Purchase Support Plan
By purchasing a Support Plan you agree to the Support Agreement specified below.
Support Agreement (Version 2023-1)
This Support Plan ("Support Plan") is entered into as of the date of purchase (“Effective Date”) between Serverless, Inc. with offices at 548 Market Street #47111, San Francisco, CA 94104 (“Serverless”), and the Subscriber purchasing the Support Plan (“Subscriber”).

Upon the date of purchase of a Support Plan" the Subscriber expressly consents to the terms of this Support Agreement and Serverless Inc.'s Terms of Service in accordance with the applicable laws and regulations within the jurisdiction of the United States of America. The term of this Agreement will expire on the Term End Date.
The Support Plan charges hourly. Every engagement with a Serverless Inc. employee within the Certified Channels will initiate hourly billing, from the beginning of the Serverless Inc employee's initial response until the Subscriber's last response. If Serverless Inc is unable to help with a particular issue, it will try its best to determine this within a reasonable amount of time.
Monthly Fee
There is a minimum monthly recurring fee for the Support Plan with a price of $250 USD, which includes a minimum number of support hours (5). This is charged at the beginning of the calendar month.
Overage Fee
Whenever a Subscriber exceeds the minimum number of support hours, they will be charged at the hourly rate of $80 USD.
Start Date
The Start Date is the Effective Date (date of purchase), after successful payment of the Monthly Fee.
Serverless will submit all invoices to Subscriber electronically via the Stripe payment processing platform. These invoices will also be charged at the same time via the Subscriber's card on file with Serverless. All invoices must reference Subscriber's order number (where applicable), contain an itemization of hours logged during the applicable invoice period. All invoices and payments will be in United States dollars regardless of the country in which services are performed. Notwithstanding anything to the contrary in the Serverless Terms of Service, payment of Serverless’s invoices shall be due within 60 days of the latter of the date of each invoice or Subscriber's receipt of each invoice; provided, however, that payment runs are made on the 1st of each month or the next available banking day if this falls on a weekend or banking holiday, and Subscriber will make payments due pursuant to this Support Agreement on the next scheduled payment run following day 60. Subscriber is responsible for the payment of all sales, use, value-added, withholding, and other direct or indirect taxes, charges, levies and duties related to this Support Agreement.
Subscriber may terminate these Terms at any time by canceling your Support Plan via written notice to the Serverless Inc team within Slack or contact@serverless.com. You will not receive any refunds if you cancel your account. Overage Fees owed must still be paid within 35 days of cancellation.
Certified Channels
The Certified Channels under which hourly billing takes place are Email via the email address support@serverless.com and the shared Slack channel.
Support Services Included
Support services include the following for Serverless Framework, Serverless Framework Plugins and serverless architectures and infrastructure on Amazon Web Services...
Debugging & Troubleshooting
Reviewing errors or architectural issues within serverless infrastructure on Amazon Web Services,  and in Node.js and Python code within AWS Lambda.
Architectural Reviews
Reviewing infrastructure configuration and combinations via Serverless Framework templates, AWS Cloudformation templates, and diagrams.
Discussions of Best Practices
Casual discussions of serverless architecture and infrastructure best practices, as well as Node.js and Python code within AWS Lambda.
48 Hour Response Time
Serverless will use its best effort (but is not guaranteed) to respond within 48 hours.
Changes To Terms
Serverless may make changes to the Support Plan from time to time. If Serverless changes the Terms in any substantive way, they will give the Subscriber at least seven (7) days notice before the changes take effect, during which period of time the Subscriber may reject the changes by terminating your account. The Subscriber understands and agrees that if they use the Support Plan after the date on which the Terms have changed, Serverless will treat their use as acceptance of the updated Terms.