Support
This SLA outlines the support and feature request processes for the Maersk Design System.
We aim to ensure prompt, transparent, and efficient communication while maintaining a collaborative workflow.
How to get support
To ensure efficient support and resolution of issues, we recommend the following steps:
- Raise bugs and feature requests in GitHub Issues.
- Provide clear and concise descriptions of the issue or request and impact.
- Include relevant screenshots, code snippets, or other supporting materials.
- Respond promptly to requests for additional information or clarification.
Following these guidelines and using GitHub Issues ensures we can provide productive and timely support.
Support channels
Primary channel: GitHub Issues
The primary channel for support is via GitHub Issues.
We strongly encourage raising bugs and feature requests as GitHub issues. This allows for transparent tracking, assignment, and resolution.
If you need help creating a GitHub account, follow the guide below or contact the Maersk Design System team directly.
If you do not already have access to GitHub Issues, then follow the following steps:
- Create a GitHub account if you already don’t have one using your Maersk email.
- Read the instructions on how to use the DevOps and Tooling teams chatbot.
- Use the chatbot to get access to GitHub Maersk Org.
Alternative channels
You may use our MS Teams bot. The bot will automatically create a GitHub issue on your behalf. However, you won’t be able to track updates or discussions through Teams once submitted.
You can also contact us directly via MS Teams.
We will always prioritise directly raised GitHub issues over alternative support channels.
Response times
The availability of the Maersk Design System team and response times fall within our core business hours of 9 AM to 5 PM, Monday to Friday CET.
The following response times apply to GitHub Issues:
- Bug reports: triaged within one working day*
- Feature requests: triaged within one week**
Expect an initial response within three to five working days via our alternative support channels.
* Triaging bugs involves reviewing the issue, assessing severity, prioritising and providing an initial response. We reserve the right to request additional information if we cannot understand or replicate the bug.
** Triaging feature requests involves reviewing the request and prioritising based on business value, complexity and alignment with the product roadmap.
Resolution times
The resolution time for bugs and feature requests will vary depending on priority and complexity. The team aim to provide regular updates on the status of issues and estimated resolution times.