# Dapr Open Source Enterprise Support

Diagrid provides 24/7 Dapr support with a guaranteed one-hour response time for critical production issues, ensuring immediate patches and fixes for when incidents occur.

Dapr architectural reviews and training sessions can also be included, whether one-time or ongoing, that cover Dapr architecture, troubleshooting, and hands-on workshops tailored to your teams. This comprehensive support and training package empowers your organization to de-risk Dapr adoption and accelerate your time-to-market.

## Support features

- Dapr fixes & CVE patches
- Dapr feature prioritization
- Support portal & knowledge base

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## Support Tiers

| Features                                                | Standard *Essential Support for Dapr*          | Select *Expert Guidance for Dapr*              | Premium *Production Support for Dapr*                          |
| ------------------------------------------------------- | ---------------------------------------------- | ---------------------------------------------- | -------------------------------------------------------------- |
| **Coverage**                                            | Dapr OSS, all clouds                           | Dapr OSS, all clouds                           | Dapr OSS/D3E, all clouds                                       |
| **Access**                                              | Portal / email / Slack Unlimited support calls | Portal / email / Slack Unlimited support calls | Portal / email / Slack Unlimited support calls                 |
| **Sev 1 Response** *(Critical, e.g. outage)*            | 4 hours (business hours)                       | 4 hours (business hours)                       | **1 hour (24 × 7)**                                            |
| **Sev 2 Response** *(High, e.g. key functions down)*    | 2 business days                                | 2 business days                                | **4 hours (24 × 7)**                                           |
| **Sev 3 Response** *(Medium, e.g. non-critical issues)* | 3 business days                                | 3 business days                                | 1 business day                                                 |
| **Sev 4 Response** *(Low, e.g. questions)*              | 4 business days                                | 4 business days                                | 2 business days                                                |
| **Security**                                            | Critical (Sev 1) updates                       | Critical (Sev 1) updates                       | Critical (Sev 1) updates + non-critical CVEs, tracking, audits |
| **Architecture Reviews**                                | N/A                                            | 30 expert reviews                              | 30 expert reviews                                              |
| **Training**                                            | N/A                                            | Tailored training sessions                     | Tailored training sessions                                     |

:::tip
For more details on Diagrid's open source support policy and the response times per tier, read [Diagrid Enterprise Support Policy](https://diagrid.ws/dapr-support-policy).
:::

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## Contact Support

To learn about support options and receive a personalized price quote, email [sales@diagrid.io](mailto:sales@diagrid.io) or schedule a meeting with the sales team.

If you are a customer trying to raise an incident, create the issue in your personal customer support portal or email [support@diagrid.io](mailto:support@diagrid.io) with a description of the problem and the associated Dapr version. The response time is based on your support contract with Diagrid.

![Screenshot of the Diagrid support portal interface showing open and closed tickets](https://docs.diagrid.io/img/conductor/conductor-support-portal.png)

::::danger Urgent incidents
Production-level urgent (Sev1) and High (Sev2) incidents must be raised through the support portal to ensure the contracted response-time SLA is met.
::::