Support.md

📞 Support Channels

🆘 Getting Help with CursorRIPER.sigma

We provide multiple support channels to help you succeed with CursorRIPER.sigma. You can select the right channel based on your needs and the urgency level.

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🎯 Support Overview

📊 Support Levels

Level	Description	Response Time	Availability
Community	Free community support	24-48 hours	Best effort
Standard	Email support for users	12-24 hours	Business hours
Priority	Dedicated support team	4-8 hours	Extended hours
Enterprise	24/7 dedicated support	1-4 hours	Always available

🔄 Support Process

1. Self-Service First - Check documentation and FAQ
2. Community Support - Ask in discussions or forums
3. Official Support - Contact our support team
4. Escalation - Critical issues get priority handling

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💬 Community Support (Free)

🗣️ GitHub Discussions

Best for: General questions, feature discussions, sharing experiences

Location: GitHub Discussions

Categories:

• 💬 General - General questions and discussions
• 💡 Ideas - Feature requests and suggestions
• 🙋 Q&A - Questions and answers
• 🎉 Show and Tell - Share your projects
• 📢 Announcements - Official updates

Response Time: 24-48 hours (community-driven)

How to Get Better Help:

• Use clear, descriptive titles
• Provide context and examples
• Search existing discussions first
• Include relevant details (versions, error messages)
• Be patient and respectful

🐛 GitHub Issues

Best for: Bug reports, reproducible problems

Location: GitHub Issues

When to Use:

• You've found a reproducible bug
• Feature is broken or not working as documented
• Security vulnerabilities (use security template)
• Documentation issues

Response Time: 12-48 hours

Required Information:

• Framework version (npm list @cursoriper/core)
• Node.js version (node --version)
• Operating system and version
• Steps to reproduce
• Expected vs actual behavior
• Error messages and stack traces

Guidelines:

• Search previous messages before asking
• Use threads for detailed discussions
• Be respectful and patient
• Help others when you can

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📧 Official Support

🎯 Email Support

Best for: Technical issues, account problems, private matters

📋 What to Include in Support Requests

Essential Information:

Subject: [FRAMEWORK VERSION] Brief description of issue

Environment:
- Framework Version: 1.0.5
- Node.js Version: 18.17.0
- Operating System: Ubuntu 22.04
- Package Manager: npm 9.8.1

Issue Description:
- What were you trying to accomplish
- What happened instead
- Error messages (full stack traces)
- Steps to reproduce

Attempts to Resolve:
- What you've already tried
- Documentation you've consulted
- Similar issues you've found

For Performance Issues:

• System specifications (CPU, RAM, disk)
• Load characteristics (users, requests/second)
• Monitoring data, if available
• Database and cache configuration

For Security Issues:

• Do NOT include sensitive information
• Describe the vulnerability generally
• Include affected versions
• Mention any public disclosure timeline

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🚨 Emergency Support

🔥 Critical Issues

When to Use: Production outages, security incidents, data loss

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🏢 Enterprise Support

🎯 Enterprise Support Tiers

Business Support

• Price: $500/month
• Response Time: 8 hours (business hours)
• Channels: Email, phone during business hours
• Coverage: Business-critical issues

Enterprise Support

• Price: $2,000/month
• Response Time: 4 hours (extended hours)
• Channels: Email, phone, dedicated Slack
• Coverage: All issues, including development help
• SLA: 99.5% response time guarantee

Mission Critical Support

• Price: $5,000/month
• Response Time: 1 hour (24/7/365)
• Channels: Email, phone, dedicated hotline, on-site if needed
• Coverage: Everything + proactive monitoring

🎁 Enterprise Support Benefits

All Enterprise Plans Include:

• Priority bug fixes and feature development
• Access to beta features and early releases
• Custom documentation and training materials
• Architecture review and consultation
• Migration assistance and planning
• Dedicated support portal access

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📚 Self-Service Resources

📖 Documentation

Start Here First:

• Quick Start Guide - Get up and running in 5 minutes
• FAQ - Answers to common questions
• Troubleshooting Guide - Solve common problems
• API Reference - Complete API documentation

🎓 Learning Resources

Tutorials and Guides:

• First Project Tutorial
• Development Workflow
• Deployment Guide
• Performance Optimization

Video Resources (Coming Soon):

• Getting started video series
• Advanced feature tutorials
• Live coding sessions
• Community webinars

Community Content:

• Blog posts and articles
• Conference presentations
• Community-created tutorials
• Example projects and templates

🔧 Diagnostic Tools

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🌐 Regional Support

🌍 Global Coverage

North America:

• Hours: 6 AM - 10 PM PST (business support)

🗣️ Language Support

Primary Languages:

• English (native support)

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📈 Support Quality & Feedback

📝 Feedback and Improvement

How to Provide Feedback:

• Support surveys after each interaction
• Annual support review for enterprise customers
• Feedback email: feedback@cursoriper.com
• Community discussions about support experience

What We Track:

• Response and resolution times
• Issue categorization and trends
• Customer satisfaction scores
• Support channel effectiveness
• Documentation gaps and improvements

Continuous Improvement:

• Monthly support team training
• Quarterly process reviews
• Community feedback integration
• Tool and platform upgrades

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🎯 Choosing the Right Support Channel

🤔 Decision Tree

Do you have a question or issue?
├─ Is it an emergency? → Emergency Support
├─ Is it a bug or security issue? → GitHub Issues
├─ Do you need quick help? → Discord/Community
├─ Is it complex or private? → Email Support
└─ Want to discuss or share? → GitHub Discussions

📋 Quick Reference

Issue Type	Recommended Channel	Expected Response
Quick question	GitHub Discussions	Minutes to hours
Bug report	GitHub Issues	12-48 hours
Feature request	GitHub Discussions	24-72 hours
Technical issue	Email Support	8-24 hours
Enterprise help	Enterprise Support	1-8 hours
Emergency	Emergency Hotline	30 minutes - 2 hours
Security issue	security@cursoriper.com	2-12 hours

💡 Tips for Faster Support

Do This:

• ✅ Search documentation and FAQ first
• ✅ Provide complete information upfront
• ✅ Use the most appropriate channel
• ✅ Be specific about your environment
• ✅ Include steps to reproduce issues

Avoid This:

• ❌ Posting the same question in multiple channels
• ❌ Providing vague problem descriptions
• ❌ Using emergency channels for non-urgent issues
• ❌ Including sensitive information in public channels
• ❌ Demanding immediate responses

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🌐 Online Presence

• Website: https://cursoriper.com
• Documentation: Framework Wiki
• GitHub: https://github.com/johnpeterman72/CursorRIPER.sigma

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🎉 Holiday Schedule

• Support operates on reduced hours during major holidays
• Emergency support remains available
• Holiday schedule published in advance
• Community channels remain active

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We're here to help you succeed with CursorRIPER.sigma! Don't hesitate to reach out.

Last Updated: June 28, 2025
Framework Version: CursorRIPER.sigma v1.0+

Need immediate help? Check our FAQ or start with GitHub Discussions! 🚀