Support Policy

Contact

• Primary support channel: webdevislife2021@gmail.com
• Documentation: https://filament-rag.heinerdevelops.tech/docs
• Issue tracker: GitHub Issues for reproducible bug reports

Scope

Included support covers:

• Installation and upgrade guidance
• Configuration issues (providers, queue, ingestion, widget embed)
• Bug triage and workaround guidance
• Security issue intake and coordinated disclosure

Not included:

• Custom feature development
• Third-party infrastructure management
• Training or implementation services (unless separately contracted)

SLA Targets

• First response (business days): within 1 business day
• Critical production issue: within 4 business hours
• Standard bug triage: within 2 business days

Severity Levels

• Critical: production outage, security impact, or chat API unusable
• High: major functionality broken, no reasonable workaround
• Medium: partial degradation with workaround
• Low: cosmetic issue, docs gap, or minor UX issue

Required Ticket Data

Please include:

• Plugin version
• Laravel + Filament version
• DB engine/version
• Provider/model configuration
• Reproduction steps and logs