Pro support

What you get on each tier, what response time to expect, how to escalate.

SLAs

Tier	Channel	First response	Resolution target	Hours of cover
Community (free)	GitHub issues	best-effort	best-effort	community-driven
Single Application	Email + private Slack	next business day	5 business days	9-5 ET, M-F
Multiple Application	Email + private Slack	next business day	5 business days	9-5 ET, M-F
Enterprise	Named contact + Slack	4h business hours, 1h for sev-1	per contract	9-7 ET, M-F (+ on-call sev-1)

"Sev-1" = production outage caused by sv-grid; "sev-2" = major feature broken; "sev-3" = bug; "sev-4" = question.

What's in scope

In scope	Out of scope
sv-grid bugs	Bugs in your application code
Type-error questions in sv-grid surface	Generic TypeScript / Svelte questions
Migration help (from AG Grid / etc.)	Full app port (we can recommend partners)
Performance triage on supported browsers	Performance on EOL browsers
Feature-request triage	We promise to evaluate; we don't promise to build
Production-down incident triage	Re-architecture of your data layer

How to open a ticket

Reproduce in a minimal repo - StackBlitz / CodeSandbox / pnpm create svelte + the smallest grid that shows the issue. We support the official sv-grid-community and sv-grid-pro packages.
Include:
- sv-grid version (pnpm ls sv-grid-community sv-grid-pro)
- Svelte version, Vite version, OS
- Browser + version (we test on the latest 2 majors of Chrome, Firefox, Safari, Edge - see browser support)
- The exact error message + stack trace
- A 30-second screen recording for visual issues
Send to [email protected] with subject [sev-N] <one-line summary>.

Escalation

For Team and above, replying to the ticket with [escalate] in the subject moves it to the on-call engineer regardless of business hours. Use for production outages only.

Enterprise customers get a Slack Connect channel; ping @oncall for sev-1.

Security disclosures

For security issues, do not file a public issue. Email [email protected] (PGP fingerprint at svgrid.com/.well-known/security.txt). Response within 24h; patch within 7 days for high-severity.

See security & supply chain for the full disclosure policy.

Roadmap visibility

Community: public roadmap at svgrid.com/roadmap
Single / Multiple Application: quarterly roadmap email + invite to monthly office hours
Enterprise: named PM, monthly roadmap call, ability to sponsor features

Documentation feedback

Found a doc bug, unclear page, or missing topic? Open an issue at github.com/sv-grid/sv-grid/issues with the docs label, or hit the "Edit on GitHub" link on any page.