Support Tiers

Learn about the available support tiers, from free community and trial options to paid plans with dedicated support and service-level agreements (SLAs).

Overview

The platform offers several support tiers designed to align with different stages of product adoption, from initial evaluation to business-critical production use. These tiers provide varying levels of support, from self-service resources to dedicated technical account management.

All support tiers have been in effect since version 1.0. While this document outlines the general structure and indicative response times, the specific Service Level Agreement (SLA) targets and commercial terms are confirmed in your final order agreement.

Tiers at a Glance

The following table summarizes the available support tiers.

Tier	Cost	Support model	First-response target
Trial	Free, time-boxed	Best-effort; full feature set	Best-effort (no contractual SLA)
Community	Free	Self-service	None (docs + community resources)
Paid — Basic	Included with paid bundles	Email support	~1 business day
Paid — Advanced	Optional add-on	Basic + named TAM + critical SLA + business reviews	Critical-issue target measured in hours

IMPORTANT

The numeric response targets listed above (e.g., "~1 business day", "measured in hours") are indicative. Your specific contractual commitments and SLA targets are confirmed in your order.

Trial Tier

The Trial tier is intended for evaluating the platform's capabilities before making a purchase commitment.

Description: A time-boxed evaluation period that provides access to the full feature set without artificial limitations.
Support Model: Support is provided on a best-effort basis. While bug reports are reviewed, there is no contractual SLA during the trial period.
Use Case: Ideal for verifying that the product meets your technical requirements, integrates with your existing SOAP services and API gateway, and fulfills your conversion needs. This is the recommended stage to test against the system requirements and complete the Quickstart.

Community Tier

The Community tier is a free option for users who can rely on public resources.

Description: A free, self-service support tier.
Support Model: Support is entirely self-service, relying on the public knowledge base (docs.specaria.io) and other community resources. There is no support contract associated with this tier.
Use Case: Suitable for small-scale, non-critical deployments where the in-product diagnostics and public documentation are sufficient for resolving issues.

Paid — Basic Tier

The Basic tier is the standard support level included with all paid product bundles.

Description: The foundational paid support plan.
Support Model: Provides email support with a target first response time of approximately one business day. Support requests can be submitted through the Specaria portal at portal.specaria.io.
Use Case: Designed for production deployments that require a formal support relationship for non-critical issues and general guidance.

Paid — Advanced Tier

The Advanced tier is an optional add-on for customers requiring the highest level of support for mission-critical systems.

Description: An optional upgrade to the Basic tier.
Support Model: Includes all benefits of the Basic tier, plus:
- A named Technical Account Manager (TAM) who serves as a consistent, dedicated contact familiar with your deployment.
- A critical-issue response target measured in hours.
- Periodic business reviews to align on product usage, roadmap, and upcoming changes.
Use Case: Recommended for business-critical production environments where rapid response times for critical issues and a close, ongoing relationship with the vendor are paramount.

Common Features Across All Tiers

All users, regardless of support tier, benefit from the following:

Versioned Releases: The product is released with documented release notes and an upgrade guide. You control when to upgrade; the product never auto-upgrades.
In-Product Support Portal: Access to the support experience is integrated into the product via the Specaria portal.
Self-Service Diagnostics: The platform includes tools to help your team resolve most issues independently, including documented error codes, correlation ID search, a live traffic log, and contract-drift detection.
Professional Services: Available for large-scale onboarding, custom gateway integrations, and other complex requirements.

Key Definitions

First Response Time

The response targets associated with paid tiers refer to the time to first human response after a support request is submitted. This is not the time to full resolution, which depends on the complexity of the issue.

To ensure the first response is effective, please include all relevant diagnostic details in your support request, particularly the error code and correlation ID.