[Home](../../) › [Support](../../support.md) › [Support Policies](../policies.md) › Service Levels # Service Levels > Details the benefits included in each service level and how they map to purchasable products. Canonical: https://postsharp.net/support/policies/sla.html ## Service Levels ### Service map The following table summarizes the benefits and maps them to the respective product tiers: | Benefit | Community | Basic | Professional[^1] | E1 | E2 | E3 | E4 | |--------------------------------------|-----------|-------|-------------------|--------|--------|------|----------| | Public issues on GitHub | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | Private support tickets | | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | Extended Support builds | | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | Technical contacts | | 1 | 1 | 1 | 2 | 5 | 10 | | Ticket response time (business days) | | 5 | 3 | 2 | 1 | 1 | 1 | | LTS builds | | | ✔ | ✔ | ✔ | ✔ | ✔ | | Escalate issues | | | | ✔ | ✔ | ✔ | ✔ | | Full source code access | | | | ✔ | ✔ | ✔ | ✔ | | Advisory calls (hours per year) | | | | 2 | 5 | 12 | 24 | | Open-source sponsorship tier | | | | Bronze | Silver | Gold | Platinum | | Security/GDPR/vendor forms | | | | | ✔ | ✔ | ✔ | | Private Slack/Teams channel | | | | | ✔ | ✔ | ✔ | | Video calls | | | | | ✔ | ✔ | ✔ | | Skip-the-line bug fix releases | | | | | ✔ | ✔ | ✔ | | License audit waiver | | | | | ✔ | ✔ | ✔ | | Remote debugging | | | | | | ✔ | ✔ | | EULA amendments | | | | | | ✔ | ✔ | | Regression shield | | | | | | ✔ | ✔ | [^1]: The "Professional" support level applies to subscriptions acquired or renewed before May 2nd, 2025, and is no longer available for new or renewed subscriptions. ### Description #### Extended and long-term support builds We provide continued maintenance for older versions of our products, even after newer versions are released. This ensures you can keep using a version that meets your needs without being forced to upgrade and risk potential breaking changes, while still benefiting from critical bug fixes and security updates. - **Extended support builds** are available for up to six months after the release of the next version. - **Long-term support (LTS) versions** are maintained for two years, provided the underlying .NET SDK or Visual Studio versions remain supported by Microsoft. Longer support terms may be negotiated on a case-by-case basis. For more details, see the [Version and Support Policy](https://postsharp.net/support/policies/versions). > **Note** > > Starting with PostSharp and Metalama 2025.1, access to extended and LTS builds is reserved for commercial and enterprise customers. However, access to these builds for previous versions remains unrestricted. #### Full source code access We will grant access to the source code of premium packages through a mirror of our private Git repository, with rights to edit and build: - `PostSharp`: the whole PostSharp product. - `Metalama.Premium` for premium features. - `Metalama.ExtendedSupport`, a fork of the `Metalama` repository with an extended maintenance term. > **Warning** > > The source code of Visual Studio Tools for PostSharp and Metalama is not yet available. #### Escalate issues At your request, we will increase the [prioritization](https://postsharp.net/support/policies/prioritization) of bug fixes and small feature requests. #### Ticket response time We guarantee that a senior engineer will review support requests within the specified number of business days, depending on your support level. #### Advisory calls We provide direct access to the founder and core developers for consulting or code reviews beyond the usual support scope. The number of entitled hours varies by support level. This benefit is subject to availability, as some periods of the year may be too busy to accommodate long advisory calls. #### Open-source sponsorship At your request, we will publicly recognize you as a sponsor of the Metalama open-source projects on GitHub and our website. #### Private Slack/Teams channel We will provide access to a private Slack or Teams channel for support and direct communication with our core team. #### Video calls We will offer remote assistance through video calls with senior developers and architects. #### Remote debugging We will debug our products directly within your environment, eliminating the need for you to isolate complex issues in a standalone project or transfer confidential intellectual property. #### Skip-the-line bug fix releases We will deliver immediate bug fix releases instead of adhering to the normal release cycle. #### Technical contacts We will allow designated contacts to access support services, including: - Submitting support tickets via our portal or email. - Contacting us via Slack or Teams (if applicable). You can update the contact list twice a year. #### EULA amendments We will collaborate with your legal team to discuss potential amendments to the End User License Agreement, potentially increasing our professional responsibility. #### Security/GDPR/vendor forms We will assist in completing various security, GDPR, and vendor forms. #### Regression shield At your request, we will integrate your test suite into Metalama's CI/CD pipeline to catch regressions before release. #### License Audit Waiver At your request, we will provide license keys that prevent our products from performing audits of your usage. This ensures that no traffic is sent from our products to our servers ("call home"), offering complete privacy and compliance with your internal policies. ### Product Map Here is how our products map to the service levels for two versions of the Service and Support License Agreement (SSLA): - _Previous_ means the version for subscriptions purchased or renewed before May 2nd, 2025 (2023-Q2). - _Current_ means the latest version, typically for purchases after May 2nd, 2025. #### Previous SSLA (2023-Q2) | Product | Professional | E1 | E2 | E3 | E4 | |-----------------------|--------------|------------|------------|-------------|-------------| | PostSharp Framework | ✔ | ≥ 15 users | ≥ 25 users | ≥ 50 users | ≥ 100 users | | PostSharp Ultimate | ✔ | ≥ 10 users | ≥ 15 users | ≥ 30 users | ≥ 75 users | | Metalama Starter | ✔ | | | | | | Metalama Professional | ✔ | ≥ 20 users | ≥ 50 users | ≥ 200 users | | | Metalama Ultimate | ✔ | ≥ 10 users | ≥ 25 users | ≥ 90 users | | #### Current SSLA | Product | Basic | E1 | E2 | E3 | E4 | |------------------------|-------|------------|------------|------------|-------------| | PostSharp Framework | ✔ | ≥ 15 users | ≥ 25 users | ≥ 50 users | ≥ 100 users | | PostSharp Ultimate | ✔ | ≥ 10 users | ≥ 15 users | ≥ 30 users | ≥ 75 users | | Metalama Professional | ✔ | | | | | | Metalama Enterprise E1 | | ✔ | | | | | Metalama Enterprise E2 | | | ✔ | | | | Metalama Enterprise E3 | | | | ✔ | | | Metalama Enterprise E4 | | | | | ✔ | ### Remediation If we fail to meet our SLA commitments, customers with a support level from E1 to E4 will be eligible for a one-month subscription credit for each month in which a commitment was not met. This credit must be explicitly requested by the customer at the time of subscription renewal. --- ## Site navigation - Previous: [Version and Support Policy](versions.md) - Next: [Bug Prioritization](prioritization.md) - Index of the whole site: [llms.txt](../../llms.txt)