Beta Support Policy

This support policy explains how beta inquiries should be routed and what diagnostic information should remain under the author's control.

1. Support Channels & Coordinates

During Beta, support is handled directly by email:

• Contact: contact@nyxevo.com
• Response baseline: Response times are not guaranteed during Beta. Workspace corruption, auto-update failures, and installer problems should be marked clearly in the subject line.

2. Public Beta Support Workflow

Public Beta support requests should be triaged into a small set of recoverable buckets before any diagnostic package is requested:

• Install or Gatekeeper: installer download, quarantine prompts, first launch, or macOS security friction.
• Update or rollback: update check failure, version mismatch, wrong update source, or a paused release.
• Workspace recovery: project open failure, save failure, import failure, or export failure with a fresh-project reproduction check first.
• Feedback handling: written feedback and explicit diagnostics exports stay separate; support should not request manuscript text, connection keys, passwords, or full local paths by default.

3. How to Report a Workspace Issue

When reporting a problem, providing specific details helps us trace the root cause faster. If possible, please include:

1. Your operating system version (e.g., macOS Sonoma) and system architecture (e.g., Apple M2).
2. The version of Palim you are running (visible in the "About Palim" desktop menu).
3. A clear description of the actions that triggered the error.
4. Whether the issue is reproducible in a fresh, empty workspace project.

4. Diagnostic Packages & Log Privacy

Beta builds may include an explicit support export. The package is limited to a manifest, version details, low-content current focus ids and state, health counters, redacted AI settings, activity counts, and redacted desktop status.

• Include the Palim version, operating system, and steps that triggered the issue.
• Do not send manuscript text, source files, access keys, passwords, or service credentials.
• The support export must exclude manuscript text, local paths, raw logs, connection secrets, runtime credentials, and full configuration files.

We will not ask for full manuscripts as a default support step. If a formatting issue requires a sample, share the smallest excerpt you are comfortable disclosing.

5. No Remote Access

Do not grant remote control access, disclose service passwords, or send access keys in support email. Please safeguard credentials at all times.

6. Download & Installation Status

The beta installer, updater feed, artifact signature, checksum, release notes, and rollback boundary are published. This Beta build is not Developer ID signed or notarized yet, so macOS may show Gatekeeper or quarantine prompts.