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Support

This project supports self-serve adoption. We keep support lightweight and mostly asynchronous.

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  • Owner: RecSys maintainers (contact@recsys.app)
  • Last support policy review: 2026-02-08
  • Next review due: 2026-05-08
  • Order of precedence: signed commercial Order Form/support exhibit > this page

Community support (free)

  • GitHub Issues for bugs and feature requests
  • Discussions for questions
  • RecSys Copilot (Custom GPT) for docs Q&A: Recsys Copilot

Do not paste secrets or customer data into external tools.

We do not guarantee response times for free support.

Commercial support (paid)

Commercial customers get the support level defined in their signed Order Form.

Default commercial support channels include:

  • Private support email which will be provided upon commercial agreement
  • Private issue tracker or GitHub private issues

No-meetings policy (default):

  • Support is async-first
  • Calls are only by exception and must be pre-agreed and time-boxed

Support expectations by plan (defaults)

Support terms are finalized in your Order Form. This table shows default terms unless an Order Form overrides them.

Plan Response expectations Channels Escalation
Commercial Evaluation Best-effort async (no SLA) Email / private issues (provided during eval) By exception
Starter Best-effort async (no SLA) Support email / private issues By exception
Growth Async first response target within 2 business days Support email / private issues By exception
Enterprise Defined in signed Order Form Defined in signed Order Form Defined in signed Order Form

Notes:

  • Premium support/SLA (8×5 or 24×7) is an add-on for Growth/Enterprise (see pricing/index.md).
  • Standard plan schedule reference: SLA and support schedule.

What we can help with

  • Installation and upgrade guidance
  • Reproducible bug investigation (with logs/configs)
  • Security patch guidance

What we do not provide by default

  • 24/7 on-call
  • Operating your infrastructure
  • Unlimited custom development without a fixed scope

Before opening an issue

Please include:

  • Version/commit hash
  • Deployment mode (docker compose / k8s / helm)
  • Logs and minimal reproduction steps