# Technical Support
Comprehensive technical support documentation and procedures for Anya Core systems.
## Overview
This document provides technical support procedures, troubleshooting guides, and support resources for Anya Core products and services.
## Support Structure
### Support Tiers
#### Tier 1 - Level 1 Support
- **Primary Contact**: First line of support
- **Capabilities**: Basic troubleshooting, account issues, general inquiries
- **Tools**: Help desk system, knowledge base, standard procedures
- **Escalation Criteria**: Complex technical issues, security concerns, system outages
#### Tier 2 - Level 2 Support
- **Primary Contact**: Technical specialists
- **Capabilities**: Advanced troubleshooting, system configuration, integration support
- **Tools**: Remote access tools, diagnostic software, system logs
- **Escalation Criteria**: Code-level issues, infrastructure problems, security incidents
#### Tier 3 - Level 3 Support
- **Primary Contact**: Engineering team
- **Capabilities**: Code debugging, system architecture, development support
- **Tools**: Source code access, development environments, debugging tools
- **Escalation Criteria**: Product defects, architecture changes, security vulnerabilities
### Support Channels
#### Primary Channels
```typescript
interface SupportChannel {
channel_type: 'email' | 'chat' | 'phone' | 'ticket' | 'forum';
availability: string;
response_time_sla: string;
supported_languages: string[];
escalation_path: string[];
}
const supportChannels: SupportChannel[] = [
{
channel_type: 'email',
availability: '24/7',
response_time_sla: '4 hours',
supported_languages: ['en', 'es', 'fr', 'de', 'ja'],
escalation_path: ['tier1', 'tier2', 'tier3']
},
{
channel_type: 'chat',
availability: 'Business hours',
response_time_sla: '5 minutes',
supported_languages: ['en'],
escalation_path: ['tier1', 'tier2']
},
{
channel_type: 'phone',
availability: 'Business hours',
response_time_sla: 'Immediate',
supported_languages: ['en'],
escalation_path: ['tier2', 'tier3']
}
];
```
## Common Issues and Solutions
### Authentication and Access Issues
#### Issue: Unable to authenticate
**Symptoms:**
- Login failures
- "Invalid credentials" errors
- Account lockouts
**Troubleshooting Steps:**
```bash
# Check account status
curl -X GET "https://api.anya-core.org/auth/status" \
-H "Authorization: Bearer ${API_KEY}"
# Verify password requirements
echo "Password must meet the following requirements:"
echo "- Minimum 12 characters"
echo "- At least one uppercase letter"
echo "- At least one lowercase letter"
echo "- At least one number"
echo "- At least one special character"
# Reset password (if authorized)
curl -X POST "https://api.anya-core.org/auth/reset-password" \
-H "Content-Type: application/json" \
-d '{"email": "user@example.com"}'
```
**Resolution:**
1. Verify username and password
2. Check for account lockout
3. Reset password if necessary
4. Contact support if issue persists
#### Issue: Two-factor authentication problems
**Symptoms:**
- 2FA codes not working
- Lost authenticator device
- Time synchronization issues
**Troubleshooting Steps:**
```python
import time
import hmac
import hashlib
import base64
def verify_totp_time_sync(secret_key: str, user_code: str) -> bool:
"""Verify TOTP code with time window tolerance"""
current_time = int(time.time())
time_windows = [current_time // 30 - 1, current_time // 30, current_time // 30 + 1]
for time_window in time_windows:
# Generate expected code for this time window
time_bytes = time_window.to_bytes(8, byteorder='big')
hmac_hash = hmac.new(
base64.b32decode(secret_key),
time_bytes,
hashlib.sha1
).digest()
offset = hmac_hash[-1] & 0x0F
code = (
(hmac_hash[offset] & 0x7F) << 24 |
(hmac_hash[offset + 1] & 0xFF) << 16 |
(hmac_hash[offset + 2] & 0xFF) << 8 |
(hmac_hash[offset + 3] & 0xFF)
) % 1000000
if str(code).zfill(6) == user_code:
return True
return False
# Usage example
if verify_totp_time_sync(user_secret, provided_code):
print("2FA code is valid")
else:
print("2FA code is invalid or expired")
```
### Bitcoin Transaction Issues
#### Issue: Transaction not confirming
**Symptoms:**
- Transaction stuck in mempool
