Service scope and response policy

Included

LangBot Core defect assessment and triage
Official documentation guidance and upgrade compatibility advice
Public release information and security advisories

Not included

Deployment, operations, 24/7 coverage or on-site service
Troubleshooting customer networks, databases, Kubernetes or model providers
Maintenance of plugins, third-party adapters or private-protocol clients
Custom development or historical data migration
Recovery SLA, fixed resolution deadlines or compliance certification

A first response is a human assessment of scope, a request for missing information, or initial triage and next steps. Automated receipts do not count. Both plans include a first response within 2 business days, without a recovery or resolution deadline.

Intake hours are 09:00–18:00 Beijing time (Asia/Shanghai) on mainland China statutory working days, including officially adjusted weekend working days. Requests outside these hours start at 09:00 on the next working day. The deadline is the same time on the second subsequent working day. With no holidays or adjusted days, a Friday 14:00 request is due Tuesday 14:00; a Friday 20:00 request starts Monday 09:00 and is due Wednesday 09:00.

Missing information is requested within the first-response window. Further diagnosis depends on completeness and reproducibility. Priority triage does not provide a faster recovery SLA.

Covered software and versions

Support covers the current stable LangBot Core release. Older versions receive upgrade guidance; defect assessment may require reproduction on the current stable release. Historical backports, LTS branches and private customer patches are not promised. Official plugins and third-party components are not automatically part of Core maintenance.

The base plan provides triage, documentation guidance and defect assessment, not ongoing remote investigation of customer environments. Assurance consultations require scheduling and use the four additional annual sessions of up to 60 minutes each. The annual 60-minute usage review is separate: at most five sessions in total. Unused sessions do not roll over.

Use one ticket per issue; duplicates may be merged. Public defects are maintained according to severity, impact and reproducibility. Priority fix queues do not guarantee a completion date. Priority roadmap review does not promise implementation or scheduling.

Instance registration and security information

Assurance covers one registered production instance. Registration defines support coverage, not a limit on deployments permitted by Apache 2.0. Record the version, deployment outline, purpose and contacts; no license server or telemetry is required. Update registration by ticket before replacing an instance; additional environments are not automatically covered.

Quarterly digests reuse public release and security information. Critical notices follow applicable advisories confirmed by maintainers; the base plan receives general notices, without environment-specific impact assessment. Annual version, dependency and security summaries use the registered version and public information. They are not audits, penetration tests, compliance certifications or guarantees of no vulnerabilities.

Service agreement

Support language, contacts, service dates and the applicable policy version are confirmed in the contract. After expiry, new subscription requests stop; existing tickets receive triage or handover as agreed, without an indefinite obligation to fix. Expiry does not affect open-source use.

Group chat is not an unlimited support channel. Monthly office hours are not a contractual entitlement. Custom development is excluded; general product requests may enter the public roadmap, and any separate engagement requires its own assessment and quote.