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Support Header

Critical SLA Bug SLA Question SLA Community Support

Need help with a UniverLab project? Start with the right channel below to get faster support.

📞 Support Channels

Channel Best for Typical response
GitHub Issues Bugs, defects, regressions < 48h
GitHub Discussions Q&A, design conversations < 72h
Security Advisory Vulnerabilities (private) < 48h
Maintainer email Coordination or sensitive context As available

Primary maintainer contact: jheison.mb@gmail.com

🚨 Production Incidents

If a production system is impacted:

  1. Open an issue labeled critical
  2. Describe impact, affected users, and urgency
  3. Share clear reproduction/workaround details
  4. Add logs or telemetry snapshots if available

Target response for critical incidents: under 1 hour.

🐛 Reporting Bugs

Use this template:

## Expected behavior
## Actual behavior
## Steps to reproduce
1.
2.
3.
## Environment
- OS:
- Version:
- Command:
## Logs / stack trace

High-quality reports reduce resolution time significantly.

💡 Feature Requests

Use Discussions or Issues (enhancement) and include:

  • Problem statement
  • Why current behavior is insufficient
  • Proposed direction
  • Alternatives and tradeoffs

We favor focused features that match each tool's scope.

❓ General Questions

Before opening a new question:

  1. Read the repository README.md
  2. Search existing issues/discussions
  3. Check project specs in .agents/ when available

Then open a discussion with context and what you already tried.

🛠️ Quick Troubleshooting

Installation issues

cargo install --force <project>
cargo clean

Command not found

echo $PATH
~/.local/bin/<command> --version

Build failures

rustup update
cargo clean
cargo build

If unresolved, include rustc --version and full logs in your issue.

📚 Documentation Map

  • README.md — quick start and common workflows
  • CONTRIBUTING.md — development workflow and standards
  • SECURITY.md — vulnerability reporting and policy
  • .agents/* — specs and implementation intent (if present)

🧭 Support Levels

Level Meaning
Full support Active stable projects, fast response on defects
Best effort Active development projects, reasonable response
Community-driven Experimental/research tracks, contributor-led support

⬆️ Escalation Path

If your issue is blocked:

  1. Comment with new evidence and what is blocked
  2. Request maintainer attention in-thread
  3. Escalate privately only for sensitive or urgent cases

Your question today often becomes tomorrow's documentation.