Procurement

Engagement stages

The sequence depends on the product and scope. These are discussion stages, not delivery or response-time commitments.

1. 1. Request

   Choose a demo, proposal, architecture review, or formal quote. Each submission uses the existing enterprise sales inquiry.

2. 2. Discovery

   Discuss the use case, technical scope, integrations, deployment preferences, and procurement review criteria.

3. 3. Architecture and security review

   Use the published architecture and Trust Center materials, then identify product-specific questions or evidence needs for discussion.

4. 4. Commercial review

   Discuss the selected service scope, pricing, delivery assumptions, and applicable written terms with the enterprise team.

5. 5. Written scope and implementation

   Confirm the agreed product scope, responsibilities, deployment approach, and implementation sequence in the applicable written documents.

6. 6. Support and operations

   Use the published support channel, response and resolution targets, and live status pages for operational follow-up.

Architecture and security review

For an efficient review, include the context and requirements that apply to your intended scope:

• High-level use case, system boundaries, and the architecture or data-flow questions to review.
• Requested product, deployment model, environments, and expected capacity or growth assumptions.
• Required integrations, identity and access model, network boundaries, and operational dependencies.
• Data categories, processing purpose, retention or residency requirements, and applicable compliance criteria.
• Security questionnaire topics, control evidence, certification requirements, and review due dates.

Deployment and shared responsibility

Deployment and operating boundaries vary by product and agreed scope. State the boundaries you require; do not assume one product’s model applies to another.

Managed by the service provider

For a managed model, specify the components and operational tasks you expect the provider to manage, including monitoring, maintenance, backup, recovery, and incident coordination where relevant.

Customer-managed or on premises

For customer-managed components, identify what stays in your environment and who owns infrastructure, identity, credentials or keys, network controls, maintenance, and escalation.

Quote, contract, and implementation

Request a scoped proposal or formal quote through the same enterprise intake. Review the applicable terms and data-processing documents before agreeing to a service scope.

• Ask the enterprise team to set out the product scope, quantities or capacity assumptions, pricing, and any delivery dependencies in writing.
• Confirm responsibilities, acceptance criteria, implementation steps, and support arrangements in the applicable written scope and agreement.
• No product prices are published on this page. Check current product pricing where published or request a formal quote for scoped work.

Support and escalation

Open a support ticket for service issues and use the live status pages for current availability and published incident updates. The SLA page describes the current support objectives.

First response target

Within 24 hours

Resolution target

Within 72 hours

These are the response and resolution targets that apply to every support ticket today. We do not currently offer a faster tier for any plan, and we do not publish a formal uptime percentage or service credit - see our live status page for real-time and historical availability instead.

RFI and RFP requests

Use the proposal request for an RFI or RFP. Identify the process, response deadline, requested sections, and review criteria in the scope and compliance fields. The public form does not accept attachments; the enterprise team can discuss an appropriate document exchange channel.