Technical Support Policy

The following describes Artefactual Systems commitment to supporting the open-source projects for which we are the technical lead:

=Community Support= We will try to answer fairly straight-forward questions from the open source community about installing and configuring our software. When we think a particular query is beyond these free support parameters we will inform the user that it may be necessary to address it as paid, commercial support. Examples include questions that are too in-depth and time-consuming to investigate and answer or questions that involve unsupported tools or platforms. Please keep in mind that we have to prioritize our client assignments so that we can pay our bills and continue to provide free software and free community support.

=Commercial Support= Our software is always free and open source. Through our optional hosting and support services, the Artefactual team can assist a client with more in-depth questions to get the software installed and/or customized as required, whether on one of our servers or their own.

This policy is adapted from the excellent folks at the PKP Project