Support

ServerlessInsight offers multiple support channels to help you solve problems you encounter during use.

Support Channels

Community Support (Free)

We encourage users to get help and share experiences through community channels:

GitHub Issues

• Purpose: Report bugs, request features
• Link: github.com/geek-fun/serverlessinsight/issues
• Response time: 1-3 business days
• Language: English / Chinese

GitHub Discussions

• Purpose: Ask questions, discuss best practices
• Link: github.com/geek-fun/serverlessinsight/discussions
• Response time: 1-5 business days
• Language: English / Chinese

Social Media

• Twitter: @Blankll31075

  • Latest updates and announcements
  • Response time: 1-2 business days

• YouTube: GeekFun Club

  • Tutorial videos
  • Product demos
  • Best practice sharing

Email Support

• Email: support@geekfun.club
• Purpose: General inquiries, partnership discussions
• Response time: 2-5 business days

Commercial Support (Paid)

We offer professional support services for enterprise users:

Standard Support

• Hours: Business days 9:00-18:00 (Beijing time)
• Response time:
  • Critical issues: 4 hours
  • General issues: 24 hours
• Includes:
  • Priority technical support
  • Remote issue diagnosis
  • Configuration optimization advice
  • Regular health checks

Advanced Support

• Hours: 24/7
• Response time:
  • Critical issues: 1 hour
  • General issues: 8 hours
• Includes:
  • Everything in Standard Support
  • Dedicated support engineer
  • Emergency on-site support (optional)
  • Customized training
  • Architecture review and optimization

Enterprise Support

• Hours: 24/7
• Response time:
  • Critical issues: 30 minutes
  • General issues: 4 hours
• Includes:
  • Everything in Advanced Support
  • Dedicated customer success manager
  • Regular on-site technical support
  • Custom development and integration
  • SLA guarantees

Support Scope

What We Cover

✅ ServerlessInsight Product

• Installation and configuration
• Feature usage guidance
• Bug reporting and fixes
• Best practice guidance
• Performance optimization advice

✅ Integration Support

• CI/CD integration
• Cloud provider service integration
• Third-party tool integration

✅ Architecture Consulting

• Serverless architecture design
• Cost optimization
• High availability solutions
• Security configuration guidance

What We Don't Cover

❌ Cloud Provider Platform Issues

• Cloud provider API failures
• Cloud platform configuration problems
• Cloud provider billing issues

❌ Custom Code Issues

• Business logic errors
• Custom code debugging
• Third-party library issues

❌ Unofficial Versions

• Modified versions of ServerlessInsight
• Outdated CLI versions (use latest version recommended)

Issue Severity

To handle your issues efficiently, we classify them as follows:

P0 - Critical

Definition: System completely unavailable, core functionality broken

Examples:

• Cannot deploy any resources
• All functions fail to execute
• Data loss or corruption

Response time:

• Commercial support: 30 minutes - 4 hours
• Community support: Best effort

P1 - High

Definition: Major functionality affected, with workaround available

Examples:

• Partial resource deployment failures
• Severe performance degradation
• Important feature unavailable

Response time:

• Commercial support: 1-8 hours
• Community support: 1-3 business days

P2 - Medium

Definition: Functionality partially affected, core business not impacted

Examples:

• Non-core feature anomalies
• Configuration issues
• Usage questions

Response time:

• Commercial support: 8-24 hours
• Community support: 2-5 business days

P3 - Low

Definition: Minor issues, no usage impact

Examples:

• Documentation errors
• Display issues
• Feature suggestions

Response time:

• Commercial support: 24-72 hours
• Community support: 5-10 business days

Best Practices for Getting Help

1. Before Asking

Prepare the following information:

Basic Info:

• ServerlessInsight CLI version (si --version)
• Node.js version (node --version)
• Operating system and version
• Cloud provider and region

Problem Description:

• Clear description of the problem
• Expected vs actual behavior
• Frequency of occurrence
• Recent configuration changes

Reproduction Steps:

• Detailed reproduction steps
• Relevant configuration (redact sensitive info)
• Error logs (enable with SI_DEBUG=true)

2. Providing Logs

Enable debug mode for detailed logs:

# Set environment variable
export SI_DEBUG=true

# Or use command-line flag
si deploy --stage dev --debug

3. Protecting Sensitive Info

When sharing configuration and logs:

