Your Posit Support Relationship
Before you plan an upgrade, you need to know what support you have, who provides it, and when it runs out. This page covers the support window, what your support agreement covers, who to contact, and what to include when you file a ticket.
The support window
Each release of Posit Connect, Posit Workbench, and Posit Package Manager is supported for 18 months from its release date. During that window, the release receives bug fixes, security patches, and support from Posit.
Once a version falls outside the 18-month window, it is unsupported. If you open a ticket for an unsupported version, the Posit support team may not be able to help you until you upgrade.
Critical or high-severity vulnerabilities will be backported for affected supported versions (or an equivalent migration will be provided). Other issues will be addressed as fix forwards.
Check the current support window for your version at the supported versions page. If you are close to the edge of the window, consider upgrading as soon as possible.
What your support agreement covers
Support for the professional products comes through your paid support agreement. Your agreement covers installation, configuration, maintenance, and general usage of the licensed products.
To request help, you file support requests through the Posit support portal. Under the standard support agreement, Posit responds within eight business hours during business hours (9 a.m. to 5 p.m. US Eastern, Monday through Friday, excluding holidays). Support is tied to the 18-month window above: you get help on supported versions, so staying current is part of staying supported.
Three paid options complement the support agreement:
- Premium Plus Support shortens the initial response for severity 1 and severity 2 tickets to four business hours, triages urgent tickets from 7 a.m. to 7 p.m. US Eastern, and adds scheduled callback calls. It applies only to the licensed professional products.
- Onboarding services are a paid service during initial set up and installation making sure that your setup will cover your use cases. An Onboarding Engineer and Project Manager work with your team.
- Technical Account Management is a paid advisory subscription. A Technical Account Manager (TAM) works with your team on planning and best practices, upgrade strategy included, as an ongoing relationship rather than one-off tickets.
Know what your organization has access to, so you can anticipate the type of support you will be able to receive in the event of an incident or outage.
Who to talk to
Every Posit customer can get help. That help comes from a dedicated Customer Success Manager (CSM) or from our Customer Care team. Either way, you have people at Posit who are here to help you plan, install, train, troubleshoot, and grow. We are available not just to step in when something breaks.
If you have a named Customer Success Manager, they are your primary point of contact for anything beyond routine technical support. You will hear from them on a regular cadence, and they own your relationship with Posit day to day. If you don’t have a named CSM, you’re supported by our Customer Care team. Rather than a single contact, you get a team to help and connecting you with the right specialist. You can reach Customer Care any time at customercare@posit.co.
The Solutions Engineering team (SE) is the technical resource. They can help with architecture questions, sizing, configuration decisions, and anything that requires hands-on technical depth rather than relationship management. They are also good for “health checks” if you don’t have specific technical questions but want a once-over of your environment and recommendations to have it better serve your needs.
If you are hesitant to upgrade, or if there are factors that prevent you from upgrading, book time with the Solutions Engineering team to build a plan.
Filing a support ticket
Provide comprehensive and accurate information to the support team will help your ticket get resolved faster. Make sure to follow the recommended steps including:
- Your name and company
- What you are trying to do
- What have you tried
- Any errors that you received
- The diagnostics file that was produced by running the diagnostics script (if applicable)
Missing any of these usually means a round trip of back-and-forth before the support team can start diagnosing the issue, which delays resolution.