> For the complete documentation index, see [llms.txt](https://docs.hivel.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.hivel.ai/archive/generic/hivel-on-premises-deployment-guide-generic/17.-support-and-summary.md).

# 17. Support and Summary

On-Prem Deployment Guide (Generic)

## Support

Before contacting Hivel support, collect and check the following - this is the exact checklist Hivel support will ask for, so gathering it up front speeds up resolution:

1. Output of `./deploy.sh --status` and `./deploy.sh --health` from both VM1 and VM2
2. docker logs \<service-name> for the affected service(s) - full output, not truncated
3. `docker ps -a` from both VM1 and VM2
4. Your config/.env file with all passwords/keys redacted
5. Server OS version (e.g. lsb\_release -a) and Docker / Docker Compose / AWS CLI versions on both servers
6. The exact timestamp the issue started, and any recent change (deployment, upgrade, config edit, server reboot)
7. Which troubleshooting entry (if any) you already tried, from Troubleshooting above

**Contact:** Hivel support - <support@hivel.ai>, with the items above attached.

**Next step:** none if your issue is resolved. Otherwise, this is the end of the deployment guide - escalate to Hivel support with the checklist shared earlier.

## Summary

This guide covers the complete deployment process for Hivel on-premises, on any infrastructure provider:

* Infrastructure Setup: server and database provisioning (any cloud or on-prem)
* AWS Configuration: CLI and ECR access setup for Hivel's registry
* Database Setup: configuration and database creation
* Project Setup: download from Hivel's S3, license files, environment configuration
* Migration: Flyway database migration
* Deployment: two methods (deploy.sh and docker-compose)
* Log Rotation: automatic log management
* Verification: health checks and access
* Operations: backup and restore, upgrade and rollback, uninstall and cleanup, security and secrets - see those sections for ongoing operation after initial deployment

### Remember

* VM1 services run on VM1 only; VM2 services run on VM2 only - never deploy both on the same instance
* Always run migration before deploying services
* Configure AWS CLI and ECR access before deployment, regardless of your own cloud provider
* Download the docker-onprem-installer package from Hivel's S3 bucket
* Use root credentials for migration, then switch to the application user for services
* Set up a backup routine and review Security and Secrets before going to production

### Credential Management

* Phase 1 (Migration): use database root/master credentials in .env
* Phase 2 (Services): after migration, update .env to use \<user>
* Security best practice: never use root credentials for running services

### Package Distribution

* The docker-onprem-installer package is distributed via Hivel's S3 bucket
* You will receive the S3 bucket path or a pre-signed download URL from Hivel support
* Download and extract the package on both VM1 and VM2 before deployment

### Default Application Credentials

* Username: \<user>
* Password: \<password> (default, can be customized)
* These are created by flyway-migration and used for all Hivel services
* Good luck with your deployment!

<br>

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