Support Resolution

🔄 Status: Draft — Review and approve at next Quarterly Session.

Purpose

To resolve customer and community support requests consistently, with clear response time expectations and a closed feedback loop.

Predrag Tasevski — Community & Integrations

This process starts when a support request arrives — via FreeScout (email), Discord (#support), Matrix, or GitHub Issues.

Ticket created — All support requests are centralised in FreeScout. Requests arriving via Discord or Matrix are copied to FreeScout by Alexander as a new conversation. GitHub Issues that are support requests (not bug reports) are also logged. \\Tool: FreeScout
Triage (within 4 business hours) — Alexander triages the ticket: Is it a bug, a feature request, or a usage question? Assigns a label and priority (P0 critical / P1 high / P2 normal). \\Tool: FreeScout
First response (within 1 business day) — Alexander sends an acknowledgement and initial response. For usage questions: answer directly or link to documentation. For bugs: confirm reproduction and log in GitHub Issues. \\Tool: FreeScout, GitHub
Resolution — For usage questions: close the ticket once the customer confirms resolution. For bugs: Peter reviews and schedules a fix. Alexander notifies the customer of the expected fix timeline. \\Tool: FreeScout, GitHub
Close and log — Ticket marked resolved in FreeScout. If the issue reveals a documentation gap, Alexander opens a documentation task in OpenProject. If the issue reveals a product gap, it goes on the Issues List. \\Tool: FreeScout, OpenProject

Priority	First Response	Resolution Target
P0 — Critical (data loss, auth failure, outage)	2 hours	24 hours
P1 — High (feature broken, workaround available)	4 business hours	3 business days
P2 — Normal (usage question, minor issue)	1 business day	5 business days

Date	Change	Updated by
2026-05-25	Initial draft	Predrag Tasevski