# Support

CrewHaus is maintained as a side-project-paced open source project. Support is async-first, community-driven, and explicitly bounded. This document tells you what to expect.

## Where to ask

### Bugs

[GitHub Issues](https://github.com/crewhaus/factory/issues) using the bug report template. Good bug reports get attention. See [`CONTRIBUTING.md`](CONTRIBUTING.md) for what makes a good bug report.

### Feature requests

[GitHub Issues](https://github.com/crewhaus/factory/issues) using the feature request template. We don't promise to build anything; we promise to consider it and respond.

### Questions

[GitHub Discussions](https://github.com/crewhaus/factory/discussions). Categories:

- **Q&A** — "how do I..." questions
- **Ideas** — "what if..." ideas, less formal than feature requests
- **Showcase** — what you built with CrewHaus
- **General** — everything else

Search before posting. Most "how do I" questions have been asked before.

### RFCs

[GitHub Issues](https://github.com/crewhaus/factory/issues) using the RFC template. See [`CONTRIBUTING.md`](CONTRIBUTING.md) for when an RFC is needed.

### Security

Do not file security issues publicly. See [`SECURITY.md`](SECURITY.md).

### Conduct

See [`CODE_OF_CONDUCT.md`](CODE_OF_CONDUCT.md).

## Where NOT to ask

- **DMs on Twitter/X/Bluesky/LinkedIn** — we don't provide support over DMs.
- **Discord/Slack** — we don't run one at this time.
- **The project lead's personal email** — that's not the support channel.
- **Comments on YouTube videos / blog posts about CrewHaus** — those don't reach us reliably.

These restrictions are not unfriendly; they're how a 10-15 hrs/week project stays sustainable. Async-only channels mean every question can be answered once, in public, where the next person searching can find it.

## What to expect

### Response times (free / community users)

- **Best effort, no guarantee.** Reasonable issues usually get a response within a few days; complex ones can take a week or more.
- **Security reports** get priority — 3 business days for acknowledgement, 7 days for initial assessment.
- **Code of Conduct reports** get priority — handled as soon as practically possible.
- We mostly do not provide weekend or holiday support.

### What free users get

- Async support via GitHub Issues and Discussions
- Documentation that we keep updated
- Examples we maintain
- Best-effort responses from the project lead and maintainers
- A welcoming community

### What free users do not get

- Real-time chat support
- Guaranteed response times
- "Get on a call" requests
- Custom feature development
- Implementation assistance for your specific use case
- Phone or video support

## What "best effort" means in practice

The project lead spends roughly 10-15 hours per week on CrewHaus. Of that, support typically gets:

- 60-90 minutes/week on issue and PR triage
- 30-60 minutes/week on Discussions

If you've waited a week without a response, it's reasonable to politely bump your issue. If you've waited a month, it's possible your issue fell through the cracks — feel free to comment again or email max@crewhaus.ai with a link.

## Help us help you

The best way to get a fast, useful response:

- **Search first.** GitHub Discussions, the docs, and the [demos walkthroughs index](https://github.com/crewhaus/demos/blob/main/walkthroughs/INDEX.md) cover most questions.
- **Include a reproduction.** A minimal `spec.yaml` + command + error output beats a vague description every time.
- **State the version.** `crewhaus --version` and the Bun version.
- **Don't cross-post.** Pick one channel.
- **Be patient.** A side project means real human time costs. Polite > urgent.

## Want to give support?

If you're a regular user who's been here a while, helping answer questions in Discussions is one of the best ways to contribute. We notice. After consistent helpful participation, you may be invited to maintainer status (see [`GOVERNANCE.md`](GOVERNANCE.md)).

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*Thank you for using CrewHaus. The bounded support model is what lets us keep doing this.*