Scale support & response targets
On Scale we staff a shared Slack (or email) channel and aim for the first-response times below. This page is product policy for hosted Know Your Agent. It says how we try to respond when something breaks. It is not a service credit schedule, warranty, or indemnity.
Who gets what
| Plan | Channel | Response targets |
|---|---|---|
| Free | Community (docs + GitHub) | Best effort |
| Starter | Best effort on business days | |
| Pro | Priority email | Faster queue than Starter; no severity clock |
| Scale | Priority email + Slack or dedicated channel; guided setup | Severity table below |
Severity tiers (Scale)
Clock starts when we acknowledge the ticket in the Scale channel or [email protected]. Targets are first human response, not time-to-fix. Business hours mean Monday to Friday, 09:00 to 17:00 UTC, excluding company holidays.
| Severity | Examples | First response |
|---|---|---|
| Sev-1 | Hosted console or API down for your workspace; all operators blocked from SSO login; approvals cannot run and agents are stuck on Hold with no workaround | 1 business hour |
| Sev-2 | Major feature broken with a workaround (SCIM sync failing, trail ingest delayed, SSO intermittent for some users) | 4 business hours |
| Sev-3 | Partial degradation, incorrect role mapping after an identity-provider change, non-blocking console bugs | 1 business day |
| Sev-4 | How-to questions, SSO/SCIM setup help, feature requests | 2 business days |
What Scale includes for access
- Operator SSO (OIDC or SAML). One identity provider per workspace.
- SCIM 2.0 user and group sync
- Map identity-provider groups to console roles (
ADMIN/OPERATOR/READ_ONLY) - Console roles:
OWNER,ADMIN,OPERATOR,READ_ONLY
SSO settings stay with OWNER. Approving a Hold and killing an agent need
operator rights. OPERATOR can decide. READ_ONLY cannot.
Agents keep their own API keys. Directory sync never approves a tool write.
What this page is not
- Not uptime credits, liquidated damages, or a signed MSA exhibit
- Not a claim of SOC 2, ISO, or other certification (ask sales for the current packet)
- No coverage for self-hosted or local-free runs. Those use GitHub issues and docs.
- Not a substitute for /status when you only need live health