Effective Date: 2025-05-31
Last Updated: 2026-02-26
These Support Terms describe how Cloud Posse provides support for our services. These terms are informational and subject to change.
If you purchase a paid support plan, specific support conditions, including response times and billing terms, will be defined in the Payment Terms at the time of purchase.
Business Hours: The hours during which Cloud Posse provides support services: Monday–Friday, 9:00 AM – 5:00 PM PT, excluding U.S. public holidays.
Subscriber: The Subscriber refers to the entity that has purchased services from Cloud Posse. References to “you” or “your” in this Agreement refer to the Subscriber. The Subscriber is responsible for ensuring compliance with these terms by all Authorized Users.
Authorized User: An Authorized User is anyone employed by the Subscriber, either as an employee or contractor. For support tiers that include Slack, an Authorized User is any individual in the dedicated private Slack channel between our teams. For Essential Support plans, Authorized Users must be explicitly listed with their full legal name, email address, and GitHub username. Machine users (accounts used primarily for automation) are not considered Authorized Users for support purposes, do not receive priority support, and automated support requests are not covered.
Support Request: A request for assistance submitted by an Authorized User.
Support Hours: The total number of hours allocated for support under a given support plan. These hours determine the extent of assistance available for Priority Support Requests.
Support Availability: The percentage of time during Business Hours when Cloud Posse support personnel are available to respond to support requests within the SLA-defined response times. Availability may be affected by planned maintenance, staff shortages, or unforeseen circumstances. Delays caused by exceeding Fair Use limits are not considered a lack of availability.
U.S. Public Holidays: The federal holidays observed by Cloud Posse, during which support services are not available:
Cloud Posse may have reduced availability during the week before, the week of, and the week after these holidays.
Fair Use: Cloud Posse's support services — including access to Slack and Zoom under Platform Advisory — are provided subject to Fair Use. Access does not by itself expand SLA response-time commitments beyond the request limits defined in the SLA. Fair Use means usage consistent with the intended purpose of the subscribed service tier. Cloud Posse reserves the right to reschedule or limit interactions if usage patterns impair Cloud Posse's ability to serve other customers. Examples of usage inconsistent with Fair Use include excessive call frequency or duration, or use of advisory channels to circumvent metered Flexible Support hours.
Only Authorized Users are eligible to make Support Requests under their designated support tier. You are responsible for all usage by Authorized Users and for any breach of these Terms, the Agreements, or applicable laws by them.
Authorized Users must not share passwords or login credentials. You are solely responsible for all usage of your Authorized Users' login credentials, including unauthorized use. If you suspect unauthorized third-party access to your account, you must notify Cloud Posse immediately and take appropriate action.
You can add or remove Authorized Users by managing their access to submit a Support Request. For Essential support plans, you must provide a list of Authorized Users consisting of full names, email addresses, and GitHub usernames.
Cloud Posse is not obligated to modify, customize, or alter its offerings in response to a Support Request, regardless of the elected Support Tier. Cloud Posse reserves the right to review, reject, or decline to merge Pull Requests at its sole discretion.
A Community Support Request is any request for assistance submitted through Cloud Posse's public community channels, including but not limited to:
sweetops.slack.comCloud Posse makes no guarantee of confidentiality for Community Support Requests.
Cloud Posse provides access to a public Slack workspace where users can discuss technical topics.
Cloud Posse hosts a public weekly Q&A session via Zoom.
Cloud Posse leverages GitHub Issues and Discussions for open-source project collaboration.
Community Support does not include support for Cloud Posse’s commercial products, paid offerings, or implementation services, including but not limited to:
Most of Cloud Posse’s projects are permissively licensed as open source and free to use; however, support is not included. All support is offered as a paid service and is available through plans at cloudposse.com/support.
Cloud Posse offers weekly multi-subscriber workshops during regular U.S. business hours for guidance and knowledge sharing.
Flexible Support is designed for ongoing, scheduled work and is not an on-demand service. Support requests are planned in advance and integrated into Cloud Posse's workflow to ensure predictable and efficient execution.
Priority Support is a premium service that provides Subscribers with expedited access to Cloud Posse for hands-on operational support and issue resolution through designated Slack and Zoom channels. Priority Support operates on an hourly basis and is subject to the terms outlined below.
Platform Advisory is a premium consulting service that provides strategic guidance, architectural reviews, and best practices for platform engineering. It gives Subscribers trusted advisor access to Cloud Posse through unmetered interactions on Slack and Zoom.
Response times are governed by the 1.3 Platform Advisory SLA.
Platform Advisory provides advisory and consultative interactions through:
Typical Platform Advisory Requests include:
A Platform Advisory Request is any request that is initiated through Designated Slack channel(s).
Requests may reference content in other systems (such as email, GitHub Issues, or Discussions), but requests initiated through those other channels do not constitute a Platform Advisory Request, and will not be processed as such or covered by SLA.
Any request that falls outside the scope of Platform Advisory—such as resulting in hands-on work (for example, writing code, submitting pull requests, fixing bugs, or creating documentation)—may be addressed through Flexible Support, if available under the Subscriber’s plan.
Platform Advisory subscriptions may include a certain number of Flexible Support hours per month. Any work performed by Cloud Posse under Flexible Support is governed by the terms of Section 3.3 Flexible Support.
Cloud Posse will notify the Subscriber if a request transitions to Flexible Support.
All Zoom calls under Platform Advisory are scheduled individually in advance with a defined agenda and desired outcome. Slack and Zoom interactions are unmetered and do not draw down Flexible Support hours. Unmetered access is subject to Fair Use.
Recurring or standing meetings — such as stand-ups, sprint ceremonies, cadence calls, or status syncs — are not included under Platform Advisory and draw down Flexible Support hours. All unmetered Zoom calls are booked on an individual, as-needed basis.