What's Covered Under Support vs Professional Services
Last updated: February 24, 2026
Customer Support
The following are included under your support agreement and handled by our Support Engineering team:
Product and official Upbound provider bugs — unexpected behaviour, functionality not working as documented, reproducible issues
Incidents — production outages or degraded functionality (P0/P1)
Configuration troubleshooting — reviewing logs, YAML, and configurations to identify root cause
CVE remediation for official Upbound providers — see CVE Remediation: Official vs Community Providers
Documentation-referenced guidance — questions answerable via existing docs or knowledge base
Note on core Crossplane issues: Bugs and enhancements in core Crossplane are governed by the open-source project. Our support team can assist with fact-finding, root cause analysis, and workarounds, but implementation velocity is driven by the open-source community.
Professional Services
The following require a Professional Services engagement, scoped through your Solutions Architect:
Architecture & Design
Platform or infrastructure architecture guidance
Customer-specific design decisions
Best-practice consulting where no product defect is involved
Composition & Function Development
Authoring compositions or functions from scratch
Composition debugging where no product defect exists
Refactoring existing compositions
Enablement
Training and workshops
Guided walkthroughs and enablement sessions
Migration assistance to new versions or approaches
Other
Code reviews
Deadline-driven implementation support
How to Engage Professional Services
Contact your Solutions Architect or raise a support ticket and we'll connect you with the appropriate team to scope the engagement.
Questions?
If you're unsure whether your request falls under support or requires Professional Services, raise a ticket and we'll help determine the right path.