Support tier matrix
Channels, response targets, and what each support tier includes.
Tier comparison
| Capability | Free | Pro | Team | Enterprise |
|---|---|---|---|---|
| Docs + community | ✓ | ✓ | ✓ | ✓ |
| Email support (24h) | — | ✓ | ✓ | ✓ |
| In-product chat | — | ✓ | ✓ | ✓ |
| Dedicated Slack Connect | — | — | — | ✓ |
| Phone bridge for S1 | — | — | — | ✓ |
| Named CSM | — | — | — | ✓ |
| 24×7 on-call (PagerDuty) | — | — | — | ✓ |
| Architectural reviews | — | — | annual | quarterly |
| Roadmap input | — | — | community | direct |
Severity definitions
- S1 — production down or unsafe data exposure. Page immediately.
- S2 — degraded but workable. File via support channel.
- S3 — bug, feature request, question. File via support channel.
Response targets
See SLA. Enterprise customers get 15-min S1 acknowledgement and 1h status update cadence until resolution.
How to reach us
| Channel | Best for |
|---|---|
support@xcity.one | All tiers; default for S2/S3 |
| In-product chat | Quick questions, all paid tiers |
| Slack Connect | Enterprise, anything non-S1 |
| PagerDuty number | Enterprise S1 only |
security@xcity.one | Vulnerabilities, all tiers |
Every Enterprise customer gets a one-page contact card in their kickoff packet — laminate-friendly version available on request.
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