Support Policy

Â鶹AV provides community support by default, but extended support is available for customers.

Community support

As an open source platform, Â鶹AV offers community support to everyone. This includes responding to , answering , and chatting across a number of public channels on our .

When interacting with community support you may receive help from either our Customer Success team, or another supportive community member. While this support is not obligated, the Â鶹AV team endeavours to answer what we can, and all community contributions are appreciated!

The GitHub repository is a good place to look for FAQs.

Premium support

In addition to having all of the community resources available, users on the Premium plan can contact support directly via email. This provides a private communication channel for support.

What is supported?
  • ✓ Answering questions about building Â鶹AV apps
  • ✓ Investigating issues relating to the Â鶹AV platform
  • ✓ Guidance on building custom plugins
  • ✓ Premium-tier licensed instances
  • ✓ The most recent version of Â鶹AV
Not supported
  • - Infrastructure support for self-hosted users
  • - Maintaining custom plugins
  • - Debugging code, such as JavaScript and SQL, etc
  • - Community / open-source licensed instances

Enterprise support

The Enterprise tier provides your business with prompt priority support. Furthermore, an Account Manager will be assigned to assist with onboarding.

You can view the additional features included in Enterprise on the pricing page .

What is supported?
  • ✓ Answering questions about building Â鶹AV apps
  • ✓ Investigating issues relating to the Â鶹AV platform
  • ✓ Guidance on building custom plugins
  • ✓ Onboarding
  • ✓ Infrastructure support for self-hosted users
  • ✓ Enterprise licensed instances
  • ✓ The last 5 minor versions of Â鶹AV
Not supported
  • - Maintaining custom plugins
  • - Debugging code, such as JavaScript and SQL, etc
  • - Community/open-source licensed instances
SLA
  • ✓ Response within two business days