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StaxDash Client Engagement and Support #
StaxDash takes on selected contracts for system-level tooling, monitoring, and integrations, and provides SLA-backed support for its commercial products. This page covers how we engage with clients and what they can expect.
What we take on #
- Command-line and developer tooling built to the StaxDash standard: lightweight, cross-platform, documented honestly.
- Monitoring and observability — on-prem agents (StaxMonitor) and hosted dashboards (StaxLens), plus integrations.
- Native desktop software — local-first applications, often as paid StaxSuite modules.
- Technical collaboration — embedding, custom integrations, and contracted maintenance of the open-source tools.
How to start #
Enquiries go through the contract page or
[email protected]. Useful enquiries include: the problem or workflow, the
target OSes and deployment constraints, expected inputs/outputs/integrations,
and the outcome and timeframe that would make it successful.
Engagement process #
- Scoping — we confirm the problem is a good fit, clarify requirements, and state what is out of scope.
- Proposal — fixed-price or T&M proposal with deliverables, milestones, documentation, and license terms.
- Delivery — work runs on a branch per the merge discipline, with the client able to review progress.
- Handoff — the delivered tool includes documentation (in DocsHub where it is public) and, per agreement, tests and CI.
Support (SLA) #
Commercial products and contracts are eligible for support. Plans are defined per product/contract, but the shared model is:
| Priority | Definition | First response |
|---|---|---|
| P1 | Production outage / data loss | 4 business hours |
| P2 | Major feature broken | 8 business hours |
| P3 | Minor issue / question | 1 business day |
Specific SLAs are recorded in each contract or product terms; this is the default, not a guarantee except where agreed.
Open source and clients #
We prefer to open-source uncontracted code under MIT. For contracted or commercial work, we respect client confidentiality and licensing wishes; the relevant code may be closed per the contract. Contract work must not silently depend on closed code held by a third party — dependencies and licenses are documented in the delivery.
Escalation and obligations #
- Client-reported issues are triaged with the priority table above.
- We are honest about scope: if a request is out of the agreed scope, we say so and re-scope rather than over-deliver silently.
- We document platform coverage per feature so there are no surprises.
See StaxDash Organization Standards for the organizational conventions that govern how this work ships.