Overview
At CircleCI, we are committed to providing the highest level of support to our customers. However, it's important to understand our policy on support escalations, particularly when it comes to dealing with technical debt and end-of-life (EOL) versions of software.
Our Product and Its Design
Our product is designed and tested to work within certain parameters. These parameters include:
- The intended use case of the product.
- The product's performance within its design.
- The product's integration with other systems.
If a customer encounters an issue that falls within these parameters, it's considered a bug or incident, and we can take responsibility for fixing it. Any issues outside of these parameters may be treated as a feature request or could require paid consulting services if the customer does not wish to resolve the issue themselves.
Dealing with Technical Debt
We understand that many customers may have exceptions in place to run their production on technical debt to function with other systems. We can coordinate with these customers regarding expected functionality in the product on a case-by-case basis.
Software Versions and Supportability
The first tier of supportability requires the customer to be on a supported release of the CircleCI product, including, but not limited to, images, runner version, CircleCI Server, etc. From there, we offer support based on known tested functionality, and we test the use of our product against current versions of software.
If a customer is using a current version of CircleCI but encounters an issue with an EOL version of an external service, we will make our best effort to assist. However, we will not consider it an escalation within CircleCI until the customer is using current versions of all software.
By setting these expectations early on, we aim to ensure a smooth and efficient support process for all our customers. If you have any questions or concerns regarding these policies, please don't hesitate to contact us.
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