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Support scales with the 9s

All SLAs are business days, Monday–Friday, US business hours. Support is for module bugs, deployment questions, and architecture clarification — not to substitute for your own cloud operations team.

Two nines · 99%
Community support

Docs, GitHub issues, best-effort.

Response SLA
Best-effort
Valid for
No time limit
  • Public docs + repo READMEs + ARCHITECTURE / RUNBOOK / COST files in the zip
  • GitHub issue tracker for bug reports (public discussion)
  • Community forum access (coming soon)
Scenarios at this tier
Three nines · 99.9%
Email support

Email us for 30 days. 3 business-day response.

Response SLA
3 business days
Valid for
30 days from purchase
  • Everything in Community support
  • Email support at support@five9.co for module bugs
  • 3 business-day response SLA (M–F, US business hours)
  • Valid for 30 days from purchase
Scenarios at this tier
Four nines · 99.99%
Email + architecture review

Email + a 30-minute architecture review call. 60 days.

Response SLA
2 business days
Valid for
60 days from purchase
  • Everything in Email support
  • 1 × 30-minute architecture review video call
  • 2 business-day email response SLA (M–F, US business hours)
  • Valid for 60 days from purchase
Scenarios at this tier
Five nines · 99.999%
Priority + Slack Connect

Slack Connect channel + two 60-minute calls. 90 days.

Response SLA
1 business day
Valid for
90 days from purchase
  • Everything in Email + architecture review
  • Dedicated Slack Connect channel for 90 days
  • 1 × 60-minute kickoff call + 1 × 60-minute follow-up review call
  • 1 business-day email/Slack response SLA (M–F, US business hours)
  • Valid for 90 days from purchase
Scenarios at this tier

NEED HANDS-ON HELP? DEPLOY ASSIST — $999

  • 60-minute kickoff on Zoom to align on your target account + cloud + variables
  • 3 hours of hands-on work — apply the module in your account, tune variables, tail plan output, fix any account-specific quirks
  • Written handoff notes (what was applied, what still needs to happen, what to watch)
  • 48-hour email window for follow-up questions
$999
Cloud9s — Deploy Assist (4 hrs)
Contact us to book
  • 4 hours of hands-on Terraform work + Q&A
  • Works with any Cloud9s SKU or tier
  • 48-hour email window for follow-up questions

SUPPORT POLICY — FINE PRINT

  • Business hours: Monday–Friday, 9am–5pm US Mountain Time. Responses outside business hours land next business day.
  • Scope: Support covers module bugs, deployment questions, and architecture clarification. It does not cover writing custom Terraform for your app tier, on-call operations, or managing your cloud accounts.
  • How to reach us: Email support@five9.co from the address used at purchase. 5-nines tier gets a dedicated Slack Connect invite within 1 business day of purchase.
  • Calls: All calls are on Google Meet or Zoom. Bring your Terraform state, error output, and architecture questions — we'll ship written notes back after the call.
  • Refund window: 7-day refund if the module has not been deployed. Email support@five9.co from the purchase address.
  • Volume: 5-nines tier availability is capped monthly to protect the response SLA — contact us for enterprise arrangements above the cap.
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