production we recommend Same Day support. We prioritize Same Day tickets to get you as quick a response as possible.
TIBET support is tied to one or more GitHub IDs:
Each support contract has a primary GitHub ID. You can add contacts within the same domain name for an additional fee (subject to certain domain limitations).
Provide an email address tied to a valid GitHub account when you buy support:
| Plan | / Mo | / Yr |
|---|---|---|
| Safety Net (within 84 hours) |
$99 | $990 |
| Next Day (within 36 hours) |
$249 | $2490 |
| Same Day (within 12 hours) |
$499 | $4990 |
| Add-On Contact | $49 | $490 |
To request support file a GitHub issue from a supported GitHub ID.
Initial responses are done via GitHub within the response-time window of your contract. Escalation to chat, video, or phone is done at our discretion.
Support Definitions
- Request
- Filing a GitHub issue from a supported GitHub ID.
- Issue
- A reproducible difference between observable operation and documented features in a Supported Release.
- Response
- An initial GitHub issue update within your plan response time. Subsequent interactions should be timely.
- Support
- Focused effort toward issue resolution. Not every issue can be solved but we are committed to focused effort.
- Escalation
- Chat, video conference, or phone support done on an issue-by-issue basis at CodeRats discretion.
- Resolution
- Software and/or documentation changes we agree resolve the issue. Upon agreement the request will be closed.
- Supported Release
- A release of the software still within its maintenance window. We consider 2 years to be a release's maintenance window.
Informal support is available via Discord:
Join TIBET Desktop on Discord.