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Support Terms

These Support Terms describe how Cloud Posse provides support for Atmos Pro services. These terms are informational and subject to change.

If you purchase a paid support plan, specific support conditions, including response times and billing terms, will be defined in the Payment Terms at the time of purchase.

1. Definitions

  1. Atmos Pro: The commercial GitHub App service provided by Cloud Posse for infrastructure deployment management.

  2. Support Request: A request for assistance submitted by an Authorized User related to Atmos Pro functionality.

  3. Authorized User: An individual who has been granted access to submit Support Requests on behalf of the Subscriber.

  4. Subscriber: The entity that has purchased or is using Atmos Pro services.

  5. Business Hours: Monday–Friday, 9:00 AM – 5:00 PM PT, excluding U.S. public holidays.

2. Support Scope

2.1 What's Included

Atmos Pro support includes assistance with:

  • Atmos Pro GitHub App installation and configuration
  • Workflow dispatch and execution issues
  • Stack dependency management
  • Status reporting and monitoring
  • Integration with GitHub Actions
  • General usage questions and best practices

2.2 What's Not Included

Support does not include:

  • Custom development or feature requests
  • Infrastructure deployment issues unrelated to Atmos Pro
  • Third-party tool configuration (Atmos, Terraform, etc.)
  • Training or consulting services
  • Emergency support outside of business hours (unless specified in your plan)

3. Support Channels

3.1 Documentation

Comprehensive documentation is available at atmos-pro.com/docs and should be consulted first for common questions and setup instructions.

3.2 GitHub Issues

For bug reports and feature requests related to Atmos Pro, please use the Atmos Pro GitHub repository.

3.3 Email Support

For general inquiries and non-urgent issues, contact us at support@cloudposse.com.

4. Response Times

4.1 Standard Support

For standard support requests:

  • Initial response: Within 2 business days
  • Resolution: Best effort based on issue complexity

4.2 Priority Support

For priority support plans:

  • Initial response: Within 4 business hours
  • Resolution: Based on SLA commitments in your plan

5. Support Limitations

5.1 Fair Use

Cloud Posse reserves the right to limit support if usage exceeds reasonable fair use limits.

5.2 Scope Limitations

Support is limited to Atmos Pro functionality and does not extend to:

  • Infrastructure deployment issues
  • Third-party tool configuration
  • Custom development work

6. Updates and Changes

Cloud Posse may update these Support Terms from time to time. Material changes will be communicated via email or website announcement.

7. Contact Information

For questions about these Support Terms, please contact legal@cloudposse.com.

Last updated: December 2024