Support FAQ
Support questions, answered from the offerings note and the update lifecycle. The tiers are described in full under support tiers.
Does a Baseline purchase include support?
A Baseline or Blueprint purchase is a one-time deployment executed by BuiltForProd's team, with a full handover of the customized repositories and the documentation set. Ongoing support is BuiltForProd Managed, an optional, post-deployment service in three tiers.
Which tier should I choose?
On-Demand if you own the platform and want an expert for the occasional problem, paid by the hour with a 10-hour minimum. Support SLA if you want a response commitment and a predictable budget: a pre-paid block of at least 100 hours per year, governed by service level agreements, at 30% less than On-Demand. Team Augmentation if nobody owns production full-time: dedicated engineers in your team, part-time or full-time, for 6 or 12 months.
How do I contact support?
Email, Slack and video conferencing, the three channels the offerings note names for every tier. The addresses and workspace are given to you at the start of the engagement. Open incidents in writing and include the stage, the repository, the workflow run and its run report, and the plan or error text; the checklist is under contacting support.
Does On-Demand support have a response time?
No. The offerings note attaches service level agreements to the Support SLA tier. On-Demand is help when you ask, as capacity allows. The service level agreements page explains what each tier commits to.
What are the SLA figures?
They are in your customer agreement, not on this site. The terms they use (severity, response time, resolution time, business hours) are defined under SLA definitions in the support section.
What does support cover?
Consultation and support from BuiltForProd DevOps engineers on the platform they delivered: the landing zone, the Blueprints, the pipelines and the documentation. The brand note is explicit that BuiltForProd is not the right specialist when the root cause is application code, product design or data models rather than infrastructure, security, delivery or operations. Under Team Augmentation the engineers work inside your team on your priorities.
How do I get updates BuiltForProd makes to the repositories after handover?
Your organization's repositories are forks. The update lifecycle documents how to compare your fork with the upstream repository (a two-dot comparison in GitHub or git log HEAD..upstream/main after adding the upstream remote), and how to merge upstream changes on a branch so that your own plan workflow verifies them before they reach main. Runbooks exist for upgrades that touch already-applied deployments: moved units, isolation-domain route tables, the Network Firewall switch, Transit Gateway peering, security service enablement and the Stacks layout. The upgrade guides page indexes them.
Can BuiltForProd engineers change my production directly?
Under Managed they work through the same controls as your team: pull requests, the plan workflow, code-owner review and the prod GitHub Environment. The platform is designed so that the pipeline is the only writer; a support engagement does not change that.
What if I only need one alert tuned or one pipeline patched?
The brand note says a freelancer is a better choice for a single-symptom fix. BuiltForProd fixes root causes and puts standards in place, and states that it will say so when it is not the right fit.
How is support billed?
Per hour with a 10-hour minimum (On-Demand), as a pre-paid annual block of at least 100 hours (Support SLA), or monthly against a 6- or 12-month commitment (Team Augmentation). The billing FAQ has the purchase options.