/ Pricing
Free to use, with support when you need it.
Using Epistola costs nothing. When you want help, we offer maintenance, support, hosting and guidance.
/ What you can engage us for
Our services come in four parts
The software itself is free to use; you never pay for the right to run Epistola. What you can engage us for is professional service around the platform. We don't advertise fixed prices — we tailor to your situation.
Source code stewardship
The ongoing maintenance of Epistola: security updates, bug fixes, new releases, keeping the components it relies on up to date, and looking after its overall design. Includes access to the public roadmap and a vote in prioritisation. This is the foundation under everything else we offer.
Set out in a maintenance agreement (SMA)
Support
Professional support for organisations that host Epistola themselves, including help with upgrades, at a level that matches how business-critical Epistola is for you.
Set out in a support agreement (SSA) · requires a maintenance agreement
Template Health Check
Ongoing quality monitoring of your document templates. Whenever a template is added or changed, it is checked automatically for language, accessibility and Epistola best practices, keeping its Health Score up to date.
Optional · requires a support agreement
Professional services
Help with implementation and migration, training, converting existing templates, advice (including architecture, security and GZAC) and development on request. Anything we build on request becomes part of the shared product for everyone: no private versions, no exclusive features.
Optional · requires a maintenance agreement
/ Our agreements
Three agreements: maintenance, support and service levels
We work with three separate agreements, so it is always clear what each one covers — and who is responsible for what.
SMA
Platform-wideMaintenance agreement
Keeps Epistola maintained, secure and future-proof for everyone who uses it: security updates, bug fixes, new releases, up-to-date components and oversight of the overall design. Participants also get access to the public roadmap and a vote in prioritisation.
SSA
You hostSupport agreement
Professional support for organisations that host Epistola themselves: help through our ticket system and by phone, guidance with upgrades, handling of security incidents, proactive monitoring and a periodic service review.
SLA
We hostService level agreement
Agreements on availability for environments we host for you. A support agreement never guarantees that your own servers stay available; that guarantee belongs in a service level agreement, and only applies where we run the environment.
You need none of these agreements to use the software. A support agreement always comes with a maintenance agreement, and a service level agreement only applies when we run the environment for you.
/ Support levels
Support at the level that fits you
Within a support agreement we offer three levels. They differ in when you can reach us and how quickly we start looking into a report.
Essential
Support during office hours through our ticket system and by phone, upgrade guidance, security incident handling, proactive monitoring and an annual service review.
Professional
Everything in Essential, with a wider support window and shorter lead times for starting the analysis.
Enterprise
Everything in Professional, with round-the-clock support, priority handling and working closely with you on critical incidents.
We classify reports by priority, from critical to low. The associated lead times, priority classes and rates are agreed per situation — get in touch for the current terms.
/ Next step
Curious what Epistola can do for your organisation?
Schedule a call and ask us any of your questions.