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Support Policy

This page defines supported environments, support windows, and end-of-life (EOL) expectations.

Response Time Expectations (SLA)

Priority Description Response Target
P0 Crash, data loss, security vulnerability 24 hours
P1 Major functionality broken, no workaround 48 hours
P2 Minor issue, workaround exists 5 business days

For detailed triage and escalation procedures, see Support SLA and the Support SLA Playbook.

Supported Platforms

  • Windows: Windows 10+ (x64)
  • macOS: macOS 12+ (Intel and Apple Silicon)

Rekordbox Export Expectations

  • Format: Rekordbox XML export
  • Content: Playlists and track entries present in the XML
  • Version: Recent Rekordbox versions (exported using standard XML export)

File Size Guidance

  • Recommended XML export size is <= 100MB.
  • Larger exports are supported but may take longer to parse and process.

Update Cadence

  • Minor improvements and fixes are released regularly as needed.
  • Critical security fixes are targeted within 7 days of disclosure.

Support Window

  • The latest major release and the previous minor release are supported.

Support Diagnostics

When reporting issues, include a support bundle for faster resolution:

  1. Help > Support & Diagnostics > Export Support Bundle – Creates a ZIP with:

    • diagnostics.json – App version, OS, config summary
    • logs/ – Application logs
    • crashes/ – Crash logs (if any)
    • config.yaml – Sanitized configuration

  2. Report Issue – Opens GitHub with pre-filled version/OS; optionally generates a bundle to attach.

  3. CLI: Run ID and log path are printed at start and end. Use --debug for extra detail when reproducing.

Log Locations

  • Logs: ~/.cuepoint/logs/cuepoint.log (CLI) or app data Logs/ (GUI)
  • Crash logs: Logs/crashes/crash-YYYYMMDD-HHMMSS.log
  • Retention: 5 log files (5MB each), 10 crash files