Context
Support for a CDE is more involved than for a typical SaaS product. You're operating mission-critical asset information; outages have real-world consequences. We treat support as a relationship, not a cost line.
Engineering-team support is the default, not the upgrade.
Explanation
Three layers of support:
Standard support (included)
Business-hours email and phone support, routed directly to the engineering team. Average first response under 4 hours. There is no contact-centre escalation tier; the engineer who answers the call has access to the codebase and the relevant configuration.
Premium support (optional, regulated environments)
24/7 coverage, dedicated engineer on-call, response SLAs aligned to your operational requirements. Typical for nuclear and defence customers.
Major release support
Each major release includes a release-engineering engagement: review of impact on your configuration, dry-run in staging, supported go-live. No surprise behaviour changes between versions.
Our customers operate assets that outlast our employment tenures. The engagement model has to match that reality. Direct engineering relationships, no escalation theatre.