Add complete community documentation
- README.md: Product overview + issue tracker landing - SECURITY.md: Responsible disclosure policy - CODE_OF_CONDUCT.md: Community guidelines - CONTRIBUTING.md: How to contribute - SUPPORT.md: Comprehensive support guide - Issue templates: Bug, feature, support, docs, security All references updated to evercatch.dev domain.
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SUPPORT.md
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# Getting Support
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Need help with Evercatch? We're here for you! 🙋
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---
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## 🚀 Quick Links
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- 📚 **Documentation**: [docs.evercatch.dev](https://docs.evercatch.dev)
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- 🔍 **API Reference**: [docs.evercatch.dev/api](https://docs.evercatch.dev/api)
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- 📊 **Status Page**: [status.evercatch.dev](https://status.evercatch.dev)
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- 🗺️ **Roadmap**: [roadmap.evercatch.dev](https://roadmap.evercatch.dev)
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- 📝 **Changelog**: [changelog.evercatch.dev](https://changelog.evercatch.dev)
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---
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## 📚 Self-Service Resources
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**Before contacting support, try these:**
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### Documentation
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- [Getting Started Guide](https://docs.evercatch.dev/getting-started)
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- [Integration Guides](https://docs.evercatch.dev/integrations)
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- [API Reference](https://docs.evercatch.dev/api)
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- [Troubleshooting](https://docs.evercatch.dev/troubleshooting)
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- [FAQ](https://docs.evercatch.dev/faq)
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### Common Issues
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- [Webhook not being received?](https://docs.evercatch.dev/troubleshooting/webhook-not-received)
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- [Forwarding failed?](https://docs.evercatch.dev/troubleshooting/forwarding-failed)
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- [Rate limited?](https://docs.evercatch.dev/troubleshooting/rate-limits)
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- [Authentication errors?](https://docs.evercatch.dev/troubleshooting/auth-errors)
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---
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## 💬 Community Support
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**Free for all users**
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### Issue Tracker
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Search or create issues for:
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- 🐛 [Bug Reports](../../issues?q=label%3Abug)
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- ✨ [Feature Requests](../../issues?q=label%3Afeature)
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- ❓ [Questions](../../issues?q=label%3Aquestion)
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**[→ Search Issues](../../issues)** · **[→ Ask a Question](../../issues/new?template=support_request.md)**
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### Community Forum
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- Ask questions
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- Share tips and tricks
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- Connect with other users
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- **[→ Join Community](https://community.evercatch.dev)**
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---
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## 📧 Email Support
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### General Support
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**Email:** [support@evercatch.dev](mailto:support@evercatch.dev)
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**Response times by tier:**
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- **Sandbox**: 3-5 business days
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- **Indie**: 2-3 business days
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- **Studio**: 1-2 business days
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- **Enterprise**: 4 hours (SLA)
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**What to include:**
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- Your account email or user ID
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- Subscription tier
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- Clear description of the issue
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- Steps to reproduce
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- Event IDs or timestamps (if applicable)
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- What you've already tried
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### Billing Support
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**Email:** [billing@evercatch.dev](mailto:billing@evercatch.dev)
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For questions about:
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- Invoices and receipts
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- Payment methods
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- Subscription changes
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- Overage charges
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- Refund requests
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**Response time:** 1-2 business days
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### Account Issues
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**Email:** [accounts@evercatch.dev](mailto:accounts@evercatch.dev)
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For issues with:
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- Login problems
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- Password resets
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- Email changes
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- Account deletion
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- Data exports
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**Response time:** 1 business day
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---
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## 🚨 Urgent Issues
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### Service Outage
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1. Check [status.evercatch.dev](https://status.evercatch.dev)
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2. Subscribe to status updates
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3. Email [urgent@evercatch.dev](mailto:urgent@evercatch.dev) (Enterprise only)
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### Security Vulnerability
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**DO NOT use public support channels**
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**Email:** [security@evercatch.dev](mailto:security@evercatch.dev)
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See [SECURITY.md](SECURITY.md) for full policy.