• ❌ Never share AccessKey/SecretKey
• ❌ Never share passwords or tokens
• ❌ Never share personal private information
• ✅ Use placeholders for sensitive values
• ✅ Use .env files to manage secrets

4. Effective Communication

Good question example:

Title: Function creation fails when deploying to cn-hangzhou

Environment:

• ServerlessInsight CLI version (output of si --version)
• Node.js: 18.16.0
• Cloud provider: Alibaba Cloud cn-hangzhou

Problem: Running si deploy --stage dev fails with "Insufficient permissions" when creating functions

Tried:

1. Confirmed RAM user has AliyunFCFullAccess permission
2. Verified AccessKey is correct
3. Recreated stack, same issue

Config snippet:

provider:
  name: aliyun
  region: cn-hangzhou
functions:
  my_fn:
    name: my-fn
    code:
      runtime: nodejs18
      handler: index.handler
      path: artifacts/my-fn.zip

Error log: [attached full log]

Poor question example:

Title: Deployment failed, urgent!

Body: It won't deploy, there's an error, what do I do?

Training Services

We offer training courses for different roles:

Developer Training

• Duration: 1-2 days
• Content:
  • ServerlessInsight basics
  • Local development and debugging
  • Function writing best practices
  • Hands-on exercises

Operations Training

• Duration: 1 day
• Content:
  • Deployment and release processes
  • Monitoring and log management
  • Troubleshooting
  • Cost optimization

Architect Training

• Duration: 2-3 days
• Content:
  • Serverless architecture design
  • High availability solutions
  • Security and compliance
  • Performance optimization

Formats: Live online, on-site, recorded videos

Contact: training@geekfun.club

Consulting Services

We offer professional serverless architecture consulting:

Services

1. Architecture Assessment

   • Current architecture analysis
   • Improvement recommendations
   • Cost-benefit analysis

2. Migration Support

   • Migrate from traditional architecture to serverless
   • Migrate from other serverless frameworks
   • Data migration planning

3. Performance Optimization

   • Bottleneck analysis
   • Optimization implementation
   • Results validation

4. Security Audit

   • Security configuration review
   • Vulnerability scanning
   • Hardening recommendations

Consulting Process

1. Requirements - Understand your needs and goals
2. Assessment - Analyze current systems
3. Design - Create optimization plans
4. Implementation - Support deployment
5. Validation - Verify improvements
6. Optimization - Continuous iteration

Contact: consulting@geekfun.club

Feedback

We value your feedback to improve the product:

How to Submit

• Feature requests: GitHub Discussions
• Bug reports: GitHub Issues
• Email feedback: feedback@geekfun.club

Process

1. Receive - We get your feedback
2. Triage - Assigned to appropriate team
3. Evaluate - Priority and feasibility assessment
4. Schedule - Added to development plan
5. Implement - Development and testing
6. Respond - We update you on the outcome

Service Hours

Community Support

• Hours: 24/7 (volunteer response times may vary)
• Channels: GitHub, Twitter, Email

Commercial Support

• Standard: Business days 9:00-18:00 (Beijing time)
• Advanced/Enterprise: 24/7

Holidays

• Chinese public holidays may have slower response
• Critical issues (P0) are not affected by holidays

Contact Us

Department	Email	Purpose
Technical Support	support@geekfun.club	General technical inquiries
Sales	sales@geekfun.club	Commercial support and training
Training	training@geekfun.club	Course registration
Consulting	consulting@geekfun.club	Architecture consulting
Product Feedback	feedback@geekfun.club	Suggestions and feedback
Partnerships	partnership@geekfun.club	Business partnerships

Service Level Agreement (SLA)

For commercial support customers, we provide the following SLA commitments:

Availability

Support Level	Availability	Service Credit
Standard	99%	10% credit if not met
Advanced	99.5%	25% credit if not met
Enterprise	99.9%	50% credit if not met

Response Time

Severity	Standard	Advanced	Enterprise
P0	4 hours	1 hour	30 minutes
P1	24 hours	8 hours	4 hours
P2	72 hours	24 hours	8 hours
P3	5 business days	72 hours	24 hours

Escalation

If an issue isn't resolved within the committed time, it's automatically escalated:

1. L1 Support - Technical support engineer
2. L2 Support - Senior engineer / technical expert
3. L3 Support - Product manager / engineering team
4. Management - Customer success manager / director

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We are committed to providing the best support experience. Contact us anytime!