Support boundaries for bundles
This page is for bundlers who write the support terms of their bundle. Recipients of a bundle call you first, whatever broke. Decide in advance what you handle, what you pass on and where.
Contents
The parties
| Party | Supports |
|---|---|
| You, the bundler | the bundle: build, installer, configuration, your extensions, your site package, updates you deliver |
| 7x | Exponential, through partner support and paid support |
| The community | anyone, without obligation |
| Extension authors | their extensions, as they choose |
| Your upstream vendors | the operating system, the database, the panel |
The support the project names
| Kind | Response promise |
|---|---|
| Community support | "None: 'its developers are not obligated to provide free support...'" |
| Partner support | response times by level |
| Paid support from 7x | agreed with 7x |
Source: Support levels and response times. Partner levels are Student, Now, Starter, Basic, Professional, Silver, Gold and Platinum; the tickets and response times per level are on Partner plans and prices. "Not published: whether response time means first answer or resolution, business or clock hours, the time zone": get it in writing before you promise anything that depends on it.
Drawing the line
| Problem | Yours | Pass on |
|---|---|---|
| The bundle does not install or start | yes | |
| A setting your bundle made | yes | |
| A bug in Exponential you can reproduce on a plain installation | triage, workaround | report upstream (Contributing fixes back) |
| A security problem in Exponential | contain, inform | [email protected], privately (SECURITY.md) |
| A third-party extension | triage | its author |
| The operating system, the database server | as your terms say | its vendor |
| The recipient's own changes and extensions | as your terms say |
Reproduce on a plain installation before reporting upstream: if it does not happen without your bundle's changes, it is yours.
Routing problems
- Bugs: the issue tracker of https://github.com/se7enxweb/exponential, or of the extension's repository. Include
the version (
composer show se7enxweb/exponential), PHP, the engine and the database, asSECURITY.mdasks for security reports. Partners: Filing bugs as a partner. - Security: never in public; "You can expect a first answer within one business day" (
SECURITY.md). - Questions: forums https://share.exponential.earth/forums, Telegram https://t.me/exponentialcms.
- Paid help: https://se7enx.com/contact.
A support statement
Support for <Bundle> <version>
Supported by <your company>: installation, configuration, updates of <Bundle>, <your extensions>.
Contact: <address>, response <time> on <days>, <time zone>.
Exponential itself: we report reproducible problems to the Exponential project and deliver its fixes
in our next bundle release.
Not supported: <your exclusions>.
Supported versions: <Bundle> <versions> until <date>.Publish it next to the bundle and in its documentation.
Related pages
- Updates and upgrade paths
- Escalations and security issues
- Support tiers for hosts
- Free documentation: this page is free to copy, translate and improve under the GNU FDL 1.3.
Become an Exponential Partner
Partners share their information, provide funding, contribute back and develop the products with us, and that is how Exponential grows. A partner website and dashboard are planned for mid-2027: please become a partner today to speed up our growth rate and land new features faster.