Support - skenai/WILL GitHub Wiki

version: 2.0.0 date: 2025-03-04 type: system-doc status: public tags: [william, support] related: [] changelog:

  • version: 2.0.0 date: 2025-03-04 changes:
    • "MAJOR: Switch to YAML frontmatter"
    • "MAJOR: Enhanced metadata structure" references: []
  • version: 1.0.0 date: 2025-03-03 changes:
    • "MAJOR: Initial documentation" references: []

Support

Overview

The Support system provides comprehensive assistance and resources for users, developers, and contributors within the SKENAI ecosystem. This guide outlines available support channels, processes, and resources.

Support Channels

1. Community Support

[Forums] → [Chat] → [Documentation] → [FAQs]
    ↑         ↕           ↕             ↓
[Issues] ← [Wiki] ← [Guides] ← [Knowledge Base]

Forums

  • Technical discussions
  • Feature requests
  • Problem solving
  • Knowledge sharing
  • Community engagement

Chat Channels

  • Real-time support
  • Quick questions
  • Community interaction
  • Team collaboration
  • Event coordination

Documentation

  • User guides
  • API documentation
  • Implementation guides
  • Best practices
  • Troubleshooting

2. Technical Support

Issue Tracking

  • Bug reporting
  • Feature requests
  • Enhancement proposals
  • Status tracking
  • Resolution updates

Development Support

  • Code assistance
  • Implementation guidance
  • Review process
  • Testing help
  • Deployment support

System Support

  • Installation help
  • Configuration guidance
  • Update assistance
  • Maintenance support
  • Recovery help

3. Enterprise Support

Service Levels

  • Basic support
  • Standard support
  • Premium support
  • Enterprise support
  • Custom solutions

Support Services

  • Technical assistance
  • Implementation help
  • Training services
  • Consulting
  • Custom development

Response Times

  • Priority levels
  • Response targets
  • Resolution goals
  • Escalation paths
  • Follow-up procedures

Support Process

1. Issue Resolution

[Submit] → [Triage] → [Investigate] → [Resolve]
    ↑         ↕           ↕             ↓
[Update] ← [Track] ← [Test] ← [Document]

2. Knowledge Management

  • Documentation
  • Knowledge base
  • FAQs
  • Tutorials
  • Best practices

3. Training Resources

  • Getting started
  • Advanced topics
  • Best practices
  • Use cases
  • Examples

Quality Assurance

1. Support Quality

  • Response time
  • Resolution rate
  • Satisfaction score
  • Quality metrics
  • Performance tracking

2. Documentation Quality

  • Accuracy
  • Completeness
  • Clarity
  • Updates
  • User feedback

3. Process Quality

  • Service levels
  • Response times
  • Resolution rates
  • User satisfaction
  • Process efficiency

Community Engagement

1. Communication

  • Regular updates
  • Status reports
  • Feature announcements
  • Community news
  • Event information

2. Collaboration

  • Community projects
  • Feature development
  • Documentation
  • Testing
  • Reviews

3. Recognition

  • Contribution tracking
  • Achievement recognition
  • Community highlights
  • Success stories
  • Case studies

Resources

1. Documentation

  • User guides
  • API reference
  • Implementation guides
  • Best practices
  • Troubleshooting

2. Tools

  • Support portal
  • Issue tracker
  • Knowledge base
  • Documentation
  • Community forums

3. Training

  • Getting started
  • Advanced topics
  • Best practices
  • Use cases
  • Examples

Getting Started

1. New Users

  1. Review Documentation
  2. Join Community Forums
  3. Check FAQs
  4. Follow Tutorials
  5. Get Support

2. Developers

  1. Study API Reference
  2. Review Best Practices
  3. Join Developer Community
  4. Access Development Tools
  5. Get Technical Support

3. Enterprise Users

  1. Contact Enterprise Support
  2. Review Service Levels
  3. Access Resources
  4. Schedule Training
  5. Get Custom Solutions

Contact Information

1. Community Support

2. Technical Support

3. Enterprise Support

Integration with NATURAL Framework

  • Clean repository separation
  • Natural pipeline flow
  • Validator protection
  • Interface standards

Pipeline API Integration

  • /pipeline/submit - Entry point
  • /pipeline/validate - Basic checks
  • /pipeline/analyze - Efficiency (Q.1)
  • /pipeline/patterns - Recognition (Q.2)
  • /pipeline/status - State checks
  • /pipeline/vote - Governance

Integration with Three-Graph Lattice

  • Technical graph validation
  • Economic resource optimization
  • Quality metrics tracking