Support Handoff

Before contacting Hivel support, collect the following information:

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Step 1: Collect Service Status and Health

On the host, run:

./deploy.sh --status
./deploy.sh --health

Save the full output.

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Step 2: Collect Service Logs

On the host, run:

docker logs <service-name>
docker ps -a

For the affected service(s), save the full log output (not truncated).

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Step 3: Collect System Information

On the host, run:

lsb_release -a
docker --version
docker-compose --version
aws --version

Save the output of each command.

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Step 4: Collect Your Configuration

On the host, copy your .env file:

cat config/.env

Save the output with all passwords and API keys redacted.

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Step 5: Collect Context About the Issue

Before contacting support, note:

• The exact timestamp when the issue started

• Any recent changes (upgrade, config edit, host reboot, credential rotation)

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Step 6: Contact Hivel Support

Send all collected information to: [e-mail]

Include:

• Output from Steps 1 - 4 above

• Context from Step 5

• Description of the issue and what you've already tried to resolve it

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