Product Support Plans
Keep your product stable, healthy, and operational after launch.
Support plans are not for building new features. They exist to keep your product running — handling incidents, resolving bugs, maintaining infrastructure, and ensuring stability as your user base grows. Plan size is determined by infrastructure complexity, not by hours or headcount.
What support is
Support is not a lighter version of development.
Support plans do NOT include
New features or functionality
UX or flow changes
Refactors or architectural changes
Roadmap execution or backlog work
Functional changes of any kind
If you need changes, use:
Product Increment — for a specific, scoped change
Product Pod — for continuous product evolution
Support keeps your product running. Increments change it. Pods evolve it.
How plan size is determined
Plan size is based on infrastructure complexity — not on the number of users, the age of the product, or the size of your team.
The right plan is the one that matches what you have in production today.
Support Core
Up to 1 web app
Up to 1 mobile app
Up to 1 API / backend service
Up to 2 environments (e.g. staging + production)
Support Pro
Up to 3 websites
Up to 2 mobile apps
Up to 5 APIs / backend services
Multiple environments
Support Core
For products with contained, simple infrastructure
Response time
Critical incident
High severity
Normal
Bug fix capacity
Hours / month for bug fixes*
Coverage
Incident handling
Minor bug fixes
Error tracking (stores & analytics)
Monthly error report
Stability-focused QA
Proactive maintenance**
Communication
Support form
Real-time channel (Teams / Slack)
Communication
Support form
Business hours (Mon–Fri 8AM–6PM CST)
Essential - $1,350 / month
4 hours
12 hours
48 hours
Bug
10 hours
Coverage
Coverage
Coverage
Standard - $2,000 / month
2 hours
8 hours
24 hours
Bug
20 hours
Coverage
Coverage
Coverage
* Bug fix hours are allocated monthly and are non-cumulative. Unused hours do not roll over. Hours cover incident resolution and bug fixes only — not feature development or functional changes.
** Proactive maintenance includes dependency updates, security patches, and infrastructure health checks.
Support Pro
For products with contained, simple infrastructure
Response time
Critical incident
High severity
Normal
Bug fix capacity
Hours / month for bug fixes*
Coverage
Incident handling
Minor bug fixes
Error tracking (stores & analytics)
Monthly error report
Stability-focused QA
Proactive maintenance**
Communication
Support form
Real-time channel (Teams / Slack)
Communication
Support form
Business hours (Mon–Fri 8AM–6PM CST)
Essential - $1,950 / month
2 hours
8 hours
24 hours
Bug
20 hours
Coverage
Coverage
Coverage
Standard - $2,900 / month
1 hour
2 hours
8 hours
Bug
30 hours
Coverage
Coverage
Coverage
* Bug fix hours are allocated monthly and are non-cumulative. Unused hours do not roll over. Hours cover incident resolution and bug fixes only — not feature development or functional changes.
** Proactive maintenance includes dependency updates, security patches, and infrastructure health checks.
Support Pro
For products with contained, simple infrastructure
Severity
Critical
High
Normal
Definition
The platform is completely offline or unusable for all users. Fastest response guaranteed.
A core feature is broken or significantly impacted for a subset of users or use cases.
A non-critical bug that does not impact primary operations. Addressed in routine maintenance.
Example
App returns 500 for all users. Payment processing completely down.
Login fails for users on mobile. Checkout works but order confirmation emails are not sending.
Minor UI misalignment. Non-blocking error in an edge-case flow.
Response time is the time to acknowledge the incident and begin investigation — not the guaranteed resolution time. Resolution time depends on the complexity of the issue.
When support is not enough
If any of the following are true, a support plan is the wrong product.
You need a different product if:
- You need changes to existing flows or features
- You are asking to 'add something small' regularly
- You have a roadmap that needs execution
- Incidents are caused by missing features, not bugs
- You need priority delivery on an ongoing basis
What to use instead:
Product Increment: For a specific, scoped change with a defined deliverable.
Product Pod: For continuous product evolution, roadmap execution, and priority delivery.
FAQ
Can I upgrade from Core to Pro later?
Yes. If your infrastructure grows beyond the Core limits — more APIs, additional apps, or new environments — you can upgrade to Pro. The transition is evaluated based on what is in production at that point.
What happens if I use all my bug fix hours before the month ends?
We will notify you when you are approaching the limit. Additional hours are available at a fixed rate, or you can consider upgrading your plan for the following month.
Can I use support hours for small improvements?
No. Bug fix hours are reserved for incident resolution and technical corrections. Any functional change — however small — requires a Product Increment or Product Pod.
What does 'yearly commitment' mean?
Support plans are annual agreements. This allows us to maintain a dedicated team with the context of your product, respond faster to incidents, and provide consistent coverage. Monthly options are not available.
What is the difference between a support plan and a Product Pod?
A support plan keeps your product stable. A Product Pod evolves it. If your product is changing frequently, a Pod is the correct product — not a support plan.
Not sure which plan fits your infrastructure?
We'll evaluate your product and recommend the right plan — or tell you if a Pod makes more sense.