Contact Policy

ESTABLISHING COMMUNICATION STANDARDS AND CHANNELS FOR ORGANISATIONAL INTERACTIONS

INTRODUCTION AND LEGAL FRAMEWORK

Policy Overview

This Contact Policy (“Policy”) establishes our communication standards, channels, and expectations for all interactions with our organisation. This Policy operates within our comprehensive legal and policy framework, incorporating our Terms of Service, Privacy Policy, Community Code of Conduct, and all applicable legal protections by reference.

Legal Framework Integration

IMPORTANT: All communications are subject to our Limitation of Liability and Indemnification Policy, Community Code of Conduct, and applicable legal frameworks. By engaging in communication with us, you acknowledge and agree to comply with all relevant policies. Comprehensive warranty disclaimers and liability limitations are set forth in our Limitation of Liability and Indemnification Policy, which is incorporated herein by reference.

Scope of Application

This Policy applies to: (a) All communications with SpellWare (“we,” “us,” “our,” or “the Company”); (b) All communication channels, platforms, and methods used to contact our organisation; (c) All support requests, inquiries, and interactions with our team; (d) All public and private communication channels operated by our organisation.

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Tip

We maintain a full list of all officially-owned social media accounts. You can view those accounts at https://cdn.spellware.dev/socials.txt.

Verification Instructions

To verify the authenticity of that document, grab our SSH key from https://git.spellware.dev/naomi.keys and save it locally. ADD [email protected] TO THE BEGINNING OF THIS SIGNATURE FILE. It should look like [email protected] ssh-rsa <key string>.

Save the list of socials locally.

Copy and save this signature locally:

-----BEGIN SSH SIGNATURE-----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-----END SSH SIGNATURE-----

Then run:

ssh-keygen -Y verify -f /path/to/saved/key -I [email protected] -n socials -s /path/to/saved/signature < /path/to/saved/list

1. Support and Communication Channels

1.1. Public Support Channels

We offer FREE support through several PUBLIC channels, including:

• Public Repository Issues
• Discord server

These channels are ideal for:

• General inquiries about our projects
• Bug reports and feature requests
• Community discussions and knowledge sharing
• Open-source collaboration opportunities

1.2. Private Support Options

While we encourage the use of public channels, we understand that some situations may require private communication. Please note:

• Private support is a premium service and may be subject to fees.
• We reserve the right to invoice you for private support services.
• Billing is based on the anticipated workload for your query.
• Responses to private queries will be provided only after invoice payment is confirmed.

To request private support, please contact us through [email protected].

1.3. Engagement Opportunities

Our platforms offer various ways to engage with our projects and community:

• Request support for technical issues
• Express interest in contributing to our open-source projects
• Seek mentorship in software development
• Participate in casual discussions with our team and community members

1.4. Contact Form

We offer a contact form for direct, low-priority communication requests.

It is often faster to reach out through one of the below platforms, and best to consider this contact form as a backup in the event of a severe outage.

2. COMMUNICATION PLATFORMS

2.1. Discord

Our Discord server allows for both quick and in-depth communication.

• Join Link: https://chat.spellware.dev
• Features:
  • Quick response times
  • Community powered support
• Best for: Support queries

2.2. Code Repositories

Our code is hosted on GitHub. Anyone may open an issue on our public repositories, and write access is only granted to Team members (volunteers) and Staff (paid employees).

• Link: https://github.com/spellware
• Features:
  • Issue tracking
  • Source code for our products
• Best for: Viewing source code and documentation
• Bug Reports and Feature Requests: To report bugs or request features, please use our Discord forum channels:
  • #bug-reports for bug reports
  • #feature-requests for feature requests

2.3. Etiquette and Best Practices

• Please be respectful and follow the community guidelines on all platforms.
• Use appropriate channels or rooms for your queries to ensure the fastest response.
• Before asking a question, check if it has been answered in pinned messages or FAQs.
• When seeking help, provide as much relevant information as possible.

