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Author: simonbrowndotje

support.md

@@ -9,24 +9,51 @@ permalink: /support
 
 ## Non-priority support (free)
 
-Free non-priority support is available via the following channels only:
+Free non-priority support is available via GitHub:
 
-- GitHub
-  - __Structurizr for Java, DSL, PlantUML/Mermaid/etc exporters__: [Issues](https://github.com/structurizr/java/issues) and [discussions](https://github.com/structurizr/java/discussions)
-  - __Cloud service__: [Issues](https://github.com/structurizr/cloud/issues) and [discussions](https://github.com/structurizr/cloud/discussions)
-  - __On-premises installation__: [Issues](https://github.com/structurizr/onpremises/issues) and [discussions](https://github.com/structurizr/onpremises/discussions)
-  - __Lite__: [Issues](https://github.com/structurizr/lite/issues) and [discussions](https://github.com/structurizr/lite/discussions)
-  - __CLI__: [Issues](https://github.com/structurizr/cli/issues) and [discussions](https://github.com/structurizr/cli/discussions)
+- __Structurizr for Java, DSL, PlantUML/Mermaid/etc exporters__: [Issues](https://github.com/structurizr/java/issues) and [discussions](https://github.com/structurizr/java/discussions)
+- __Cloud service__: [Issues](https://github.com/structurizr/cloud/issues) and [discussions](https://github.com/structurizr/cloud/discussions)
+- __On-premises installation__: [Issues](https://github.com/structurizr/onpremises/issues) and [discussions](https://github.com/structurizr/onpremises/discussions)
+- __Lite__: [Issues](https://github.com/structurizr/lite/issues) and [discussions](https://github.com/structurizr/lite/discussions)
+- __CLI__: [Issues](https://github.com/structurizr/cli/issues) and [discussions](https://github.com/structurizr/cli/discussions)
 
 Community discussion is also available via the [Slack workspace](https://join.slack.com/t/structurizr/shared_invite/enQtMzkyMjY1NzMwNTkzLTcyOGI1MTZmNDQwMDQ5YmZlMThiYmU1ZTM2ZWZiMzYwMjVhNmM0OWIwNjFlZTM1YmY3YzU0ZDY2MTA1YTk5Mjg)
 and [the private Discord server for members of the Structurizr Patreon](https://patreon.com/structurizr).
 
 Please note:
 
-- Requests for free support via e-mail/LinkedIn/X/etc will be ignored.
-- GitHub issue/discussion notifications are disabled.
-- Please do not raise issues on Slack/Discord as they will likely be missed.
+- Questions and requests for support via e-mail/LinkedIn/X/etc will be ignored - please use the GitHub links above.
+- Do not raise issues on Slack/Discord as they will likely be missed - please use the GitHub links above.
+- GitHub issue/discussion notifications are disabled - paid support packages are available if you need priority support.
 
 ## Priority support (paid)
 
-Priority support packages are available - please contact [email protected] for details.
+### On-premises installation
+
+Priority support packages are available to diagnose and resolve issues in a timely manner,
+in a 3rd line support capacity, on the basis that you will be running the latest version of the
+software within a 3 month period of its release. Paid support __excludes__:
+
+- 1st and 2nd line support.
+- Performing installation/deployment of the software.
+- Performing configuration/integration with your identity provider or data storage.
+- Backing up or restoring the software and/or data on your infrastructure.
+- Keying, importing, converting, or manipulation of your data.
+- Training on the operation and use of the software.
+- Any changes made to the software by yourselves or a third party (i.e. you are running a fork of the software).
+- Backports of features, bug fixes, and security patches from the latest version of the software.
+- Assistance and guidance related to diagramming/documenting your own software (see [Visualising software architecture with the C4 model](https://simonbrown.je/#workshop3) for a 1-day workshop to learn about the C4 model).
+
+Support hours are Monday-Friday, 09:00-17:00 UK time, with the target response time varying based upon the support package.
+Support can be done via a combination of GitHub issues and e-mail.
+We do not provide any support via telephone or video conference.
+
+2025 pricing is as follows:
+
+| Package  | Target response time | Price per year |
+|----------|----------------------|----------------|
+| Gold     | 1 working day        | £50,000 GBP    |
+| Silver   | 3 working days       | £25,000 GBP    |
+| Bronze   | 5 working days       | £15,000 GBP    |
+
+Prices are per year, and cover a single on-premises installation.