Support tiers
BuiltForProd support comes in three tiers, which are the three tiers of BuiltForProd Managed: On-Demand, Support SLA and Team Augmentation. All three are optional, post-deployment services; a Baseline or Blueprint purchase is a one-time deployment and hands over the repositories and documentation whether or not a support tier is bought.
The three tiers
| Tier | What you get | Commitment | Best for |
|---|---|---|---|
| On-Demand | Consultation and support from BuiltForProd DevOps engineers, when you ask for it | Pay per hour, only when needed; minimum 10 hours | A team that owns the platform and wants an expert on call for the occasional problem |
| Support SLA | The same engineers, governed by predefined service level agreements | Fixed price, pre-paid per year; 100 hours minimum, expiring after one year; saves 30% compared to On-Demand | A team that wants guaranteed responsiveness and a predictable budget |
| Team Augmentation | Dedicated DevOps engineers embedded in your technical team | Part-time (4 hours per day, 20 per week) or full-time (8 hours per day, 40 per week); 6 or 12 months, billed monthly | An organization where production matters but nobody owns it full-time |
On-Demand
You ran into a problem and need urgent help. You reach BuiltForProd over email, Slack or video conferencing, and pay for the hours used. The minimum engagement is 10 hours. There is no standing commitment and no guaranteed response window; the SLA definitions page explains what that difference means in practice.
Support SLA
The same on-demand consultation and support, but pre-paid for a year and governed by strict, predefined service level agreements. You pay a fixed price for a block of at least 100 hours, reach out whenever needed, and the hours expire after one year. The offerings note states this saves 30% compared to On-Demand. The SLA figures themselves are in your customer agreement; see service level agreements.
Team Augmentation
Dedicated BuiltForProd engineers work inside your team rather than answering requests from outside it. Two options exist:
| Option | Hours | Commitment | Saving stated in the offerings note |
|---|---|---|---|
| Part-time | 4 hours per day, 20 per week | 6 months, billed monthly | none stated |
| Part-time | 4 hours per day, 20 per week | 12 months, billed monthly | about 10% |
| Full-time | 8 hours per day, 40 per week | 6 months, billed monthly | about 17% (the full-time option) |
| Full-time | 8 hours per day, 40 per week | 12 months, billed monthly | about 17% (full-time) and about 10% (12 months) |
The brand note is direct about fit: Team Augmentation is not hourly staff augmentation that follows an existing approach without question. BuiltForProd engineers bring the opinionated way of building production that the Baseline encodes, and the tier suits teams willing to adopt it.
Choosing a tier
- You have a platform team that owns the repositories. Start with On-Demand; move to Support SLA when you want a response commitment.
- You have compliance or contractual obligations that depend on response times. Support SLA, so that the commitments are written down.
- Nobody owns production full-time. Team Augmentation, which the brand note recommends for any stage where production matters but has no owner.
The shared responsibility model describes what BuiltForProd does, what AWS does and what stays with you under each arrangement. Every tier uses the same channels, described under contacting support.