[uniqueg]

Summary

Adds an org-wide SUPPORT.md (default community health file; repositories
don't override it), so GitHub shows support resources when someone opens an
issue:

• Where to go: Q&A on the discussion board, Slack, the issue forms of the
  affected repository, the security policy for vulnerabilities (never in
  public), email for anything else.
• Before you ask: read the repository's documentation, search issues and
  discussions.
• What to include: repository and version, what you tried, logs without
  secrets.
• What to expect: best-effort community support, no guaranteed response
  times, in English.

The README lists the guide with the other community health files and in its
Contributing section. The channels match the issue chooser's contact links
(#43), which link this guide for email contact.

Closes #44

Light lane

Docs only (one new Markdown file, two README lines), no logic: no reviewer
subagents; I reviewed the diff myself.

How it was verified

• pre-commit run --all-files (markdownlint, YAML and schema checks,
  gitleaks, shellcheck, actionlint): all passed.
• CI (Lint, Test, CodeQL, CI passed): passed.
• pre-commit run --all-files --hook-stage manual gitleaks-all: passed.
• No links to elixir-cloud-aai.github.io and no deprecated names in the
  changed files.

Declined review findings

• Sourcery, "private repositories lack default support": same wording as the merged org-wide CONTRIBUTING.md and SECURITY.md; GitHub only requires the .github repository to be public, and repositories do not add their own SUPPORT.md by design.

Fixed: Sourcery, "email questions are discouraged" (f84fd54: email also for questions that can not be asked in public).

Open questions

None.

🤖 Generated with Claude Code

[sourcery-ai]

Reviewer's Guide

Introduces an organization-wide SUPPORT.md with consistent guidance on where and how to request help, then exposes it through the README's community health file list and contribution guidance.

File-Level Changes

Change	Details	Files
Add an organization-wide support guide covering support channels, request preparation, and community expectations.	Direct users to discussions, Slack, repository issue forms, private security reporting, or email based on the request type. Document prerequisites and the repository/version, attempted steps, and sanitized logs to include in support requests. Set best-effort support expectations and English as the support language. Add canonical links for discussions, Q&A, and Slack.	SUPPORT.md
Link the new support guide from the repository README.	List the support guide with the other community health files. Reference the guide in the contribution and help guidance.	README.md

Possibly linked issues

• docs: add an org-wide support guide #44: The PR implements the issue proposal by adding the org-wide SUPPORT.md and linking it from README.

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[sourcery-ai]

Hey - I've found 2 issues

Prompt for AI Agents

Please address the comments from this code review:

## Individual Comments

### Comment 1
<location path="SUPPORT.md" line_range="3-5" />
<code_context>
+# Support
+
+This guide applies to every repository of
+[ELIXIR On-Cloud](https://github.com/elixir-cloud-aai); repositories don't
+have their own `SUPPORT.md`.
+
+## Where to go
</code_context>
<issue_to_address>
**Private repositories lack default support**

When the organization has private repositories, gitHub does not apply organization default community health files to private repositories, so those repositories do not receive this guide unless they add their own support file or link to it.

Scope the claim to public repositories or make the guide available to private repositories through repository-specific support files or another shared mechanism.
</issue_to_address>

### Comment 2
<location path="SUPPORT.md" line_range="9-17" />
<code_context>
+
+## Where to go
+
+- Questions and help with using our projects: the [Q&A][q-a] category of
+  our [discussion board][discussions].
+- Chat with the community: our [Slack][slack].
+- Bugs and feature requests: the issue forms of the affected repository.
+- Vulnerabilities: report them privately, as described in the
+  [security policy](https://github.com/elixir-cloud-aai/.github/blob/main/SECURITY.md),
+  **never** in public issues or discussions.
+- Anything else: email
+  [cloud-service@elixir-europe.org](mailto:cloud-service@elixir-europe.org).
+
+## Before you ask
</code_context>
<issue_to_address>
**Email questions are discouraged**

When someone looking for help reads both organization-wide guides, readers are directed to Q&A or Slack for questions, while email is reserved for “Anything else”; `CONTRIBUTING.md` explicitly lists email as a way to ask questions. This gives users conflicting guidance and discourages an established support channel.

Include email as a question-support channel in `SUPPORT.md`, or update `CONTRIBUTING.md` to make the intended policy consistent.
</issue_to_address>

Linked issues

#44 docs: add an org-wide support guide · 5 of 6 met

#	Requirement	Status	Notes
1	Add an org-wide SUPPORT.md that applies to repositories without their own support guide.	✅ Met	SUPPORT.md states that it applies across ELIXIR On-Cloud, and the README identifies it as an organization-wide community health file.
2	Direct users to the requested support channels.	✅ Met	The guide covers Q&A, Slack, repository issue forms, private vulnerability reports, and email for anything else.
3	Use the same channels as the issue chooser's contact links (#43).	🟡 Partly met	The guide lists the requested channels, but the existing issue chooser still directs questions to the deprecated contact page rather than linking to this guide.
4	Ask users to read the repository documentation and search issues and discussions first.	✅ Met	Both steps are in the “Before you ask” section.
5	Ask users to include the repository and version, what they tried, and logs or errors without secrets.	✅ Met	The “What to include” list covers these details.
6	Set expectations for best-effort community support, no guaranteed response times, and English.	✅ Met	All three expectations appear in the “What to expect” section.

Sourcery assessment

Approval pending. 2 findings to address first.

Blocking findings: SUPPORT.md:5, SUPPORT.md:17

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