Support comes in three tiers, scaled to the size of the fleet and quoted with the deployment.
Standard covers 24/7 automated monitoring, a 4-hour P1 response with next-business-day P2, quarterly offline model and software updates, and software upgrade assistance.
Mission Critical adds a 30-minute acknowledgement and 1-hour P1 response, a named SRE pod on the account, an optional on-site spares cache, an annual deployment health review, and priority hardware advance replacement.
Resident Engineer carries Mission Critical response times or better and adds a full-time engineer assigned to the deployment, with regular on-site presence, a direct escalation path, capacity planning and model tuning, and runbook and enablement work for the internal team. It is required above 15 managed nodes.