Support Terms

These Support Terms describe how Cloud Posse provides support for Atmos Pro services.

Unless otherwise stated in the applicable Payment Terms, the response times below are default service objectives. They are not availability commitments, do not create service-credit eligibility, and may be superseded by the applicable Payment Terms.

1. Definitions

1. Atmos Pro: The commercial GitHub App service provided by Cloud Posse for infrastructure deployment management.

2. Support Request: A request for assistance submitted by an Authorized User related to Atmos Pro functionality.

3. Authorized User: An individual who has been granted access to submit Support Requests on behalf of the Subscriber.

4. Subscriber: The entity that has purchased or is using Atmos Pro services.

5. Business Hours: Monday through Friday, 9:00 a.m.–5:00 p.m. Pacific Time, excluding U.S. public holidays.

6. Priority Issue: A reproducible Atmos Pro product failure that materially blocks a production deployment, workflow execution, or approval and has no reasonable workaround.

2. Support Scope

2.1 What's Included

Atmos Pro support includes assistance with:

• Atmos Pro GitHub App installation and configuration
• Workflow dispatch and execution issues
• Stack dependency management
• Status reporting and monitoring
• Integration with GitHub Actions
• General usage questions and best practices

2.2 What's Not Included

Support does not include:

• Custom development or feature requests
• Infrastructure deployment issues unrelated to Atmos Pro
• Third-party tool configuration (Atmos, Terraform, etc.)
• Training or consulting services
• Emergency support outside of business hours (unless specified in your plan)

3. Support Channels

3.1 Documentation

Comprehensive documentation is available at atmos-pro.com/docs and should be consulted first for common questions and setup instructions.

3.2 GitHub Issues

For bug reports and feature requests related to Atmos Pro, please use the Atmos Pro GitHub repository.

3.3 Email Support

For general inquiries and non-urgent issues, contact us at support@cloudposse.com.

4. Response Times

4.1 Free Evaluation

Free Evaluation includes community support through documentation and public community channels. It has no product support response target.

4.2 Team: Standard Support Target

For Team product-support requests, Cloud Posse targets an initial response within 2 business days.

4.3 Business: Priority Support Target

For Business product-support requests involving a Priority Issue, Cloud Posse targets an initial response within 4 business hours during Business Hours.

4.4 Enterprise

Enterprise receives the Business baseline unless its applicable Payment Terms specify custom support targets.

4.5 Resolution

Resolution is best effort based on issue complexity. Emergency support and response outside Business Hours are not included unless expressly stated in the applicable Payment Terms.

5. Support Limitations

5.1 Fair Use

Cloud Posse reserves the right to limit support if usage exceeds reasonable fair use limits.

5.2 Scope Limitations

Support is limited to Atmos Pro functionality and does not extend to:

• Infrastructure deployment issues
• Third-party tool configuration
• Custom development work

6. Updates and Changes

Cloud Posse may update these Support Terms from time to time. Material changes will be communicated via email or website announcement.

7. Contact Information

For questions about these Support Terms, please contact legal@cloudposse.com.

---

Last updated: July 15, 2026