Support Commitment

Rugix is an open-source project developed by Silitics. We want people building with Rugix to feel supported and to have a clear, honest picture of where we can help. We do our best to answer questions, investigate reproducible bugs, fix issues in maintained components, and keep the documentation useful.

Rugix also spans core tools, integrations, examples, and experiments. The tiers below give us shared vocabulary for repositories and packages, so users and maintainers know what kind of support to expect without every README needing a long explanation.

Support Tiers

Repositories and packages may reference one of these tiers. If a repository, package, feature, or document says something more specific, follow that more specific guidance. Commercial support or an enterprise subscription may provide different response times or maintenance commitments.

Tier 1: Core

These are the parts of Rugix we actively stand behind: Rugix Ctrl, Rugix Bakery, Rugix Bundler, official release artifacts, and documentation for supported Rugix releases. We aim to investigate reproducible bugs, security issues, regressions, and documentation problems within the documented scope of the project. Work is prioritized by severity, impact, available maintainer time, and project scope.

Tier 2: Maintained Integration

These are Rugix-side integrations with third-party software, services, platforms, or APIs that we try to keep usable for supported Rugix releases. We can help with the Rugix integration code and documentation, but not with the third-party product itself. If an upstream product or API changes, we update the integration when practical.

Tier 3: Example Integration

These are starting points: example integrations, example repositories, templates, demo projects, and tutorial code. They are meant to help users learn and bootstrap their own work. Many depend on specific hardware, cloud services, vendor accounts, or test setups that we may not own or have continuous access to. We may publish examples that were tested with borrowed, remote, or otherwise limited access to the relevant setup, but support and issue investigation are necessarily limited when we cannot reproduce problems ourselves.

Tier 4: Experimental

These are experiments, prototypes, proof-of-concept tools, and exploratory integrations. They may change, break, or be removed. If an experiment becomes something we want users to rely on, we will promote it to another support tier.

Tier 5: Archived

These are older or unsupported projects kept around for historical reference. They can still be useful, but they should not be the basis for new production deployments unless you are prepared to maintain them yourself or have a separate commercial support agreement.

To reference a tier from a repository, use the tier name and link to the corresponding anchor on this page, for example Tier 1: Core or Tier 3: Example Integration.

Public Support

Public support happens through project channels such as GitHub issues, discussions, and community forums. We are usually most effective when an issue includes the Rugix version, the relevant repository, logs or error messages, and a small reproducible example where possible.

In public channels, we can help triage bugs, clarify documented behavior, review small examples, and point users in the right direction. We cannot promise response times there, and larger work such as production incident handling, private debugging, product-specific system design, custom board bring-up, custom distribution maintenance, or third-party service support needs a separate arrangement.

Security Issues

Please report security vulnerabilities according to the Rugix security policy. Security issues in core Rugix components are handled with priority. Security issues in third-party software or services should also be reported to the relevant upstream project or vendor.

Commercial Support

Companies that need defined response times, production support, long-term maintenance, architecture reviews, custom integrations, or support for product-specific deployments can use commercial support. Commercial support can cover work that is outside the default public support scope. For questions about this policy or commercial support options, contact contact@silitics.com.