Skip to main content

​
Getting Support

We’re here when you need us. ACME support is built around a simple principle: you shouldn’t have to fight to get help at 2am when an agent is down.

​
Support Channels

Live Chat

Fastest response. Available on any docs page — click the widget in the lower right corner.Best for: Quick questions, triage help, “is this a bug?”

Email

support@acmeagentsupply.comBest for: Sharing evidence bundles, detailed incident reports, async follow-up.

GitHub Issues

github.com/CHE10X/acme-siteBest for: Confirmed bugs, CLI issues, documentation gaps.

​
Before You Contact Support

The fastest path to resolution is a good evidence bundle. When submitting a support request, include:
  1. OCTriage output — run acme triage and attach the result
  2. Evidence bundle — run acme triage --bundle-only --output incident.tar.gz
  3. Agent911 snapshot (if available) — acme agent911 bundle --output snapshot.tar.gz
  4. Product version — acme --version
  5. What you were doing when the issue occurred
The more context you share upfront, the less back-and-forth is required.

​
Generating an Evidence Bundle

An evidence bundle is a single archive containing everything needed to diagnose an issue: 
# Basic triage + bundle
acme triage --bundle-only --output incident-$(date +%Y%m%d-%H%M%S).tar.gz

# Full triage with analysis
acme triage --verbose --output /tmp/triage-report.txt

# Agent911 snapshot bundle (if Agent911 is configured)
acme agent911 bundle --verbose --output agent911-snapshot.tar.gz
Attach the .tar.gz file to your support email. This typically cuts resolution time in half.

​
Common Issues

A sudden score drop usually reflects a real change in your system. Common causes:
  1. New silence gaps — an agent that was regularly active stopped checking in
  2. Context window approaching capacity (compaction pressure)
  3. A missing or stale backup (hygiene component)
Run acme radcheck --verbose to see which components changed and by how much.
Sentinel uses configurable thresholds. If alerts are firing too aggressively for your workload, the thresholds may need adjustment.
# View current thresholds
acme sentinel config show

# Adjust stall timeout (default: 300s)
acme sentinel config set thresholds.stall_timeout 600
If alerts are misfiring even with correct thresholds, include acme sentinel log --tail 100 in your support bundle.
Verify that Transmission is running and the Agent911 endpoint is configured:
acme transmission status
acme sentinel config show | grep agent911
If Transmission shows delivery failures, include acme transmission status --failures in your support bundle.
UNVERIFIED means a backup exists but restore assumptions haven’t been confirmed. To verify:
acme lazarus check --surface <surface-name> --verbose
The verbose output explains what’s needed to move from UNVERIFIED to VERIFIED.
UNKNOWN means the incident pattern doesn’t match a recognized type. This is most common with novel failure modes.If you encounter UNKNOWN:
  1. Collect the full evidence bundle: acme triage --bundle-only
  2. Include the raw logs referenced in the OCTriage output
  3. Submit to support — UNKNOWN patterns help us improve OCTriage’s classification library

​
Severity Levels

When contacting support, let us know the impact:
SeverityDescriptionExample
P1 — CriticalProduction agents down, data at riskAgent fleet offline, cannot recover
P2 — HighSignificant impact, partial degradationSentinel alerts failing to fire
P3 — MediumIssue present but workaround existsDashboard not showing expected data
P4 — LowMinor or cosmetic issueDocumentation unclear
For P1 issues: email support@acmeagentsupply.com with [P1] in the subject line and start a live chat simultaneously.

​
Documentation Gaps

If you can’t find what you need in these docs, that’s a documentation failure — not a user error. Please:
  • Use the live chat widget to ask your question
  • Or email us with “docs gap” in the subject
We log every docs gap and address them in the next documentation update.