Support Policy

This support policy outlines the available support channels for Feel++ users and sets expectations for response times and support scope.

1. Support Philosophy

Feel++ is an open-source scientific computing platform developed primarily for research and education. Our support model reflects this mission:

  • Community-driven: Primary support through user community

  • Educational focus: Priority on learning and knowledge sharing

  • Research-oriented: Support for academic and scientific applications

  • Best-effort basis: Volunteer-based support with no guarantees

2. Support Channels

2.1. Community Support (Free)

2.1.1. GitHub Issues

  • Purpose: Bug reports, feature requests, technical questions

  • URL: github.com/feelpp/feelpp/issues

  • Response time: Best effort, typically 1-7 days

  • Who responds: Maintainers and community members

2.1.2. Discussions Forum

  • Purpose: General questions, usage help, troubleshooting

  • URL: github.com/orgs/feelpp/discussions

  • Response time: Best effort, typically 1-3 days

  • Who responds: Community members and maintainers

2.1.3. Slack Community

2.1.4. Documentation

  • Purpose: Self-service help and tutorials

  • URL: docs.feelpp.org

  • Content: Installation guides, tutorials, API reference

  • Updates: Regular community contributions

2.2. Academic Support

2.2.1. Research Collaboration

  • Purpose: Academic partnerships and research projects

  • Contact: research@cemosis.fr

  • Scope: Joint research, academic publications, student projects

  • Requirements: Academic affiliation, mutual benefit

2.2.2. Educational Support

  • Purpose: Course integration, teaching materials

  • Contact: education@cemosis.fr

  • Scope: Curriculum development, student training

  • Requirements: Educational institution affiliation

2.3. Commercial Support (Paid)

2.3.1. Consulting Services

  • Purpose: Custom development, integration support

  • Contact: consulting@cemosis.fr

  • Scope: Custom features, performance optimization, training

  • Terms: Negotiated based on requirements

2.3.2. Priority Support

  • Purpose: Guaranteed response times, direct access

  • Contact: support@cemosis.fr

  • Benefits: 24-48 hour response, priority bug fixes

  • Terms: Annual contracts available

3. What We Support

3.1. Included in Community Support

  • Software bugs: Reproducible issues in released versions

  • Documentation questions: Help understanding features

  • Installation help: Basic installation and configuration

  • Usage guidance: How to use existing features

  • Performance tips: General optimization advice

3.2. Not Included in Community Support

  • Custom development: Building specific features for your needs

  • Debugging your code: Issues in your own applications

  • System administration: Server setup and maintenance

  • Real-time support: Immediate response guarantees

  • Proprietary integrations: Connecting to commercial software

4. Response Time Expectations

Channel Response Time Resolution Time Notes

GitHub Issues

1-7 days

Varies

Community-driven, best effort

Discussions

1-3 days

Varies

Community Q&A format

Slack

Real-time to hours

N/A

Informal chat, no guarantees

Email (General)

3-7 days

Varies

Non-urgent inquiries only

Commercial Support

24-48 hours

Negotiated

Paid service level agreements

5. How to Get Effective Support

5.1. Before Asking for Help

  1. Check documentation: Search docs.feelpp.org first

  2. Search existing issues: Look for similar problems on GitHub

  3. Prepare information: Version numbers, error messages, minimal examples

  4. Try basic troubleshooting: Restart, reinstall, check dependencies

5.2. When Reporting Issues

Include the following information:

  • Feel++ version: feelpp --version output

  • Operating system: Version and distribution

  • Installation method: Source, package manager, Docker

  • Error messages: Complete error logs

  • Minimal example: Smallest code that reproduces the issue

  • Expected vs actual behavior: Clear description of the problem

5.3. Code of Conduct

All support interactions must follow our Code of Conduct:

  • Be respectful and professional

  • Provide constructive feedback

  • Help others when possible

  • Avoid duplicate posts across channels

  • Use appropriate channels for different types of questions

6. Support Limitations

6.1. Community Support Limitations

  • No guarantees: Best-effort basis only

  • Volunteer time: Contributors participate when available

  • Scope boundaries: Focus on Feel++ core functionality

  • Language: Primary support in English and French

6.2. What We Cannot Support

  • Deprecated versions: Only current and previous major versions

  • Modified code: Significant changes to Feel++ source

  • Third-party software: Issues with external dependencies

  • Hardware problems: System-level configuration issues

  • Legal advice: Licensing questions beyond basic clarification

7. Support Escalation

If you need additional help:

  1. Start with community channels: GitHub, Discussions, Slack

  2. Provide detailed information: Follow reporting guidelines

  3. Be patient: Allow time for community response

  4. Consider commercial support: For urgent or complex needs

  5. Contact maintainers directly: Only for security issues or abuse

8. Contributing to Support

Help improve support for everyone:

  • Answer questions: Help other users in community channels

  • Improve documentation: Submit documentation improvements

  • Report bugs clearly: Follow issue templates

  • Share solutions: Post solutions to common problems

  • Contribute code: Fix issues and add features

9. Security Issues

For security vulnerabilities:

  • Do not use public channels: Report privately first

  • Email: security@cemosis.fr

  • Provide details: Steps to reproduce, potential impact

  • Responsible disclosure: Allow time for patches before public disclosure

10. Feedback and Improvement

Help us improve our support:

  • Support survey: Annual feedback collection

  • Documentation feedback: Report gaps or unclear sections

  • Process suggestions: Ideas for better support workflows

  • Community input: Participate in support policy discussions

11. Contact Information

Last updated: 2025-09-14

This policy may be updated based on community needs and available resources.