Support Policy

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

Response Time Expectations (SLA)

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

Supported Platforms

• Windows: Windows 10+ (x64)
• macOS: macOS 12+ (Apple Silicon and Intel)
• Linux: Experimental. CI builds an AppImage and the community tests it. It ships without the bundled player (no mpv binary is pinned for Linux). Report issues, but they are not guaranteed a fix.

A platform is supported when CI tests it and it is recommended for everyday use. It is experimental when it may work but is not guaranteed. Anything else is unsupported: not tested, use at your own risk.

Running From Source

To run CuePoint from source or use the CLI, you need Python 3.11 or newer. CI tests Python 3.11 and 3.12 on Windows, macOS and Linux; .python-version pins the version used for development. Older Pythons are not supported.

What CI Tests

• desktop-electron.yml builds and tests the desktop app on ubuntu-latest, windows-latest and macos-latest.
• release-gates.yml runs the unit and integration tests on the same three systems with Python 3.11 and 3.12.
• test.yml runs the test suite, lint and type checks.

Before each major release, the full suite runs on every supported OS. New OS versions and new Rekordbox versions are checked when they ship: run the integration tests with sample XML, then update this page and the Rekordbox Compatibility Matrix, and add the change to the release notes.

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). The Rekordbox Compatibility Matrix lists the versions that are supported and experimental.

File Size Guidance

• Recommended XML export size is <= 100MB.
• CuePoint rejects an XML export larger than 100 MiB (104,857,600 bytes); it does not parse it. Exports close to the limit 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 > Troubleshooting > 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. CLI: python main.py --export-support-bundle writes the same bundle. 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