- Low confirmation priority
- Fee estimation problems
**Troubleshooting Steps:**
```rust
use bitcoin::blockdata::transaction::Transaction;
use bitcoin::util::psbt::PartiallySignedTransaction;
pub struct TransactionDiagnostics {
pub transaction_id: String,
pub fee_rate: f64,
pub estimated_confirmation_time: u32,
pub mempool_position: Option<u32>,
pub replacement_options: Vec<ReplacementOption>,
}
impl TransactionDiagnostics {
pub async fn diagnose_transaction(txid: &str) -> Result<Self, Error> {
// Check transaction in mempool
let mempool_info = get_mempool_transaction(txid).await?;
// Calculate fee rate
let fee_rate = calculate_fee_rate(&mempool_info);
// Estimate confirmation time
let confirmation_time = estimate_confirmation_time(fee_rate).await?;
// Check if RBF is enabled
let rbf_enabled = check_rbf_flag(&mempool_info);
// Generate replacement options
let replacement_options = if rbf_enabled {
generate_rbf_options(&mempool_info).await?
} else {
vec![]
};
Ok(Self {
transaction_id: txid.to_string(),
fee_rate,
estimated_confirmation_time: confirmation_time,
mempool_position: mempool_info.position,
replacement_options,
})
}
}
```
**Resolution:**
1. Check current network fee rates
2. Verify transaction fee is adequate
3. Consider Replace-by-Fee (RBF) if enabled
4. Wait for network congestion to clear
5. Contact support for stuck transactions
### Wallet Integration Issues
#### Issue: Wallet connection failures
**Symptoms:**
- Unable to connect to hardware wallet
- Wallet not detected
- Communication errors
**Troubleshooting Steps:**
```typescript
interface WalletDiagnostics {
wallet_type: 'hardware' | 'software' | 'web';
connection_status: 'connected' | 'disconnected' | 'error';
firmware_version: string;
supported_features: string[];
last_error: string;
}
class WalletTroubleshooter {
async diagnoseWalletConnection(walletId: string): Promise<WalletDiagnostics> {
try {
// Attempt connection
const wallet = await this.connectWallet(walletId);
// Check firmware version
const firmwareVersion = await wallet.getFirmwareVersion();
// Test supported features
const supportedFeatures = await this.testWalletFeatures(wallet);
return {
wallet_type: wallet.type,
connection_status: 'connected',
firmware_version: firmwareVersion,
supported_features: supportedFeatures,
last_error: ''
};
} catch (error) {
return {
wallet_type: 'unknown',
connection_status: 'error',
firmware_version: 'unknown',
supported_features: [],
last_error: error.message
};
}
}
async resolveConnectionIssue(diagnostics: WalletDiagnostics): Promise<ResolutionSteps> {
const steps = [];
if (diagnostics.connection_status === 'disconnected') {
steps.push('Check USB/Bluetooth connection');
steps.push('Ensure wallet is powered on');
steps.push('Restart wallet application');
}
if (diagnostics.last_error.includes('firmware')) {
steps.push('Update wallet firmware');
steps.push('Check firmware compatibility');
}
if (diagnostics.supported_features.length === 0) {
steps.push('Verify wallet model compatibility');
steps.push('Check for driver updates');
}
return {
diagnostic_summary: diagnostics,
resolution_steps: steps,
estimated_resolution_time: this.estimateResolutionTime(steps.length)
};
}
}
```
### API Integration Issues
#### Issue: API rate limiting
**Symptoms:**
- 429 "Too Many Requests" errors
- API calls being rejected
- Slow response times
**Troubleshooting Steps:**
```python
import asyncio
import time
from typing import Optional
class RateLimitHandler:
def __init__(self, max_requests_per_minute: int = 60):
self.max_requests = max_requests_per_minute
self.requests = []
async def make_request(self, request_func, *args, **kwargs):
"""Make API request with rate limiting"""
# Clean old requests (older than 1 minute)
current_time = time.time()
self.requests = [req_time for req_time in self.requests
if current_time - req_time < 60]
# Check if we're at the limit
if len(self.requests) >= self.max_requests:
# Calculate wait time
oldest_request = min(self.requests)
wait_time = 60 - (current_time - oldest_request)
if wait_time > 0:
print(f"Rate limit reached. Waiting {wait_time:.2f} seconds...")
