legals

Author: maddog

legal/support.md

@@ -1,2 +1,82 @@
 SUPPORT
 =======
+
+APIENGINE.IO is committed to providing an outstanding experience. As part of this commitment, we offer
+standard level technical support to all APIENGINE.IO account holders. Standard technical support is limited to 
+the scope, hours, contacts, and channels covered below.
+
+A. Scope
+--------
+
+APIENGINE.IO's standard support offering is available for:
+
+* Creation and evolution of APIs
+* Best practices for creating RESTful APIs
+* Ensuring you can roundtrip import and export of APIs
+* General questions about APIs
+
+And for troubleshooting:
+
+* Providing workarounds or resolutions for known problems
+* Answering general how to questions.
+
+While APIENGINE.IO does not offer a direct paid consulting or professional services program, we are very
+interested in the whole API marketplace and its evolution.  We are more than happy to refer any requests. 
+
+B. Who can contact support?
+---------------------------
+
+Standard technical support is available to all account holders of APIENGINE.IO. Support requests will only be 
+processed if:
+
+* The request is made through one of our official support channels
+* The request originates from a registered APIENGINE.IO account email address
+* The requester owns, or has collaborator access to, the API pertaining to the request
+
+C. Support Channels
+-------------------
+
+Standard technical support is available exclusively through the APIENGINE.IO support site - support.apiengine.io.
+Registered APIENGINE.IO users can submit new tickets and view history on previously opened tickets.  Tickets may
+also be submitted by sending email from a registered APIENGINE.IO account email address to [email protected].
+
+D. Unsupported Channels
+-----------------------
+
+APIENGINE.IO support staff are only guaranteed to support requests received through the official channels liste
+above. However, a number of community channels exist for peer to peer support and discussion. Community
+channels with active participation from APIENGINE.IO team members include:
+
+    ApiEngine Google Group
+    #apiengine IRC channel on freenode
+    Twitter via @apiengine
+
+Please remember that APIENGINE.IO team members may participate in community channels at their discretion, but 
+there is no guarantee of response for support issues unless they are submitted through one of the official
+channels above.
+
+E. Hours
+--------
+
+APIENGINE.IO support offers 12x5 coverage. Hours are 6am - 6pm EST (Eastern Standard Time) Monday - Friday,
+excluding Australian holidays. Support inquiries may be submitted at any time.
+
+The APIENGINE.IO service itself is monitored 24x7.
+
+F. Proactive Monitoring
+-----------------------
+
+The APIENGINE.IO service is monitored 24x7 by automated systems. In the event of any issue affecting the health
+and operation of APIENGINE.IO's service, our operations team is notified and will respond immediately to 
+diagnose and correct any issues. This 24/7 monitoring covers the entire APIENGINE.IO platform, benefitting all 
+APIENGINE.IO users.
+
+In the event of a service issue, a notice will be posted on our APIENGINE.IO status site at status.apiengine.io 
+to communicate out of band the impact and status of our primary service. In the case of an ongoing service
+issue, you do not need to submit a support ticket. Instead, monitor the status page which will contain
+up to date status information.
+
+G. Premium Support
+------------------
+
+Please contact us at [email protected] to find out about our premium support options.