> 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/self-managed-hivel-deployment/on-premises-generic/hivel-on-premises-deployment-guide-generic/support-handoff.md).

# Support Handoff

Before contacting Hivel support, collect the following information:

***

### Step 1: Collect Service Status and Health

On the host, run:

```bash
./deploy.sh --status
./deploy.sh --health
```

Save the full output.

***

### Step 2: Collect Service Logs

On the host, run:

```bash
docker logs <service-name>
docker ps -a
```

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

***

### Step 3: Collect System Information

On the host, run:

```bash
lsb_release -a
docker --version
docker-compose --version
aws --version
```

Save the output of each command.

***

### Step 4: Collect Your Configuration

On the host, copy your `.env` file:

```bash
cat config/.env
```

Save the output with all passwords and API keys redacted.

***

### 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)

***

### Step 6: Contact Hivel Support

Send all collected information to: <support@hivel.ai>

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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