We do not have support for packages found on Chocolatey.org - those are considered community packages and should not be used for commercial purposes. Package issues should follow the package triage proces. Read more...
Unfortunately we are unable to provide private support for open source users. However there are a lot of avenues that open source users can work within the community to get the help they need.
If you are an open-source user, you have the following channels for support:
Pro and Business customers are welcome to use these forms of support as well, but you have an additional, private line directly back to Chocolatey Software for support that has a much higher priority over open source support routes.
Chocolatey Pro is a personal license for individuals. We are happy to extend support to help out our community users. Below is that support schedule for our Pro users.
|Chocolatey Professional - Support Schedule|
|Support hours||Monday – Friday 8AM – 5PM CST*|
|Response times||2 business days|
|Number of cases||8|
|Number of contacts||1|
|Access to all updates & upgrades of Chocolatey Professional|
|Support System||Email addresses provided in licensing email|
|* Company holidays are observed and local offices are closed.|
The business edition has 3 levels of support - Standard, Standard+, and Premium. Standard and Standard+ are based on the number of licenses you purchase. Premium is an additional cost, but also requires a minimum number of licenses (details are listed in schedule below).
You can also log issues at Licensed Issues and we will route the requests to the proper repositories.
|Chocolatey for Business - Support Schedule|
|Licenses||Under 100 licenses||100+||1,500+ or minimum $30,000 purchase if multi-year required to purchase premium support|
|Included automatically?||Premium is available for an additional cost|
|Support hours||Monday – Friday 8AM – 5PM CST*||Monday – Friday 7AM – 6PM CST*||24 / 7 *|
(P = Priority level, as defined in support terms below)
|Phone support||n/a||n/a||Available add on|
|Number of cases per month||4||8||20|
|Status meetings||n/a||Every 2 months by customer request||Weekly by customer request|
|Maximum number of technical contacts||1||2 (negotiable)||6 (negotiable)|
|Access to all updates & upgrades of Chocolatey for Business|
|Support System||Email addresses provided in licensing email||Email addresses provided in licensing email||Email addresses provided in licensing email|
|* Company holidays are observed and local offices are closed. During closures, Premium customers have the following support response times - within 3, 6, and 12 hours, respectively based on priority.|
Chocolatey Software, Inc. – Chocolatey for Business Support and Maintenance Services Terms
These Support Services Terms describe the Support Services which current, compliant subscribers of Support Services are entitled to receive pursuant to the License Agreement between Chocolatey Software, Inc. ("Chocolatey") and Customer. These Support Services Terms form an integral part of, and are incorporated by reference into, the License Agreement.