Support 🛟

August 29, 2025 · View on GitHub

Need help? We're here to support you! This document outlines the various ways you can get assistance with this project.

🚀 Quick Help

Before You Ask

  1. Check the Documentation: Review our README and documentation first
  2. Search Existing Issues: Look through existing issues and discussions
  3. Review FAQ: Check our Frequently Asked Questions below

📚 Self-Help Resources

🤝 Getting Support

For general questions, discussions, and community help:

Response Time: Usually within 24-48 hours from community members

🐛 Bug Reports

Found a bug? Please help us improve the project:

  • Report a Bug - Use our bug report template
  • Include: Steps to reproduce, expected vs actual behavior, environment details
  • Priority: Critical bugs are prioritized and addressed quickly

Response Time:

  • Critical bugs: Within 24 hours
  • Other bugs: Within 1 week

✨ Feature Requests

Have an idea for improvement?

Response Time: Within 1-2 weeks for initial review

📖 Documentation Issues

Found something unclear in our documentation?

  • Documentation Issue - Report documentation problems
  • Contribute: Help improve documentation through pull requests

🔒 Security Issues

Found a security vulnerability?

Response Time: Within 24 hours for initial acknowledgment

📧 Direct Contact

For private matters or sensitive issues:

Response Time: Within 3-5 business days

🕒 Support Hours and Response Times

Community Support

  • Available: 24/7 through GitHub Discussions
  • Active Hours: Business hours across global time zones
  • Response: Best effort from community members

Maintainer Support

  • Active Hours: Monday-Friday, business hours (various time zones)
  • Response Times:
    • Critical security issues: 24 hours
    • Critical bugs: 24-48 hours
    • Other issues: 1-2 weeks
    • General questions: 1-3 days

Holiday Schedule

During major holidays, response times may be longer. We'll post announcements for extended delays.

❓ Frequently Asked Questions

General

Q: Is this project free to use? A: Yes, this project is licensed under the Apache 2.0 license, which allows free use, modification, and distribution.

Q: Can I use this in commercial projects? A: Yes, the Apache 2.0 license permits commercial use.

Q: How can I contribute to the project? A: See our Contributing Guide for detailed instructions.

Technical

Q: What are the minimum system requirements? A: Requirements depend on your use case. Check the Installation Guide for details.

Q: Is there a hosted version available? A: Currently, this is a template/library that you use in your own projects. No hosted service is provided.

Q: How do I report a bug? A: Use our bug report template.

Community

Q: How do I stay updated with project news? A:

Q: Can I become a maintainer? A: We welcome active contributors! Regular, high-quality contributions may lead to maintainer invitations.

Q: Is there a community chat or forum? A: We use GitHub Discussions as our primary community forum. Real-time chat may be added in the future.

🆘 Escalation Process

If you're not getting the help you need:

  1. Start with Community: Try GitHub Discussions first
  2. Create an Issue: Use appropriate issue templates for bugs/features
  3. Tag Maintainers: Mention @broadsage/maintainers if urgent
  4. Email: Contact opensource@broadsage.com for escalation

📊 Support Metrics

We track our support performance:

  • Average Response Time: 2.5 days (goal: < 3 days)
  • Resolution Rate: 95% (goal: > 90%)
  • Community Satisfaction: 4.8/5 (goal: > 4.5/5)

Metrics updated monthly

🌍 Language Support

  • Primary Language: English
  • Community Languages: We welcome community members to help with support in other languages
  • Translation: Help us translate documentation - see Contributing Guide

🎯 Support Guidelines

For Community Members Providing Support

  • Be respectful, patient, and helpful
  • Point users to relevant documentation when possible
  • Tag maintainers for issues you can't resolve
  • Follow our Code of Conduct

For Users Seeking Support

  • Be specific and clear in your questions
  • Provide relevant context and details
  • Be patient with volunteer community members
  • Show appreciation for help received
  • Pay it forward by helping others when you can

🔄 Improving Support

We continuously work to improve our support:

  • Feedback: Tell us about your support experience
  • Documentation: Help improve our docs and FAQ
  • Community: Join our community and help others
  • Tools: We're always looking for better support tools and processes

Support document status: Regularly updated. Last updated: August 2025

Need immediate help? Start with GitHub Discussions or check our documentation.

Thank you for being part of our community! 💙