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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. Your primary capability is the ability to view All Deployments made by any user on the platform, which is essential for troubleshooting and user assistance.

2. Your Role & Privileges​

The Support role is designed to help you troubleshoot user issues. Your navigation bar includes Deployments and Help. If you also hold the Partner role and have configured your repository, you will also see Publish.

  • View All Deployments: Unlike standard users, you see the deployment history for every user by default. This is critical for diagnosing failed builds or stuck deployments.
  • Module Publishing: If you are also a Partner, you can access the Publish feature to assist in maintaining and testing modules.
  • Help Resources: Access platform documentation, demos, workflows, guides, and features through the Help page.

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 View: You will see the All Deployments list showing every deployment on the platform. Note that unlike Admins, you do not have a "My Deployments" tab — your view is focused entirely on platform-wide support.
  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. Key statuses:
      • QUEUED — Waiting for Cloud Build to start.
      • WORKING — Build actively running.
      • COMPLETED / FAILED — Terminal build states.
      • TIMEOUT — Cloud Build job exceeded its time limit, or the stuck deployment was auto-reconciled and the build no longer exists.
      • CANCELLED — Stopped before or during provisioning. Available follow-up actions depend on the original action type.
      • INTERNAL_ERROR — A platform-level failure during provisioning; the deployment is surfaced as actionable.
      • DELETED — Soft-deleted, awaiting permanent removal.
      • PURGE — Admin-initiated force-cleanup in progress; the deployment record will be removed once it completes.
    • Configuration: The specific variables the user provided.

4. Publishing & Updating Modules​

Note: This feature requires the Partner role.

If your repository is configured, 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 Jules 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 using the search bar.
  3. Check the Status: Is it FAILED, INTERNAL_ERROR, TIMEOUT, QUEUED, stuck in WORKING, or showing PURGE?
    • FAILED — Build started and errored. Review build logs for the root cause.
    • INTERNAL_ERROR — Platform-level failure before or during build submission. Escalate to Engineering if needed.
    • TIMEOUT — Build exceeded its time limit. Review logs for slow Terraform steps and advise the user to contact the module publisher.
    • QUEUED (prolonged) — Build never started. Wait up to 30 minutes for auto-reconciliation.
    • WORKING (prolonged) — Build appears stuck. Wait for auto-reconciliation to verify Cloud Build status.
    • PURGE — Force-cleanup in progress; no action needed.
  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.

6. Help & Resources​

Visit the Help page for additional resources:

  • Support Tab: Contact support or access assistance tools.
  • Platform Demos Tab: View demonstrations of platform features that you can share with users.
  • Platform Workflows Tab: Browse documented platform workflows.
  • Platform Guides Tab: Access user guides and documentation for each role.
  • Platform Features Tab: Explore the platform's feature catalog.