Pulp Engine — Support & Release Policy

This document describes the support and release commitments Pulp Engine makes to customers and evaluators. It formalises what the pricing page already promises — nothing more, nothing less. It does not override any signed commercial contract.

Scope

This policy covers commercial support and release cadence for the product. Security vulnerability handling is governed by SECURITY.md — report to the address listed there. This support policy does not override it.

Email response target

Best-effort within 1 business day, NZ time (GMT+12 standard, GMT+13 during NZ daylight-saving).
NZ public holidays are excluded. Requests that arrive on a NZ public holiday are treated as arriving on the following business day.
This is a target, not an SLA. We make no guarantee of a contractual response time pre-GA.

Support channels per tier

Tier	Channel	Notes
Free Evaluation	Self-serve (public docs)	Best-effort. No private-email support. Upgrade to an Early Adopter tier for direct support.
Early Adopter — Individual	Direct email (troy@tksolutions.co.nz)	Target response per above.
Early Adopter — Team	Direct email + private Slack channel on request	Slack channel is opened on request after licence purchase. One channel per customer.
Enterprise (pre-GA)	Direct email (troy@tksolutions.co.nz)	Same best-effort target as other pre-GA tiers. Uplifted SLAs and named support are explicitly out of scope pre-GA (see “Out of scope today” below). Enterprise is a scope-and-contracting path pre-GA, not a support-uplift path. Post-GA terms will be published when GA pricing is published.
Commercial (GA)	Direct email	Same best-effort target. Custom contractual SLAs are not offered pre-GA.

No tier includes phone support or 24×7 on-call.

Release cadence

Releases are cut frequently while the product is pre-GA — see the CHANGELOG for the actual recent cadence (currently averaging about four releases per month).
Release cadence may slow post-GA in favour of stability.
Every release ships with a CHANGELOG entry and, for notable releases, a docs/release-vX.Y.Z.md note.

Version support window

Only the latest released version is supported pre-GA. Operators upgrade forward.
No LTS branches pre-GA. We do not backport fixes to older minor versions while in the Early Adopter phase.
Upgrade is a first-class operator task — see docs/release-checklist.md for the upgrade contract (migrations, verification steps, rollback guidance).
Post-GA version-support terms will be published when GA pricing is published. The 12-month founding-rate guarantee below is independent of the version-support window.

Founding-rate guarantee (Early Adopter)

Early Adopter licences purchased during the Early Adopter Programme lock the rate paid at first purchase for 12 months from that first-purchase date.
Renewals inside the window honour the original rate.
At the end of the window, GA pricing applies to that licence on the next renewal.
This guarantee is a commercial commitment in the licence contract; the per-customer licence file is the authoritative record. This policy document reflects but does not supersede the contract.

Out of scope today (explicit)

Managed hosting. Pulp Engine is self-hosted. We run no SaaS offering. Deployment uptime is the operator’s responsibility.
Cross-tenant data access outside super-admin credentials. See tenant-isolation-guarantees.md for what the product does and does not guarantee.
Custom SLAs, 24×7 on-call, named engineers — none of these are offered pre-GA.
Bug-fix time targets. We commit to reply time, not fix time. Fix time depends on severity and complexity and is discussed per issue.
Roadmap outcomes. Early Adopter tiers include roadmap influence and release candidates — that is a promise of access, not of outcomes.

Changes to this policy

This policy evolves with the product. Material changes will be announced in the CHANGELOG and on the releases index. Early Adopters will be notified by email when changes affect their tier.

Last reviewed: 2026-04-16.

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