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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.

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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.

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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.

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Generating an Evidence Bundle

An evidence bundle is a single archive containing everything needed to diagnose an issue:
Attach the .tar.gz file to your support email. This typically cuts resolution time in half.

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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.
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:
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:
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

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Severity Levels

When contacting support, let us know the impact: For P1 issues: email support@acmeagentsupply.com with [P1] in the subject line and start a live chat simultaneously.

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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.