3. ANNOUNCEMENTS AND UPDATES

3.1. Announcements Page

We have a dedicated page where we post all of our organisational updates.

• URL: https://hikari.spellware.dev/announcements
• Nature: You can reply to announcement threads to discuss the announcement.
• Content:
  • Project updates and new releases
  • Important community announcements
  • Event notifications
  • Major policy changes
• Best for: Comprehensive, detailed announcements and long-form updates

3.2. Blog

Our blog contains articles on software engineering, communities and careers, including the learning articles that used to live on our learn site.

• URL: https://mktg.spellware.dev/blog
• Nature: This blog is read-only.
• Content:
  • Articles and tutorials
  • Insight into how we work and the decisions we make
• Best for: People who want to learn from our work and understand the team behind SpellWare.

3.3. Interacting with Announcements

All of our announcements are read-only, but you can discuss them in any of our platforms mentioned in Section 2.

3.4. Historical Announcements

All announcements on our board are archived and remain accessible for future reference.

4. PROFESSIONAL ENGAGEMENT AND PORTFOLIO

4.1. LinkedIn Profile

LinkedIn serves as our primary professional networking platform.

• Profile URL: https://linkedin.com/in/naomi-lgbt
• Purpose:
  • Professional networking
  • Career history and accomplishments
  • Skills endorsements and recommendations
• Best for:
  • Potential employers or clients
  • Professional collaborators
  • Industry peers

4.1.1. Connecting on LinkedIn

When sending a connection request, please include a brief message explaining your interest. We typically respond to LinkedIn messages within 7-10 business days.

4.2. Professional Inquiries

When reaching out for professional reasons, please consider the following:

• Clear Purpose: State the reason for your contact (e.g., job opportunity, collaboration, consultation).
• Relevant Background: Provide brief context about yourself or your company.
• Specific Questions: If you have particular queries, include them in your initial message.

4.3. Services

If you’re interested in hiring us to perform some work for you, fill out the form at https://mktg.spellware.dev/hire.

4.4. Speaking Engagements and Events

If you’re interested in having us speak at your event or contribute to your publication, fill out the form at https://mktg.spellware.dev/events.

4.5. Keeping Professional Connections Updated

We regularly update our professional profiles with new projects, skills, and achievements. Follow us on these platforms to stay informed about our professional journey and potential opportunities for collaboration.

5. EMAIL COMMUNICATION

We offer several email addresses for specific types of inquiries. Please use the appropriate email address to ensure your message reaches the right team and receives the most efficient response.

5.1. General Inquiries

• Email: [email protected]
• Use for:
  • General questions about our services or projects
  • Partnership or collaboration proposals
  • Media or press inquiries
  • Any queries that don’t fit other categories

5.2. Billing and Financial Matters

• Email: [email protected]
• Use for:
  • Questions about payments or invoices
  • Inquiries about outstanding balances
  • Refund requests
  • Updating billing information

5.3. Technical Support

Preferred Method

We encourage you to use the #product-support forum channel in our Discord community for support inquiries. This allows for public discussion and faster responses. If you need to share sensitive information, contact us via email for complete confidentiality.

• Discord Forum: #product-support (preferred for most inquiries)
• Email: [email protected]
• Use for:
  • Assistance with using our software or services
  • Reporting bugs or technical issues
  • Documentation clarifications

5.4. Privacy Concerns

Preferred Method

We encourage you to use our Privacy Request Form for privacy-related requests: https://mktg.spellware.dev/privacy

This form helps ensure we collect all necessary information to process your request efficiently and in compliance with applicable data protection laws.

• Privacy Request Form (Preferred): https://mktg.spellware.dev/privacy
• Email: [email protected] (for general privacy questions or if you prefer email)
• Use for:
  • Questions about our privacy policy
  • Requests for data access or deletion
  • Reporting potential privacy breaches
  • Opting out of data collection (where applicable)

5.5. Security Matters

Preferred Method

We encourage you to use our Security Vulnerability Report Form for reporting security vulnerabilities: https://mktg.spellware.dev/security

This form helps ensure we collect all necessary information to investigate and address security issues efficiently and securely.

