| Tier | Channel | Target first response | Scope |
|---|---|---|---|
| Community | GitHub Issues / forum | none (best-effort) | community help, docs |
| Pro | Email / ticket portal | within 2 business days | app support, updates, bug fixes |
| Enterprise | Email / ticket portal, prioritized | within 1 business day | Pro + prioritized handling + optional remote session |
| MSP | dedicated contact | in preparation | terms on request |
First response ≠ resolution time
We commit to the first qualified reply within the target window. How fast an issue is resolved depends on complexity and reproducibility; fixes ship through regular releases (in-app self-update).
Prioritization
Reproducible production-impacting bugs and security matters are handled with priority - across all paid tiers.
What support covers
Installation, updates/self-update, configuration of FloppyOps features, bug reports and security reports for the FloppyOps application.
Not included in license support - available as Professional Services. Everything around your infrastructure - Proxmox VE/PBS itself, host OS, hardware, storage, network/VPN, migrations, custom adjustments and data recovery - is not part of support, but available as separate, scheduled services. → See Professional Services
Updates
Included for the active subscription term, delivered via the built-in self-update.
Security issues
Please report confidentially to [email protected] (responsible disclosure). Security fixes are prioritized across all tiers.
Contact
- Pro / Enterprise: via the customer portal (ticket) or [email protected]
- Community: report a bug, suggest a feature or GitHub Issues
As of 2026-07. Response times are targets of a deliberately small, asynchronous operation - not contractually penalized guarantees.