Support tiers

Support is structured to match how you adopt the product: light-touch while you evaluate, formalized once you're in production.

Since v1.0 the tiers below apply. Specific SLA targets and terms are confirmed in your order — the response targets quoted here are indicative. Contact sales@specaria.io for current terms.

Tiers at a glance

| 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 (confirmed in your order) | | Paid — Advanced | Optional add-on | Basic + named TAM + critical SLA + business reviews | Critical-issue target measured in hours (confirmed in your order) |

The numeric targets above (e.g. "~1 business day", "measured in hours") are indicative and are confirmed in your order. They are not a contractual commitment by virtue of appearing in this document.

Trial

What it is: a time-boxed evaluation with the full feature set — every capability, no artificial caps during evaluation.
Support model: best-effort. Bug reports are welcome and reviewed, but there is no contractual SLA during evaluation.
Good for: proving the product against your own SOAP estate, your own gateway edge, and your own conversion requirements before you commit.

This is the right place to confirm the system requirements fit your environment and to run the Quickstart end to end.

Community (free)

What it is: a free, self-service tier.
Support model: self-service — the public knowledge base at docs.specaria.io plus community resources. No support contract.
Good for: ongoing small-scale or non-critical use where in-product diagnostics and the documentation cover your needs.

Because every error carries a documented code and the product ships in-app observability, most issues are resolvable without a support contract at all.

Paid — Basic

What it is: included with paid bundles.
Support model: email support with a target first response within ~1 business day (confirmed in your order).
Good for: production deployments that need a contractual support relationship for non-critical issues and guidance.

Requests also route through the in-product support experience via the Specaria portal (portal.specaria.io).

Paid — Advanced

What it is: an optional add-on on top of Basic.
Support model: everything in Basic, plus:
- a named Technical Account Manager (TAM) — a consistent point of contact who knows your deployment,
- a critical-issue response target measured in hours (confirmed in your order),
- periodic business reviews to align on usage, roadmap, and upcoming changes.
Good for: business-critical production estates where a fast critical-path response and an ongoing vendor relationship matter.

What "first response" means

The response targets describe time to first human response on a request, not time to full resolution. Resolution time depends on the nature of the issue. To make first responses actionable, include the diagnostic details listed in Getting support → What to include in a support request — most importantly the error code and the correlation ID.

Across all tiers

Versioned releases with documented release notes and an upgrade guide; the product never auto-upgrades — you choose when.
In-product support routing through the Specaria portal.
Self-service diagnostics — documented error codes, correlation-ID search, the live traffic log, and contract-drift detection let your team resolve most issues independently.
Professional services for large-estate onboarding, bespoke gateway integrations, and the edge cases intentionally outside the standard v1.0 product. See Getting support → Onboarding & professional services.

Next reads

Getting support — how to reach support and what to include.
FAQ — common operator questions.
Support lifecycle & deprecation policy

All Specaria SOAP to REST docs

Loading…