• Security Vulnerability Report Form (Preferred): https://mktg.spellware.dev/security
• Email: [email protected] (for general security questions or if you prefer email)
• Use for:
  • Reporting security vulnerabilities
  • Questions about our security practices
  • Concerns about potential security breaches

5.6. Legal Inquiries

Please send legal inquiries by email, and avoid sharing legal matters in public channels.

• Email: [email protected]
• Use for:
  • Legal questions or concerns
  • Copyright or trademark issues
  • Requests for legal documentation
  • Formal notices or communications

5.7. Feedback and Suggestions

• Email: [email protected]
• Use for:
  • Providing feedback on our work or projects
  • General feedback about our community, services, events, and initiatives
  • Suggestions about community policies and governance
  • Reporting accessibility barriers and suggesting improvements
  • Suggesting improvements or new features
  • Sharing your experience with our services
  • Offering ideas for future developments

5.8. Press/Media Inquiries

• Email: [email protected]
• Use for:
  • Requesting comment regarding news
  • Scheduling interviews for your media outlet
  • Attribution requests in academic articles

5.9. Event Requests

• Email: [email protected]
• Use for:
  • Requesting our appearance at your event
  • Speaking engagement opportunities
  • Workshop or training session requests
  • Event sponsorship inquiries

5.10. Marketing Inquiries

• Email: [email protected]
• Use for:
  • Marketing collaboration proposals
  • Brand partnership opportunities
  • Advertising inquiries
  • Content licensing requests

5.11. Career Information

• Email: [email protected]
• Use for:
  • Sending your resume to inquire about opportunities to work with us
  • Questions about open positions
  • Inquiries
  • Following up on job applications

5.12. Partnerships

• Email: [email protected]
• Use for:
  • Requesting a collaboration between our organisation and yours
  • Sponsorship opportunities for our work
  • Brand ambassador programmes
  • Product placement or sponsored content inquiries

5.13. Email Communication Guidelines

• Subject Line: Please use a clear, concise subject line that summarises your inquiry.
• Content: Provide all relevant details in your initial email to expedite the response process.
• Attachments: If sending attachments, please mention them in the email body and ensure they are in common file formats.
• Response Time: We aim to respond to all emails within 7-10 business days. Complex inquiries may require additional time.
• Follow-ups: If you haven’t received a response after 10 business days, feel free to send a polite follow-up.

5.14. Email Privacy and Security

Reference to Comprehensive Privacy Framework: Detailed privacy protections, data handling procedures, and security measures are set forth in our Privacy Policy, which is incorporated herein by reference.

All email communications are treated as confidential and subject to our comprehensive privacy protections.

We do not share your email address or the content of your messages with third parties except as outlined in our Privacy Policy, including:

• When required by law or legal process
• As part of public safety measures related to Code of Conduct violations
• As necessary for service provision and technical operations

5.15. Spam and Unsolicited Emails

We have a strict no-spam policy. If you receive any unsolicited emails claiming to be from us, please report them to [email protected].

By using the appropriate email address for your inquiry, you help us provide you with the most efficient and accurate response possible. If you’re unsure which email to use, feel free to send your inquiry to [email protected], and we’ll direct it to the appropriate team.

5.16. Acceptable Use and Consequences

We are committed to maintaining a respectful and productive communication environment. To ensure this:

• All email communications should be professional and respectful.
• Harassment, threats, or abusive language will not be tolerated.
• Spam or excessive unsolicited emails are prohibited.
• Attempting to use our email system for malicious purposes (e.g., phishing, spreading malware) is strictly forbidden.

Attention!

