SUPPORT AND MAINTENANCE
Keep the work running.
Keep the scope clear.
Support follows industry-standard managed IT service practices. The service agreement defines coverage and responsibilities.
SUPPORT SLA
IT response times
| Priority | Example | IT response times |
|---|---|---|
| P1 Critical | Service down | 30 minutes |
| P2 High | Major function impaired | 1 hour |
| P3 Medium | Minor issue; workaround exists | 1 to 4 hours |
| P4 Low | General request | 4 to 8 hours |
Normal business hours are 8 a.m. to 5 p.m., Monday through Friday, in the client's time zone. All response clocks run during those hours.
A response means a human takes up the ticket. Authorized after-hours service is billed by the hour at the agreed rate. Restoration and resolution arrangements are discussed during onboarding.
Atlassian guidance on defining SLAsONGOING SERVICE
Included and optional
maintenance.
Maintenance is included in the local LLM host service and the Complete Automation System. AI Employee pricing includes ongoing service and support. Other services have an optional maintenance service for CPAI Host realignment, updates, and patching. Clients receive email notices when updates are available and may choose to perform updates in-house.
The local LLM host service includes quarterly conformance reassessment. The Complete Automation System includes maintenance, Host alignment, sanitation-list updates, and servicing of installed add-ons. Maintenance for other services does not include recertification.
TECHNICIAN SERVICES
Adds, changes,
and technician work.
Technician time is billed in 15-minute increments at the agreed rate. Call for pricing. Approved community discounts and covered services remain as defined in the proposal.
Explore CPAI Engineer supportPRICING FOR YOUR BUSINESS
Call for pricing.
Tell us the work you want handled. We will discuss the service, setup, and ongoing support that fit your business.
Call (888) 796-8280Related services and guidance.
YOUR NEXT STEP
Start with one useful process.
A $99 AI Readiness Assessment maps the work and gives you a prioritized plan.
Choose one benefit with your $99 AI Readiness Assessment: a $99 credit toward any tier purchase within 30 days, or one free automation, workflow, or agent.
Request the $99 assessment