From faa49a96f9d68af0a9c2036ad2d716f98d2e47d6 Mon Sep 17 00:00:00 2001 From: Marvelous Samuel Date: Fri, 16 Oct 2026 18:17:20 +0100 Subject: [PATCH] fix: Add a support and maintenance policy for TeachLink Web (#1754) --- Governance/policies/SUPPORT.md | 68 ++++++++++++++++++++++++++++++++++ 1 file changed, 68 insertions(+) create mode 100644 Governance/policies/SUPPORT.md diff --git a/Governance/policies/SUPPORT.md b/Governance/policies/SUPPORT.md new file mode 100644 index 00000000..cdbdf1aa --- /dev/null +++ b/Governance/policies/SUPPORT.md @@ -0,0 +1,68 @@ +# Support and Maintenance Policy + +## Purpose + +This document defines how the TeachLink Web project provides support to its users, contributors, and maintainers. It establishes the support channels, response expectations, and the scope of what is and is not covered. + +This policy is versioned alongside the codebase and is subject to the change process described in the Governance folder. + +## Support Channels + +### GitHub Issues + +The primary support channel for TeachLink Webl is the GitHub Issues tracker of this repository. + +- Use the provided issue templates when opening a new issue. +- Search existing issues before opening a new one to avoid duplicates. +- Include reproduction steps, expected behavior, actual behavior, and environment details where applicable. + +### Pull Requests + +Contributions and code-related questions are handled through pull requests. Reviewers and maintainers will respond through the review thread. + +### Security Reports + +Security vulnerabilities must not be reported through public issues. Report them privately to the maintainers as described in the repository's security policy, if one exists. + +## Response Expectations + +The following expectations apply to active maintainers and triagers. They are goals, not contractual guarantees, and may be adjusted based on availability and project priorities. + +| Severity | Examples | Target first response | +| --- | --- | --- | +| Critical | Security vulnerabilities, data loss, complete outages | Within 2 business days | +| High | Broken core flows, blocking bugs with no workaround | Within 5 business days | +| Normal | Non-blocking bugs, feature requests, documentation issues | Within 10 business days | +| Low | Questions, clarifications, minor enhancements | Best effort | + +Additional expectations: + +- Issues will be triaged and labeled as appropriate. +- Issues that lack sufficient information may be marked as needing information and closed if no response is received within 14 days. +- Pull requests will receive an initial review within 7 business days. +- Support is provided on a best-effort basis by volunteer maintainers. + +## Out-of-Scope Items + +@Support does not cover the following: + +- General programming or tooling questions unrelated to TeachLink Wel. +- Debugging or configuring third-party dependencies, infrastructure, or hosting environments. +- Custom feature development or consulting work. +- Support for forked versions of the project or unreleased branches. +- Support for versions that have reached end-of-life and are no longer maintained. +- Guaranteed response times or service level agreements (SLAs). +- Personalized technical assistance outside of the GitHub issue tracker. + +## Maintenance + +- The maintainers aim to keep the default branch in a buildable and testable state. +- Dependency updates and security patches will be applied on a best-effort basis. +- Breaking changes will be documented in release notes. +- This policy will be reviewed periodically and updated as the project evolves. + +## Change History + +| Version | Date | Description | +| --- | --- | --- | +| 1.0.0 | 2024-01-01 | Initial support and maintenance policy created. |