Abuse of our email system or violation of these guidelines will result in your email address being blocked from sending communications to any of our addresses. This block may be temporary or permanent, depending on the severity and frequency of the abuse.

If you believe your email has been blocked in error, please contact us through an alternative method listed in this document to request a review of the situation.

We reserve the right to report serious abuses to relevant authorities if necessary.

By communicating with us via email, you agree to adhere to these guidelines and understand the consequences of misuse.

6. DIRECT MESSAGES

6.1. Direct Message Policy

We offer direct messaging as a private, personalised communication channel. However, to manage our time effectively and ensure the highest quality of service, direct messages are the lowest priority of communication. Instead, we strongly encourage you to reach out via our Discord community.

6.2. Purpose and Use

Direct messages should be used for:

• Urgent matters that cannot be addressed through public channels
• Sensitive information that shouldn’t be shared publicly
• Personalised support or consultation requests

6.3. Response Time

• We aim to respond to direct messages within 5-7 business days.
• Complex inquiries may require additional time, which will be communicated to you.

6.4. Appropriate Use

• Direct messages should be used responsibly and for legitimate purposes only.
• Abusive, harassing, or spam messages will not be tolerated and may result in blocking or reporting to the platform.

6.5. Alternatives

We encourage users to consider the following alternatives before sending a direct message:

• Use our public support channels for general inquiries (see Section 1.1)
• Check our FAQ or documentation for commonly asked questions
• Post in our Discord community forum channels for non-urgent matters

6.6. Consent and Acknowledgment

By sending a direct message, you acknowledge that you have read and agreed to this Policy.

IMPORTANT: While we value direct communication, we strongly encourage the use of our public channels whenever possible to foster community engagement and shared learning. Direct messages are the lowest priority communication channel and may experience significant response delays.

7. RESPONSE TIME GUIDELINES

7.1. Standard Response Times

All inquiries and communications are handled with a standard response time of 7-10 business days. This applies to:

• General inquiries and questions
• Support requests
• Policy clarification requests
• Programme-related inquiries
• Technical support requests
• Security reports
• Content reports and moderation appeals
• All other communications

7.2. Business Days Definition

Business days are defined as Monday through Friday, excluding weekends and holidays. Response times are calculated from the time your message is received during business hours.

7.3. Complex Inquiries

Complex inquiries may require additional time beyond the standard 7-10 business days. In such cases, we will acknowledge your inquiry within the standard timeframe and provide an estimated completion date.

7.4. Follow-Up Communications

If you have not received a response after 10 business days, you may send a polite follow-up. Please avoid sending multiple follow-ups at shorter intervals, as this may delay response processing.

8. LIMITATION OF LIABILITY AND DISCLAIMERS

8.1. Reference to Comprehensive Liability Framework

IMPORTANT: Comprehensive liability limitations, damage exclusions, and maximum liability caps are set forth in our Limitation of Liability and Indemnification Policy, which is incorporated herein by reference and governs all matters related to communications and contact with our organisation.

8.2. Communication-Specific Disclaimers

Additional Limitations: (a) We are not liable for delays, failures, or errors in communication delivery or processing; (b) We do not guarantee response times or availability of any communication channel; (c) We are not responsible for third-party platform failures or communication service interruptions; (d) Our liability is limited to the maximum extent permitted by applicable law.

9. CONTACT INFORMATION AND SUPPORT

9.1. General Contact

For general inquiries about this Policy or our communication channels:

Email: [email protected]

Discord Community: https://chat.spellware.dev

Response Time: Within 7-10 business days for general inquiries

9.2. Policy Questions

For questions about this Contact Policy:

Email: [email protected]

Subject Line: Contact Policy Inquiry - [Brief Description]

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This Contact Policy establishes the terms and standards governing all communications with our organisation. By engaging in communication with us, you acknowledge that you have read, understood, and agree to comply with this Policy and all incorporated legal frameworks. For questions about this Policy, please contact us at [email protected].