Support Agreement Table – Posit Support

From the Posit Support Agreement, the offerings and obligations are broken down in this way:

Posit Support Offerings	Customer Obligations	Professional Service Partner Offerings (services outside the scope of Posit Support)
Support for installation, configuration and maintenance of Posit products.	Ensure Posit software product is being used on a system where product requirements are satisfied.	Phone support, onsite technical support, product or technical training, or professional services and related expenses.
Provide all Updates and Upgrades to preexisting Posit products, together with all required amendments and product documentation.	Administer the underlying R and Python version(s) such that Posit products are able to use them as designed.	Direct support for the R and Python programming languages, including but not limited to installation, configuration, and programming issues.
Maintenance and support for resolution of technical issues related to Posit software products for the term of your paid subscription.	Read and follow Posit set-up and ongoing best-practices documentation.	Database administration and connection configuration.
Provide an email response to support tickets within eight (8) business hours of ticket receipt, between the hours of 9am and 8pm U.S. Eastern, Monday through Friday, excluding holidays.	If applicable, ensure the Posit product is being used on a supported operating system and web browser, per the Posit Platform Support page.	Linux administration of the server host machine, including but not limited to user management, resource allocation, authentication integration, and system dependency installation.
	Cooperate with Posit’s technical support personnel in the diagnosis of an error or defect in the Posit software products. This may require access to system and server logs, among other artifacts, so root access is necessary.	Integrations between non-Posit software products other than those specifically certified for use by Posit.
		Resolution of defects or errors resulting from any unsupported modifications made by the customer.
		Troubleshooting for any version of Posit Software other than the currently supported releases (see here: https://posit.co/support/)

If you have an issue that falls under the "Posit Support Offerings" in the chart above, please use the information in this article to file a support ticket with the Support team.

For a list of Professional Service Partners, see this page: https://posit.co/partners/.

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