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---
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## 🏢 Enterprise Support
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**For Enterprise customers only**
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### Dedicated Support
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- 🎯 Dedicated Slack channel
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- 📞 Phone support
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- ⚡ 4-hour response SLA
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- 🔧 Custom integration help
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- 📊 Quarterly business reviews
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### Contact Your Team
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- **Account Manager**: Your dedicated contact
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- **Enterprise Support**: [enterprise@evercatch.dev](mailto:enterprise@evercatch.dev)
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- **Slack**: #evercatch-yourcompany (invite sent on onboarding)
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---
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## 📞 Contact Methods by Issue Type
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| Issue Type | Best Channel | Response Time |
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|------------|--------------|---------------|
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| Bug Report | [Issue Tracker](../../issues/new?template=bug_report.md) | 24-48 hours |
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| Feature Request | [Issue Tracker](../../issues/new?template=feature_request.md) | Review within 1 week |
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| How-to Question | [Documentation](https://docs.evercatch.dev) or [Support Email](mailto:support@evercatch.dev) | Varies by tier |
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| Billing | [billing@evercatch.dev](mailto:billing@evercatch.dev) | 1-2 business days |
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| Account Issue | [accounts@evercatch.dev](mailto:accounts@evercatch.dev) | 1 business day |
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| Service Outage | [Status Page](https://status.evercatch.dev) | Real-time updates |
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| Security | [security@evercatch.dev](mailto:security@evercatch.dev) | 24 hours |
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| Enterprise | Slack or [enterprise@evercatch.dev](mailto:enterprise@evercatch.dev) | 4 hours (SLA) |
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---
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## 🎓 Learning Resources
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### Video Tutorials
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- [Getting Started (5 min)](https://evercatch.dev/tutorials/getting-started)
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- [Setting up Stripe Webhooks (3 min)](https://evercatch.dev/tutorials/stripe-setup)
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- [Event Replay (4 min)](https://evercatch.dev/tutorials/event-replay)
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### Blog Posts
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- [Best Practices for Webhook Reliability](https://blog.evercatch.dev/webhook-reliability)
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- [Debugging Failed Webhooks](https://blog.evercatch.dev/debugging-webhooks)
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- [Scaling Webhook Infrastructure](https://blog.evercatch.dev/scaling-webhooks)
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### Integration Guides
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- [Stripe](https://docs.evercatch.dev/integrations/stripe)
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- [SendGrid](https://docs.evercatch.dev/integrations/sendgrid)
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- [GitHub](https://docs.evercatch.dev/integrations/github)
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- [Shopify](https://docs.evercatch.dev/integrations/shopify)
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- [More...](https://docs.evercatch.dev/integrations)
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---
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## 💡 Tips for Better Support
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### Before Contacting Us
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1. ✅ Check the [Status Page](https://status.evercatch.dev)
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2. ✅ Search [existing issues](../../issues)
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3. ✅ Review [documentation](https://docs.evercatch.dev)
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4. ✅ Gather relevant information (event IDs, timestamps)
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### When Contacting Us
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1. ✅ Use descriptive subject lines
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2. ✅ Include your subscription tier
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3. ✅ Provide steps to reproduce
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4. ✅ Share error messages or screenshots
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5. ✅ Tell us what you've already tried
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6. ❌ Don't include API keys or secrets
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### Follow-Up
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1. ✅ Respond promptly to our questions
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2. ✅ Test suggested solutions
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3. ✅ Confirm when issue is resolved
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4. ✅ Share feedback on the support experience
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---
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## 🌟 Other Ways to Get Help
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### Twitter
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- Tweet [@evercatch](https://twitter.com/evercatch)
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- DM us for quick questions
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- Not for urgent issues
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### Newsletter
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- Monthly tips and best practices
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- **[Subscribe](https://evercatch.dev/newsletter)**
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### Office Hours (Enterprise Only)
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- Monthly video call with product team
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- Q&A and roadmap discussions
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---
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## 🗺️ Support Roadmap
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**Coming Soon:**
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- 💬 Live chat support (Studio+)
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- 📞 Phone support (Enterprise)
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- 🎥 Expanded video library
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- 🤖 AI-powered docs search
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- 🎓 Certification program
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**Want early access?** Email [beta@evercatch.dev](mailto:beta@evercatch.dev)
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---
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## ⭐ Help Us Improve
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**Had a great support experience?**
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- Leave us a review
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- Share on social media
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- Refer a friend
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**Support could be better?**
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- Email [feedback@evercatch.dev](mailto:feedback@evercatch.dev)
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- We read every message
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---
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<p align="center">
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<strong>We're here to help you succeed!</strong>
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<br/>
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<a href="mailto:support@evercatch.dev">Email Support</a> •
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<a href="https://docs.evercatch.dev">Documentation</a> •
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<a href="https://status.evercatch.dev">Status</a>
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</p>
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