# Service scope and response

Source: https://langbot.app/docs/en/enterprise/service-scope

What Enterprise Support covers, what it doesn't, and how first response time is calculated.

Enterprise Support focuses on **LangBot Core itself**. It provides triage and guidance through a single ticket channel, not managed operations or custom development.

## Included and not included

| Included                                           | Not included                                                             |
| -------------------------------------------------- | ------------------------------------------------------------------------ |
| LangBot Core defect assessment and triage          | Deployment, operations, 24/7 coverage, on-site service                   |
| Official documentation guidance                    | Troubleshooting your network, database, Kubernetes or model providers    |
| Upgrade compatibility advice                       | Maintenance of plugins, third-party adapters or private-protocol clients |
| Public release information and security advisories | Custom development, historical data migration                            |
| Ticket intake and triage                           | Recovery SLAs, fixed resolution deadlines, compliance certification      |

Custom work is outside the subscription and generally not accepted. Requests with broad value can be proposed on the public roadmap.

## First response

Both plans commit to a **first human response within 2 business days**. A first response means a person has confirmed the scope, requested more information, or given an initial classification. Automated emails don't count.

> warning:
>
> A first response is not a fix or recovery. Resolution depends on severity, reproducibility, and whether the issue belongs to LangBot Core.

- **Hours**: 09:00–18:00 Beijing time on mainland China business days, including make-up working days; public holidays are skipped.
- **Counting**: requests submitted during hours are counted from submission; requests outside hours start at 09:00 on the next business day.
- **Example**: submitted Friday 14:00 → response by Tuesday 14:00. Submitted Friday 20:00 → response by Wednesday 09:00.

## Supported versions

- Support covers the **current stable release** of LangBot Core. For older versions we first recommend upgrading, and confirming a defect may require reproducing it on the current release.
- No backports, LTS branches or private patches.
- Plugins and third-party components are outside Core maintenance.

## Consultations and allowances

|                                                        | Enterprise Support | Enterprise Assurance |
| ------------------------------------------------------ | ------------------ | -------------------- |
| Annual usage review (60 min)                           | 1                  | 1                    |
| Remote technical consultation (60 min, by appointment) | —                  | 4                    |

Unused sessions don't roll over. Enterprise Support covers ticket triage, documentation guidance and defect confirmation, not ongoing remote troubleshooting of your environment.

## Instance registration (Assurance)

- Assurance covers **1 registered production instance**. Registration only defines support scope; it doesn't limit deployments permitted by Apache 2.0 and requires no license key or telemetry.
- We record version, deployment overview, purpose and contacts. Update the registration through a ticket when you replace the instance.

## Security information

- Quarterly digests are based on public release and security information.
- Critical security notices are based on advisories confirmed by the maintainers; we don't determine whether your environment is affected.
- The annual status summary (Assurance) is based on your registered version and public information. It is not a security audit, penetration test or compliance certification.

## Working principles

- One ticket per issue; duplicates may be merged.
- The priority fix queue has no fixed deadline, and priority roadmap review is not a development or scheduling commitment.
- Support runs through tickets only, not one-to-one group chats.

## Service term

Language, contacts, service dates and the applicable version of this document are set in the contract. After expiry no new requests are accepted; open tickets are triaged or handed over as agreed. You can keep using open-source LangBot after expiry.