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title Support
description Community support commitments, response times, and escalation paths for the Edge AI Accelerator project
author Edge AI Team
ms.date 2025-09-29
ms.topic reference
keywords
support
community support
response times
escalation
security vulnerabilities
contributing
microsoft support
estimated_reading_time 5

Thank you for using the Edge AI Accelerator project! This document explains how to get help with issues, questions, and contributions.

How to Get Support

Community Support

Edge AI is an open-source project maintained by Microsoft and community contributors. We provide community support through GitHub issue tracking with the following response commitments:

Priority Level Description Response Time Target
Security Vulnerability Security issues (see SECURITY.md) 24 hours (via MSRC)
Critical (Accessibility) Blocking accessibility issues 1-2 business days
Major (Accessibility) Significant accessibility issues 3-5 business days
General Issues & Questions Bug reports, feature requests, questions 48-hour (24x6) response window

Note: Response times indicate initial acknowledgment. Resolution time varies based on issue complexity and community availability.

Our Support Performance

We track our response time commitments publicly in our PR Analysis Dashboard. Recent performance:

  • 48-hour SLO Compliance: 87.5%-100% weekly compliance
  • Average PR Completion: 2.91 days
  • Fast Resolution: 43.8% of issues/PRs resolved in under 1 day

Filing Issues

General Issues, Bugs, and Feature Requests

  1. Search existing issues in our GitHub Issues
  2. Create a new issue if yours isn't already tracked: New Issue
  3. Provide details:
    • Clear description of the problem or request
    • Steps to reproduce (for bugs)
    • Expected vs. actual behavior
    • Environment details (OS, Azure region, component versions)

Security Vulnerabilities

Do not file security issues in GitHub.

If you believe you've found a security vulnerability:

  1. Report to the Microsoft Security Response Center (MSRC)
  2. Or email: secure@microsoft.com
  3. See our SECURITY.md for complete reporting instructions

We respond to security reports within 24 hours and follow coordinated disclosure practices.

Contributing

Before contributing code, please:

  1. Read our CONTRIBUTING.md guide
  2. Check for existing issues or create a new one
  3. Set up the DevContainer or Codespaces environment (recommended)
  4. Follow our code conventions and linting requirements

See CONTRIBUTING.md for the complete contribution workflow.

Microsoft Support Policy

Support for this project is limited to the community support described above. This is an open-source project and does not include enterprise-level SLA commitments.

For enterprise support related to Azure services used by Edge AI components (Azure IoT Operations, Azure Arc, Azure Kubernetes Service, etc.), please contact Azure Support.

Responsible AI

Microsoft is committed to responsible AI development. This project follows Microsoft's Responsible AI principles. For questions or concerns about AI ethics and responsible use, please contact opencode@microsoft.com.

Code of Conduct

This project follows the Microsoft Open Source Code of Conduct. For questions, see the Code of Conduct FAQ or contact opencode@microsoft.com.

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