> For the complete documentation index, see [llms.txt](https://developer.harness.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://developer.harness.io/continuous-delivery/troubleshooting-and-resources/armory/general/armory-continuous-deployment-as-a-service-cdaas-support.md). # Armory Continuous Deployment as a Service (CDaaS) Support Welcome to the initial Armory Continuous Deployment as a Service (CD-as-a-Service) Support Page! For those starting your journey with Armory CD-as-a-Service, please refer to this page for some initial guidance on how Armory can assist you and your team. ### Table of Contents * [Starting with Armory CD-as-a-Service](#mcetoc_1h5omdj69c)\* [Trialing CD-as-a-Service](#mcetoc_1h5on72569u)\* [Purchasing CD-as-a-Service](#mcetoc_1h5on72569v)[Support Plans, SLAs, and Response Times](#mcetoc_1h5on7256a0) * [SLA Matrix - Armory CD-as-a-Service Team-Level Support plan](#mcetoc_1h5on7256a2)\* [SLA Matrix - Armory CD-as-a-Service Enterprise-Level Support plan](#mcetoc_1h5onh7v4as) Starting with Armory CD-as-a-Service Customers starting their journey with Armory CD-as-a-Service will want to begin in the following places. * [Armory Docs CD-as-a-Service](https://docs.armory.io/cd-as-a-service/) \* [Armory Knowledge Base - CD-as-a-Service](https://support.armory.io/support?id=kb_search\&kb_knowledge_base=faf2a7e0db1f815079f53ec8f4961991)[Armory Support Information (Hours of Operation/SLAs/Procedures)](https://support.armory.io/support?id=kb_article_view\&sysparm_article=KB0010007) * [Password Resets](https://support.armory.io/support?id=kb_article\&sysparm_article=KB0010247)\* [Support Portal User Registration](https://support.armory.io/support?id=kb_article\&sysparm_article=KB0010200)\* [ServiceNow Service Portal Customer Administrators](https://support.armory.io/support?id=kb_article_view\&sysparm_article=KB0010240)\* [Technical Support Case Statuses](https://support.armory.io/support?id=kb_article_view\&sysparm_article=KB0010011)\* [Case Escalations](https://armory.service-now.com/support?id=kb_article\&sysparm_article=KB0010203)\* [Critical](https://support.armory.io/support?id=kb_article\&sysparm_article=KB0010468)[ Notifications Mailing List](https://support.armory.io/support?id=kb_article\&sysparm_article=KB0010468) Customers with support contracts needing to submit a case to our support team should create a case in our ServiceNow Portal. * [Creating Cases and Case Management in Service Now](https://support.armory.io/support?id=kb_article\&sysparm_article=KB0010136) Trialing CD-as-a-Service Customers looking to Trial Armory's CD-as-a-Service offering should begin their journey in our [CD-as-a-Service Quickstart Guide](https://docs.armory.io/cd-as-a-service/setup/quickstart/). This comprehensive guide will direct new users on how to sign up for a free trial. If your company is already trialing CD-as-a-Service, it is recommended that you contact your administrator to provide you with access to the company CD-as-a-Service environment. Purchasing CD-as-a-Service Customers looking to explore pricing for CD-as-a-Service can do so by visiting the [Armory CD-as-a-Service Pricing section](https://www.armory.io/products/continuous-deployment-as-a-service/#pricing). This section will provide more information about the differences between the Free, Team, and Enterprise tiers and a handy comparison chart. \*\*Support Plans, \*\*SLAs, and Response Times Customers with a Support contract can find their SLAs below SLA Matrix - Armory CD-as-a-Service Team-Level Support plan **Support Case Priority** **Response Time SLA** **Schedule** **Target Resolution Time** **Definition** **Example Case** P0 - Critical (Outage) 1 Hour 11 x 5 Business Hours (EST/PST) ASAP Critical - Customers cannot deploy or set parameters for an in-production environment without a workaround, and it has been confirmed that the issue exists within CD-as-a-ServiceCD-as-a-Service Remote Network Agent (RNA) is working, but no communication is occurring between the CD-as-a-Service console and RNA agent in a production environment, and no Network changes have been applied P1 - High 12 Hours 11 x 5 Business Hours (EST/PST) 1 Week Production instance features are functionally impaired with no acceptable workaround/rollback. Deployment triggers show errors and are not completed successfully. The continuous delivery cycle is severely impacted. P2 - Medium 32 Hours 11 x 5 Business Hours (EST/PST) Best Effort Any issue affecting the Production or Dev instances that is non-critical and non-time-sensitive. A bug impacts the CD-as-a-Service environment, but a workaround is available, and business resumes as usual. P3 - Low 48 Hours 11 x 5 Business Hours (EST/PST) Best Effort Questions or clarifications around features/docs, etc. No immediate impact on the business. Inquiries about configurations, How to requests, or non-production issues. * Armory offers 11 Business Hours x 5 days a week Support based on the SLA agreements listed above. \* SLAs for the First Response are based on the priority of the case. We will prioritize resolution based on how severe the impact is. Our focus will **always** go to the highest priority cases.\* Business Hours are defined as 8 hours between ***9 am-8 pm EST***\* / **6 am-5 pm PST.** The SLA times listed in **Response Time SLA** are when customers can expect the first human response and acknowledgment of the case.\* Armory Technical Support will try to resolve any issues as soon as possible. However, the Resolution Time SLAs are *not considered an expected time-to-resolution.* SLA Matrix - Armory CD-as-a-Service Enterprise-Level Support plan **Support Case Priority** **Response Time SLA** **Schedule** **Target Resolution Time** **Definition** **Example Case** P0 - Critical (Outage) 1 Hour 24 x 7 ASAP Critical - Customers cannot deploy or set parameters for an in-production environment without a workaround, and it has been confirmed that the issue exists within CD-as-a-Service CD-as-a-Service Remote Network Agent (RNA) is working, but no communication is occurring between the CD-as-a-Service console and RNA agent in a production environment, and no Network changes have been applied P1 - High 8 Hours 11 x 5 Business Hours (EST/PST) 3 Business Days Production instance features are functionally impaired with no acceptable workaround/rollback. Deployment triggers show errors and are not completed successfully. The continuous delivery cycle is severely impacted. P2 - Medium 24 Hours 11 x 5 Business Hours (EST/PST) Best Effort Any issue affecting the Production or Dev instances that is non-critical and non-time-sensitive. A bug impacts the CD-as-a-Service environment, but a workaround is available, and business resumes as usual. P3 - Low 48 Hours 11 x 5 Business Hours (EST/PST) Best Effort Questions or clarifications around features/docs, etc. No immediate impact on the business. Inquiries about configurations, How to requests, or non-production issues. * Armory offers 11 Business Hours x 5 days a week Support (***24x7 for P0s***) based on the above mentioned SLA agreements. \* Business Hours are between ***9 AM - 8 PM EST** / **6 AM - 5 PM PST.***\* The SLA times listed in **Response Time SLA** are when customers can expect the first human response and acknowledgment of the case.\* Armory Technical Support will try to resolve any issues as soon as possible. However, the Resolution Time SLAs are *not considered an expected time-to-resolution.*