Commercial deployments
For Papyrus running in commercial cloud, private cloud, or on-premises environments under commercial terms.
Government deployments
For government, accredited, enclave, and disconnected Papyrus deployments where contract and handling requirements may apply.
The product architecture is the same. The support path changes because government deployments can carry contract, authorization, and information-handling requirements that commercial cases do not.
Commercial deployments
For Papyrus running in commercial cloud, private cloud, or on-premises environments under commercial terms.
Mailbox
commercial@beaglabs.comGovernment deployments
For government, accredited, enclave, and disconnected Papyrus deployments where contract and handling requirements may apply.
Mailbox
government@beaglabs.comThese are standard first-response targets. Your order, contract, task order, or support agreement can establish different coverage and takes precedence when it does.
| Severity | First response | Typical definition |
|---|---|---|
| Severity 1 | 4 business hours | Production unavailable; no workaround |
| Severity 2 | 1 business day | Material degradation; workaround available |
| Severity 3 | 3 business days | Questions, configuration, documentation, feature requests |
Security reports
For a suspected Papyrus vulnerability, use the mailbox that matches the affected deployment and put [security] in the subject line. Government customers should follow their contract and approved information-handling procedures before sending any sensitive diagnostic material.
Not sure which path applies?