Understand the customer support responsibilities split between app developers and illuminis for applications listed on the Developer Platform marketplace.
Customer support for applications on the illuminis Developer Platform follows a shared responsibility model. Both the developer and illuminis play defined roles in supporting end users, ensuring that customers receive timely and effective assistance regardless of the nature of their issue. Understanding this division helps developers plan their support operations and set appropriate customer expectations.
illuminis provides first-line support for all platform-level concerns. This includes:
Developers are responsible for application-level support, meaning any inquiry related to the functionality, features,and behavior of their specific application:
The illuminis Developer Console includes built-in support tools to help developers manage customer inquiries efficiently. These include a customer support inbox integrated with the marketplace, customer activity logs showing usage patterns and error events, automated issue routing that separates platform issues from app issues,and integration hooks for connecting with external support platforms like Zendesk, Intercom, or Freshdesk.
The illuminis marketplace sets baseline support expectations for listed applications. Developers are expected to respond to customer inquiries within two business days and to maintain a public support channel such as email, a help desk, or a community forum. These requirements ensure a consistent support experience across the marketplace and protect customer trust in the platform.
When issues span both platform and application responsibilities, the illuminis support team coordinates with the developer to resolve the problem. A built-in escalation workflow ensures that complex issues involving both infrastructure and application code are triaged and resolved collaboratively without leaving the customer waiting between teams.