Support¶
RecSys support is async-first. Public community support and commercial support have different expectations.
Community support¶
- Use GitHub Issues for reproducible bugs and feature requests.
- Include version or commit hash, deployment mode, logs, configuration summary, and minimal reproduction steps.
- Do not include secrets, customer data, private tokens, or vulnerability details in public issues.
Community support has no guaranteed response time.
Commercial support¶
Commercial support is defined by the signed order form. Defaults from the recovered commercial references are:
| Plan | Default expectation |
|---|---|
| Commercial Evaluation | Best-effort async, no SLA. |
| Starter | Best-effort async, no SLA. |
| Growth | Async first-response target within 2 business days, no SLA unless purchased. |
| Enterprise | Defined in the signed order form. |
Premium 8x5 or 24x7 support can be captured as a custom order-form term for Growth or Enterprise.
Before requesting help¶
git rev-parse --short HEAD
docker compose ps
docker compose logs --tail=100 api
make docs-check
Expected result: the support request includes the running version, service status, relevant logs, and whether docs and local checks pass.
Contact¶
- Public licensing questions: open a GitHub issue titled
Licensing question. - Confidential commercial inquiries: message Aatu Harju on LinkedIn.
- Vulnerabilities: follow Security, not normal support channels.