> ## Documentation Index
> Fetch the complete documentation index at: https://docs.acmeagentsupply.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Overview

> How to get help with ACME products

# 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

<CardGroup cols={3}>
  <Card title="Live Chat" icon="comments">
    **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?"
  </Card>

  <Card title="Email" icon="envelope">
    **[support@acmeagentsupply.com](mailto:support@acmeagentsupply.com)**

    Best for: Sharing evidence bundles, detailed incident reports, async follow-up.
  </Card>

  <Card title="GitHub Issues" icon="github">
    **[github.com/CHE10X/acme-site](https://github.com/CHE10X/acme-site)**

    Best for: Confirmed bugs, CLI issues, documentation gaps.
  </Card>
</CardGroup>

## 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:

```bash theme={null}
# 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

<AccordionGroup>
  <Accordion title="RadCheck score dropped unexpectedly">
    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.
  </Accordion>

  <Accordion title="Sentinel alerts that seem incorrect">
    Sentinel uses configurable thresholds. If alerts are firing too aggressively for your workload, the thresholds may need adjustment.

    ```bash theme={null}
    # 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.
  </Accordion>

  <Accordion title="Agent911 not receiving signals from Sentinel">
    Verify that Transmission is running and the Agent911 endpoint is configured:

    ```bash theme={null}
    acme transmission status
    acme sentinel config show | grep agent911
    ```

    If Transmission shows delivery failures, include `acme transmission status --failures` in your support bundle.
  </Accordion>

  <Accordion title="Lazarus shows a surface as UNVERIFIED">
    UNVERIFIED means a backup exists but restore assumptions haven't been confirmed. To verify:

    ```bash theme={null}
    acme lazarus check --surface <surface-name> --verbose
    ```

    The verbose output explains what's needed to move from UNVERIFIED to VERIFIED.
  </Accordion>

  <Accordion title="OCTriage classification shows UNKNOWN">
    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
  </Accordion>
</AccordionGroup>

## Severity Levels

When contacting support, let us know the impact:

| Severity          | Description                             | Example                             |
| ----------------- | --------------------------------------- | ----------------------------------- |
| **P1 — Critical** | Production agents down, data at risk    | Agent fleet offline, cannot recover |
| **P2 — High**     | Significant impact, partial degradation | Sentinel alerts failing to fire     |
| **P3 — Medium**   | Issue present but workaround exists     | Dashboard not showing expected data |
| **P4 — Low**      | Minor or cosmetic issue                 | Documentation 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.