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Enterprise Support Guide

Version: 1.0.0 Effective Date: January 2026 Last Updated: January 14, 2026

Overview​

This document defines the enterprise support offering for Aragora, including support tiers, response times, escalation procedures, and engagement models.

Support Tiers​

Free Tier​

AttributeValue
Price$0/month
Support ChannelsCommunity forums, GitHub issues
Response TimeBest effort
Coverage HoursN/A
Dedicated SupportNo
SLANone

Pro Tier​

AttributeValue
Price$99/month
Support ChannelsEmail, GitHub issues
Response TimeSee matrix below
Coverage HoursBusiness hours (9am-6pm PT, Mon-Fri)
Dedicated SupportNo
SLA99.5% uptime

Enterprise Tier​

AttributeValue
PriceCustom (contact sales)
Support ChannelsEmail, Slack, phone, video
Response TimeSee matrix below
Coverage Hours24/7/365
Dedicated SupportYes - named account manager
SLA99.9% uptime with credits

Response Time Matrix​

Severity Definitions​

SeverityDefinitionExamples
P1 - CriticalService completely unavailable; business operations stoppedAPI returning 5xx for all requests; data loss
P2 - HighMajor feature unavailable; significant business impactDebates not completing; authentication broken
P3 - MediumFeature degraded; workaround availableSlow response times; intermittent errors
P4 - LowMinor issue; cosmetic or documentationTypo in UI; unclear error message

Response Times​

SeverityPro TierEnterprise Tier
P1 - Critical4 hours1 hour
P2 - High8 hours2 hours
P3 - Medium24 hours4 hours
P4 - Low72 hours24 hours

Resolution Targets​

SeverityPro TierEnterprise Tier
P1 - Critical24 hours4 hours
P2 - High72 hours24 hours
P3 - Medium1 week72 hours
P4 - LowBest effort1 week

Contact Channels​

Email Support​

Email Format for Faster Response:

Subject: [P1/P2/P3/P4] Brief description of issue

Organization: Your Company Name
Account ID: ara_xxx...
Environment: Production / Staging
Affected Users: Number or percentage

Issue Description:
- What happened
- When it started
- Steps to reproduce

Business Impact:
- How this affects operations

Already Tried:
- List troubleshooting steps taken

Slack Connect (Enterprise Only)​

Enterprise customers receive a dedicated Slack Connect channel with:

  • Direct access to support engineers
  • Real-time incident communication
  • Proactive notifications for planned maintenance

Phone Support (Enterprise Only)​

  • Emergency Hotline: +1-XXX-XXX-XXXX
  • Hours: 24/7 for P1/P2 issues
  • Use for: Critical production issues requiring immediate human intervention

Video Calls (Enterprise Only)​

  • Scheduled via account manager
  • Used for: Architecture reviews, onboarding, quarterly business reviews

Escalation Procedures​

Pro Tier Escalation​

Level 1: Support ticket (0-4 hours)
    ↓ No resolution
Level 2: Senior engineer (4-8 hours)
    ↓ No resolution
Level 3: Engineering lead (8-24 hours)

Enterprise Tier Escalation​

Level 1: Dedicated support engineer (0-1 hour)
    ↓ No resolution
Level 2: Account manager + senior engineer (1-2 hours)
    ↓ No resolution
Level 3: Engineering leadership (2-4 hours)
    ↓ No resolution
Level 4: Executive escalation (4+ hours)

Escalation Contacts​

LevelContactAvailability
L1Support teamBusiness hours (Pro) / 24/7 (Enterprise)
L2Senior engineersBusiness hours (Pro) / 24/7 (Enterprise)
L3VP Engineering24/7 for P1
L4CEO/CTO24/7 for P1

When to Escalate​

Escalate immediately if:

  • P1 issue not acknowledged within 30 minutes (Enterprise)
  • P1 issue not resolved within target time
  • Multiple related issues indicate systemic problem
  • Customer explicitly requests escalation

Enterprise Onboarding​

Week 1: Kickoff​

DayActivityParticipants
1Welcome call, introductionsAccount manager, customer team
2-3Environment setup assistanceSupport engineer
4-5Integration reviewTechnical lead

Week 2: Integration​

DayActivityParticipants
1-2API integration supportSupport engineer
3-4SSO/SAML configurationSupport engineer, customer IT
5Initial testing and validationJoint team

Week 3-4: Go-Live​

DayActivityParticipants
1-5Pilot rolloutSupport engineer on standby
6-10Full production deploymentJoint team

Ongoing Support​

  • Weekly check-ins (first month)
  • Bi-weekly check-ins (months 2-3)
  • Monthly check-ins (ongoing)
  • Quarterly business reviews (QBR)

Quarterly Business Reviews (QBR)​

Agenda Template​

  1. Usage Review (15 min)

    • Debates conducted
    • Token consumption
    • API call volume

  2. Performance Metrics (15 min)

    • Uptime and SLA compliance
    • Response time percentiles
    • Incident summary

  3. Support Review (10 min)

    • Ticket volume and resolution times
    • Common issues and resolutions
    • Feedback and improvements

  4. Roadmap Preview (10 min)

    • Upcoming features
    • Planned maintenance
    • Beta opportunities

  5. Action Items (10 min)

    • Open issues
    • Customer requests
    • Next steps

Included Services​

Pro Tier​

  • Email support during business hours
  • Access to documentation and knowledge base
  • Monthly usage reports
  • Standard API rate limits

Enterprise Tier​

All Pro features plus:

ServiceDescription
Dedicated Account ManagerNamed contact for all needs
24/7 SupportRound-the-clock coverage
Slack ConnectReal-time communication channel
Phone SupportEmergency hotline access
Priority QueueTickets routed to senior engineers
Custom SLANegotiated uptime and response times
Quarterly ReviewsStrategic planning sessions
Early AccessBeta features and roadmap input
Custom IntegrationsProfessional services available
Training SessionsTeam onboarding and best practices
Architecture ReviewAnnual security and performance review

Professional Services​

Available for Enterprise customers at additional cost:

ServiceDescriptionTypical Duration
Custom IntegrationBuild integrations with your systems2-4 weeks
Custom PersonasDevelop domain-specific agents1-2 weeks
On-Site TrainingIn-person team training1-2 days
Architecture ReviewDeep-dive system assessment1 week
Performance TuningOptimize for your workload1-2 weeks
Compliance MappingMap to your compliance framework2-4 weeks

Contact your account manager for scoping and pricing.

Support Boundaries​

In Scope​

  • Aragora platform functionality
  • API and SDK usage
  • Integration guidance
  • Configuration assistance
  • Performance troubleshooting
  • Security questions
  • Billing and account issues

Out of Scope​

  • Custom code development (see Professional Services)
  • Third-party system debugging
  • AI model training or fine-tuning
  • General programming questions
  • Infrastructure management (customer-managed)

Feedback and Improvement​

Providing Feedback​

  • Support ticket ratings: After each ticket closure
  • NPS surveys: Quarterly satisfaction surveys
  • QBR discussions: Strategic feedback during reviews
  • Feature requests: Via support ticket or account manager

Continuous Improvement​

We track:

  • First response time
  • Time to resolution
  • Customer satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • Ticket reopen rate

Monthly reviews ensure we meet our commitments.

Contact Information​

ChannelContact
General Supportsupport@aragora.ai
Enterprise Supportenterprise-support@aragora.ai
Salessales@aragora.ai
Security Issuessecurity@aragora.ai
Status Pagestatus.aragora.ai

Document History​

VersionDateChanges
1.0.02026-01-14Initial release