What counts as support
- Questions
- Error review
- Incident diagnosis
- Minor adjustments
- Operational support
- AI-assisted triage
- Human review
What counts as new development
- New features
- New modules
- Redesigns
- New integrations
- Architecture changes
- Complex migrations
- Roadmap execution
When work is out of scope
Out-of-scope work can become a project, add-on, upgrade, or Enterprise request, depending on urgency, complexity, and business impact.