Support¶
Last reviewed: 2026-08-22
How support works on Project NEXUS: the in-product report a member files, how it is triaged, and how to write back to them.
These pages are written for whoever runs support for a tenant community. They describe the platform and are deliberately free of any one operator's staffing, contacts or internal procedure — an operator's own escalation policy, safeguarding policy and reply templates belong in that operator's records, not here.
| Document | Purpose |
|---|---|
| SUPPORT-REPORTS.md | Reference for the in-product support_reports subsystem, its Sentry linkage, and its known gaps. |
| INTAKE-AND-TRIAGE.md | How-to for working a report: identifying the application, checking in cost order, and the admin actions that look routine and are not. |
| MEMBER-LANGUAGE.md | Writing to members — the vocabulary to avoid, and the scoped exception to this repository's technical register. |
Diátaxis roles¶
SUPPORT-REPORTS.md is reference. INTAKE-AND-TRIAGE.md and MEMBER-LANGUAGE.md are how-to guides.
Where support intersects the rest of the docs¶
| Topic | Page |
|---|---|
| Safeguarding, guardians and consent, as built | ../SAFEGUARDING-AND-CONSENT.md |
| Wallet, exchanges, transfers, reversals | ../modules/wallet-exchanges.md |
| Roles, tiers, and why a broker is not a junior admin | ../ROLES-AND-PERMISSIONS.md |
| Feature and module gating, admin surfaces | ../modules/admin.md |
| Production incident first response | ../RUNBOOK-INCIDENTS.md |
| Hosts, retired domains, blue/green deployment | ../DEPLOYMENT.md |
| GDPR handling and the enforced statutory deadline | ../modules/members-and-gdpr.md |
| Federation, and why external protocols answer 503 | ../FEDERATION_API_MANUAL.md |