Overview

This Support Policy outlines how Para provides technical support across tiers. Para is designed for developer-first teams, with lightweight default support and optional enterprise-grade SLAs.

Support Tiers

Starter

• Channel: Documentation (docs.getpara.com) + Para Community Slack & AI Agent
• Availability: 24/7
• SLA: Best Effort
• Best for: Early-stage, pre-launch companies

Growth

• Channel: Para Community Slack, 1:1 Slack Channels
• Hours: Mon–Fri, 9am–5pm PT
• Response Targets:
  • Sev 1: 4 hours
  • Sev 2: 1 business day
  • Sev 3–4: 2 business days
• Best for: Production apps with moderate scale

Scale + Enterprise (Add-On)

• Channel: Slack + Email
• Hours: 24/7 for critical issues
• Response Targets:
  • Sev 1: 1 hour
  • Sev 2: 4 hours
  • Sev 3-4: 1 business day