Silver
Best for steady environments that need scheduled follow‑ups.
- Initial response: within 3 business days
- Scheduled follow‑up: within 5 business days
- Support hours: Mon–Fri, business hours
- Skill maintenance: 2 hrs/month
Support tiers
Support that scales with your OpenClaw footprint.
We keep commitments realistic. Our tiers define response times, deployment sizes, and effort levels for on‑prem or cloud fleets — similar to how top open‑source support providers separate incident SLAs from consulting and managed services.
Coverage snapshot
2026
What we can realistically support
- Small teams: 5–25 instances
- Growth teams: 25–100 instances
- Enterprise: 100–300 instances (custom SOW)
Support tiers
Choose the level of commitment that matches your environment.
Gold
Fast triage for production teams that need same‑day action.
- Initial response: within 6 hours
- Follow‑up plan: within 24 hours
- Support hours: extended coverage
- Skill maintenance: 6 hrs/month
Platinum
Mission‑critical coverage with rapid response windows.
- Initial response: within 30 minutes
- Dedicated escalation path
- Support hours: 24/7 on‑call
- Skill maintenance: 12 hrs/month
Service model
Borrowed from the best open‑source support providers — support, consulting, and managed services are distinct.
Support (SLA)
Incident response, triage, and production break/fix with clear response times.
- Defined SLAs by tier
- Escalation path
- Runbook‑driven fixes
Consulting
Architecture, migrations, performance, and security work scoped as projects.
- Capacity planning
- Integration design
- Security hardening
Managed Services
Ongoing operations with proactive monitoring and lifecycle management.
- 24/7 monitoring
- Release management
- Reliability reviews
Deployment sizing guidance
Example footprints we’ll support without over‑committing (custom SOW above).
On‑prem
- Silver: 5–20 instances
- Gold: 20–60 instances
- Platinum: 60–150 instances (custom)
On‑prem requires tighter change windows and hardware coordination.
Cloud
- Silver: 10–40 instances
- Gold: 40–120 instances
- Platinum: 120–300 instances (custom)
Cloud deployments can scale faster but still need guardrails.
Level of effort
- Silver: quarterly health reviews
- Gold: monthly reviews + tuning
- Platinum: continuous monitoring + runbooks
We’ll align scope with staffing so we don’t over‑promise.
What’s included vs. consulting
Support covers ongoing maintenance; deeper changes roll into consulting.
Included in support (maintenance)
- Gateway upgrades + regression checks
- Credential rotation guidance + access reviews
- Monitoring + incident response
- Skill/automation upkeep (monthly hours by tier)
Consulting projects
- New skill development + major refactors
- Complex integrations and custom tooling
- Architecture redesigns & migrations
- Operator‑in‑the‑loop workflows
Human‑in‑the‑loop expertise
AI handles execution, but expert setup and tuning keep systems reliable.
- Best‑practice reviews
- Automation debugging
- Performance & cost optimization
Need a custom support plan?
We’ll map your environment and propose a realistic coverage model.