Premium Tier - Support Plan

Contract Term: 12 Months

Pricing: $100 / Hour

Minimum Monthly Commitment: 15 hours

Services Included

• CI/CD pipeline troubleshooting
• Kubernetes cluster/resource tuning  
• Next Steps & Infrastructure Improvements 
• Priority scheduling and response times

Deliverables

• Detailed time logs and task breakdowns
• Monthly summary of completed work
• Diagnostic Findings with Improvement Plan
• Strategic Infrastructure Review & Roadmap

The Premium Tier Support Plan services are billed at $100 per hour, covering direct engineering time for troubleshooting, consultation, and implementation. This rate applies to all work performed within the scope of your selected support plan, excluding overtime. 

Any support work performed beyond the included monthly hours is billed as overtime at 1.5× the selected tiers hourly rate.

• Minimum billing increment: 2 hours per overtime engagement
• If less than 2 hours are used, the remaining time is credited toward future overtime work within the same billing cycle
• If total overtime exceeds the initial 2-hour block, a new 2-hour minimum is billed at the same overtime rate

This structure ensures predictable billing while maintaining flexibility for extended support needs.

The Standard Tier Support Plan is structured as a 12-month commitment, providing sustained access to expert support and engineering resources. The contract renews automatically every six months unless modified or canceled with at least 30 days’ notice prior to the renewal date. This arrangement offers stability for ongoing technical engagement while ensuring consistent availability and priority response from our team.

The Standard Tier Support Plan includes a monthly minimum of 15 billable hours, charged whether used or not. These hours secure dedicated access to our engineering team and guarantee availability for support and consultation. Unused hours expire at the end of each billing cycle and do not carry over.

CI/CD Pipeline Troubleshooting
We diagnose and resolve issues across the entire continuous integration and deployment lifecycle. Examples may include:

• Debugging YAML misconfigurations, broken triggers, and environment inconsistencies
• Validating webhook behavior, pipeline permissions, and rollback logic

Kubernetes Cluster & Resource Tuning
We support your Kubernetes environment to ensure reliability and stability. Examples may include:

• Diagnosing pod scheduling issues, node readiness, and taint/toleration mismatches
• Fine-tuning resource requests/limits to prevent memory pressure and CPU starvation

Next Steps & Infrastructure Improvements
Standard Tier clients receive not just guidance, but hands-on development work tied to diagnostic findings. This includes implementing configuration changes, refining CI/CD workflows, tuning Kubernetes resources, and applying targeted improvements that enhance system performance and reliability.

Priority Scheduling and Response Times

Premium Tier clients receive elevated access to our engineering team, with priority scheduling for support tasks and accelerated response times for diagnostics and implementation. This ensures faster turnaround, reduced wait times, and prompt attention to critical issues—ideal for teams with time-sensitive infrastructure demands.

Detailed Time Logs & Task Breakdown
Every hour logged is accompanied by a clear record of tasks performed, including timestamps, technical focus areas, and outcomes. This ensures full visibility into how support time is used. 

Monthly Summary of Completed Work
At the end of each billing cycle, clients receive a concise report outlining completed tasks, resolved issues, and progress made. This summary may include recommendations, diagnostic insights, or next-step guidance tailored to your infrastructure.

Diagnostic Findings with Improvement Plan
Each month includes a summary of key technical findings and a tailored improvement plan. This outlines specific development tasks—such as CI/CD refinements, Kubernetes tuning, or configuration updates—to be implemented as part of your ongoing support engagement.  

Strategic Infrastructure Review & Roadmap
Once per quarter, Premium clients receive a comprehensive review of their infrastructure, including architecture, performance, and scalability posture. This includes a forward-looking roadmap with prioritized recommendations, timelines, and optional implementation plans—designed to align technical evolution with business goals.