# Enterprise Support — SLA-backed help for Open Mercato

Source: https://www.openmercato.com/enterprise-level-support

# Enterprise Level Support

The Open Mercato Enterprise License provides certification, review, and operational support to ensure that deployments built on the Open Mercato framework are secure, scalable, and production-ready.

## Open Mercato Enterprise Subscription Scope of Services

- Architecture Audit (Pre-Deployment)

- Monthly Security Review

- Monthly Performance Review (Custom Code)

- Monthly Custom Module Code Review

- Customer Success Support (Pre-Go-Live)

- Priority Technical Support Channel

- GDPR Documentation Support

- Production Environment Configuration Support

- Software Updates

- Production Approval (Homologation)

- Production Hosting Best Practices

- [Agent Orchestrator](https://www.openmercato.com/blog-posts/introducing-agent-orchestrator)

## At a Glance

| Feature | Community Support | Commercial Support (SLA) |
| --- | --- | --- |
| Primary Channel | svg]:block [&>svg]:size-full size-5 [&_[stroke-width]]:[stroke-width:var(--icon-stroke)] [&>svg]:[stroke-width:var(--icon-stroke)]" style="--icon-stroke:1.68"> GitHub Discussions & Discord | svg]:block [&>svg]:size-full size-5 [&_[stroke-width]]:[stroke-width:var(--icon-stroke)] [&>svg]:[stroke-width:var(--icon-stroke)]" style="--icon-stroke:1.68"> Dedicated Ticketing & Partner Access |
| Response Time | svg]:block [&>svg]:size-full size-5 [&_[stroke-width]]:[stroke-width:var(--icon-stroke)] [&>svg]:[stroke-width:var(--icon-stroke)]" style="--icon-stroke:1.68"> Best Effort (Peer-to-Peer) | svg]:block [&>svg]:size-full size-5 [&_[stroke-width]]:[stroke-width:var(--icon-stroke)] [&>svg]:[stroke-width:var(--icon-stroke)]" style="--icon-stroke:1.68"> Guaranteed SLA |
| Bug Fixes | svg]:block [&>svg]:size-full size-5 [&_[stroke-width]]:[stroke-width:var(--icon-stroke)] [&>svg]:[stroke-width:var(--icon-stroke)]" style="--icon-stroke:1.68"> Community Prioritization | svg]:block [&>svg]:size-full size-5 [&_[stroke-width]]:[stroke-width:var(--icon-stroke)] [&>svg]:[stroke-width:var(--icon-stroke)]" style="--icon-stroke:1.68"> Priority Hotfixes & Security Patches |
| Architecture | svg]:block [&>svg]:size-full size-5 [&_[stroke-width]]:[stroke-width:var(--icon-stroke)] [&>svg]:[stroke-width:var(--icon-stroke)]" style="--icon-stroke:1.68"> Public Documentation | svg]:block [&>svg]:size-full size-5 [&_[stroke-width]]:[stroke-width:var(--icon-stroke)] [&>svg]:[stroke-width:var(--icon-stroke)]" style="--icon-stroke:1.68"> Custom Architectural Reviews |
| Responsibility | svg]:block [&>svg]:size-full size-5 [&_[stroke-width]]:[stroke-width:var(--icon-stroke)] [&>svg]:[stroke-width:var(--icon-stroke)]" style="--icon-stroke:1.68"> Self-Managed | svg]:block [&>svg]:size-full size-5 [&_[stroke-width]]:[stroke-width:var(--icon-stroke)] [&>svg]:[stroke-width:var(--icon-stroke)]" style="--icon-stroke:1.68"> Certification, review, and operational support |

## The Innovation Engine

Our community is for developers building at the edge. It is the place for technical discovery, module sharing, and framework evolution.

### GitHub Discussions

The hub for "How-to" questions and RFCs (Request for Comments) on new features.

### Public Issue Tracker

Where bugs are reported, triaged, and resolved by core maintainers and contributors.

### Discord

Real-time collaboration for the "AI-Assisted Engineering" workflow.

## Partner-Led Excellence

For enterprises, Open Mercato operates on a "Partner-First" model. While the core framework is open, the implementation and its uptime are backed by certified experts.

### Vetted Implementation Partners

Commercial support is provided by professional Software Houses.

### SLA-Backed Performance

Partners provide uptime guarantees, performance monitoring, and rapid incident response tailored to your specific deployment (Cloud/On-Premise).

## Framework backing & longevity

Choosing Open Mercato is a long-term strategic decision. We ensure the framework itself never becomes "abandonware."

### Rigorous Testing & Roadmap Transparency

We don't just "fix and forget."

We maintain growing unit and integration test coverage to ensure that the core remains stable even as you extend it.

Enterprise clients can see the public roadmap to align their internal product strategy with our core releases (e.g., Advanced Billing modules).

### Agent Orchestrator

Everyone has an AI agent demo. Almost nobody has an agent you can safely let into a real business. [Agent Orchestrator](https://www.openmercato.com/blog-posts/introducing-agent-orchestrator) — a new Open Mercato Enterprise module — changes that: flexible runtimes, native workflow integration, two-layer audit and built-in evals.

In Open Mercato, an agent is a supervised participant in the process. It operates inside your data, inside your permission model, inside your audit trail. It is fully governed.

## Software is about to be built completely differently.