Premium Plus Support Terms
Posit Software, PBC
November 2, 2022
If you have purchased Premium Plus Support, you are entitled to the following additional support entitlements:
Fair-use callback support: When you submit an urgent support ticket via the support ticket form, or escalate an existing ticket, you may request a web call back from an Posit Support Engineer, provided that you have supplied the diagnostic information requested by Posit. Web calls can be scheduled as soon as the next business day.
Expanded service hours: Support Engineers will triage support tickets categorized as severity 1 or severity 2 during the hours of 7am to 7pm US Eastern Time (excluding weekends and Posit holidays).
Shortened initial response times: Initial response times for tickets categorized as severity 1 or severity 2 are shortened to four (4) business hours from receipt of the support ticket by Posit. Automatic priority elevation on support tickets: Increased priority for incoming tickets to High.
Premium Plus Support is provided for Posit professional products only (Posit Team, Posit Workbench, Posit Connect, Posit Package Manager, Shiny Server Pro, Posit Professional Drivers, RStudio Desktop Pro) and paid accounts on our hosted services and excludes support for Open Source Programming Languages and customer environment and infrastructure issues. Shorter response times and expanded hours apply to initial responses only, as Posit does not guarantee access to escalation resources outside of Posit’s regular business hours.
“Fair use” for the purposes of callback support is defined as a reasonable number of requests for assistance on topics covered by our Support Agreement. Posit reserves the right to limit the time our support team spends on calls with any customer who is deemed to be taking advantage of this service. The service is intended to be used for urgent issues, where the customer may define “urgent” based on the business need. Customers may also use the service to escalate ongoing tickets. However, this program is not intended to be either a training or a server administration service, nor can Posit Support agents be available outside the bounds of our current Support Agreement.