Enterprise Support
Support Terms
The support tiers available for CopilotKit Enterprise. The tier you receive is the one you subscribe to in your Order Form.
These Support Terms describe the communication channels, hours of availability, and target response and update times for each CopilotKit support tier. They apply together with the Service Level Agreement in the Master Agreement, which defines severity levels and what falls outside the scope of support.
Your support tier is the tier identified in your applicable Order Form. Where these terms and an Order Form differ on commercial matters, the Order Form governs.
Comparison
Support tiers
| Standard | Professional | ProductionTop tier | |
|---|---|---|---|
| Availability | Included with CopilotKit Enterprise | Add-on | Add-on |
| Channels | Ticketing & email | Ticketing, email & shared Slack or MS Teams | Ticketing, email, shared Slack or MS Teams & named TAM |
| Hours of availability | Business hours (9:00–17:00 PT, Mon–Fri) | 8×5 | 24×7 |
| Severity 1 (Urgent): first response | 1 business day | 4 hours | 2 hours |
| Severity 2 (High): first response | 2 business days | 1 business day | 4 hours |
| Severity 3 (Normal): first response | 3 business days | 2 business days | 1 business day |
| Severity 4 (Low): first response | 5 business days | 3 business days | 2 business days |
| Update frequency | Best effort | Per severity, on a regular cadence | Per severity, accelerated cadence |
| Relationship | — | Quarterly check-in | Monthly business reviews, roadmap input, dedicated engineering hours |
Response and update targets are measured during the applicable hours of availability and begin when a ticket is opened at the stated severity.
Pricing for Professional and Production support is set out in your Order Form.
Framework
Severity levels
Severity is assigned when a ticket is opened. The definitions below match those in the Master Agreement, which govern.
Severity 1
Urgent
The majority of users for a particular part of the Customer’s Product are affected and the cause is the CopilotKit Enterprise, the error has high visibility, there is no workaround, and it affects the Customer’s ability to perform its business. Severity 1 issues may require the Customer to have dedicated resources available to work with CopilotKit on an ongoing basis.
Severity 2
High
The majority of users for a particular part of the Customer’s Product are affected and the cause is the CopilotKit Enterprise, the error has high visibility, and a workaround is available; however, performance may be degraded or functions limited, and it is affecting revenue.
Severity 3
Normal
The majority of users for a particular part of the Customer’s Product are affected and the cause is the CopilotKit Enterprise, the error has high visibility, and a workaround is available; however, performance may be degraded or functions limited, and it is NOT affecting revenue.
Severity 4
Low
A single user is severely affected or completely inoperable, or a small percentage of users are moderately affected or partially inoperable, and the error has limited business impact.
Scope
What support covers
CopilotKit uses reasonable efforts to meet the response and update targets for issues within the scope of its own software. The following are outside the scope of support:
- CopilotKit Open-Source components.
- The operation of any large language model (LLM) selected by the Customer.
- Cloud resource operation and availability provided by third parties.
“First response” means the initial reply by or on behalf of CopilotKit after reviewing the Customer’s reported issue.
Changes
Updates to these terms
© 2026 Tawkit, Inc. (d/b/a CopilotKit). These Support Terms are referenced by, and form part of, the Master Agreement and applicable Order Form.
