CHIPSSupport policy
Template — adjust the response times and channels to your organisation before publishing.
| Community | Team | Enterprise | |
|---|---|---|---|
| Channel | Community forum and documentation | Email / web portal | Email / web portal / phone |
| Hours | — | Business days, 9:00–17:00 [time zone] | 24×5, critical issues 24×7 |
| First response: critical (service down) | — | 1 business day | 4 hours |
| First response: other | — | 2 business days | 1 business day |
| Updates and upgrades | ✓ | ✓ during the support period | ✓ during the support period |
| Help with installation and upgrades | — | ✓ | ✓ including planning |
Supported versions
Each minor version (for example 1.1) is supported for 12 months after the next minor version is released. Security fixes are released as patch versions (1.1.1, …). Major versions may change how CHIPS is installed or configured; the release notes say how to upgrade.
What to send with a request
The version (Help → About, or chips --version), the edition and license id (Admin → License), what you
did and what happened, and the relevant lines from the log (journalctl -u scrum-poker). Do not send
passwords, access tokens or your STORAGE_SECRET.
Security issues
Report them privately to [security@chips.example.com]. We acknowledge within 2 business days and publish fixed versions with notes in the release notes.