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Support Guide Audio

Support Guide

1. Introduction​

Welcome to the Support User Guide. As a member of the Support team, you have enhanced visibility into the platform's operations to assist users effectively. You possess all the capabilities of a Partner, with the additional privilege of viewing All Deployments made by any user on the platform.

2. Your Role & Privileges​

The Support role is designed to help you troubleshoot user issues and manage the module catalog.

  • View All Deployments: Unlike standard users or partners (in default mode), you can see the deployment history for every user. This is critical for diagnosing failed builds or stuck deployments.
  • Partner Capabilities: You have full access to the Publish feature, allowing you to connect your own repository and publish/update modules.
  • Credit Visibility: You can view your own credit history and transaction logs.

3. Managing Deployments​

Your primary workspace for support activities is the Deployments page.

  1. Navigate to Deployments: Click the Deployments link in the main navigation bar.
  2. All Deployments Tab: By default, or by clicking the tab, you will see the All Deployments view. This table lists every deployment on the platform.
  3. Search & Filter: Use the search bar to find a specific deployment by:
    • Deployment ID: The unique identifier for the deployment.
    • User Email: Filter to see all deployments made by a specific user you are helping.
    • Module Name: Find all instances of a specific module.
  4. Inspect Logs: Click on any Deployment ID to open the detailed view. Here you can see:
    • Build Logs: Raw output from the Cloud Build and Terraform processes. Look here for error messages (e.g., "Permissions denied", "Invalid variable").
    • Status History: The timeline of the deployment's lifecycle.
    • Configuration: The specific variables the user provided.

4. Publishing & Updating Modules​

You can assist in maintaining the module catalog or testing fixes.

  1. Configure Your Repo: Go to your Profile and set up your GitHub token and repository (see the Partner Guide for detailed steps).
  2. Publish: Go to the Publish page to scan your repo and update module definitions.
  3. Refining with Jules: You can use the AI agent (if your API key is configured) to help debug or improve module code before publishing updates.

5. Troubleshooting Workflow​

When a user reports an issue:

  1. Ask for the Deployment ID: This is the fastest way to locate their specific problem.
  2. Search in "All Deployments": Locate the record.
  3. Check the Status: Is it FAILURE, TIMEOUT, or stuck in WORKING?
  4. Review Logs: Identify the root cause (e.g., quota exceeded, bad configuration, API error).
  5. Advise the User: Based on your findings, guide the user to retry with different variables or escalate the issue to Engineering/Admin if it's a platform bug.