await asyncio.sleep(wait_time)
# Make the request
try:
result = await request_func(*args, **kwargs)
self.requests.append(time.time())
return result
except Exception as e:
if "429" in str(e) or "rate limit" in str(e).lower():
# Exponential backoff
wait_time = 2 ** len([r for r in self.requests if current_time - r < 10])
print(f"Rate limited. Backing off for {wait_time} seconds...")
await asyncio.sleep(wait_time)
return await self.make_request(request_func, *args, **kwargs)
else:
raise e
# Usage example
rate_limiter = RateLimitHandler(max_requests_per_minute=30)
async def get_wallet_balance(wallet_id: str):
return await rate_limiter.make_request(api_client.get_balance, wallet_id)
```
## Diagnostic Tools
### System Health Check
```bash
#!/bin/bash
# Anya Core System Health Check Script
echo "=== Anya Core System Health Check ==="
echo "Started at: $(date)"
echo
# Check system resources
echo "1. System Resources:"
echo " Disk Usage: $(df -h / | awk 'NR==2{printf "%s", $5}')"
echo
# Check service status
echo "2. Service Status:"
services=("anya-core" "anya-api" "anya-worker" "redis" "postgresql")
for service in "${services[@]}"; do
if systemctl is-active --quiet "$service"; then
echo " ✓ $service: Running"
else
echo " ✗ $service: Stopped"
fi
done
echo
# Check network connectivity
echo "3. Network Connectivity:"
if ping -c 1 8.8.8.8 &> /dev/null; then
echo " ✓ Internet: Connected"
else
echo " ✗ Internet: Disconnected"
fi
if curl -s https://api.anya-core.org/health &> /dev/null; then
echo " ✓ Anya API: Accessible"
else
echo " ✗ Anya API: Inaccessible"
fi
echo
# Check log files for errors
echo "4. Recent Error Check:"
error_count=$(grep -i "error\|exception\|failed" /var/log/anya-core/*.log | tail -100 | wc -l)
echo " Recent errors in logs: $error_count"
if [ "$error_count" -gt 10 ]; then
echo " ⚠ Warning: High error count detected"
fi
echo
echo "Health check completed at: $(date)"
```
### Performance Diagnostics
```python
import psutil
import asyncio
import time
from typing import Dict, List
class PerformanceDiagnostics:
def __init__(self):
self.metrics_history = []
async def collect_system_metrics(self) -> Dict:
"""Collect comprehensive system performance metrics"""
# CPU metrics
cpu_percent = psutil.cpu_percent(interval=1)
cpu_count = psutil.cpu_count()
cpu_freq = psutil.cpu_freq()
# Memory metrics
memory = psutil.virtual_memory()
swap = psutil.swap_memory()
# Disk metrics
disk_usage = psutil.disk_usage('/')
disk_io = psutil.disk_io_counters()
# Network metrics
network_io = psutil.net_io_counters()
# Process metrics
processes = []
for proc in psutil.process_iter(['pid', 'name', 'cpu_percent', 'memory_percent']):
if proc.info['name'] and 'anya' in proc.info['name'].lower():
processes.append(proc.info)
metrics = {
'timestamp': time.time(),
'cpu': {
'percent': cpu_percent,
'count': cpu_count,
'frequency': cpu_freq.current if cpu_freq else None
},
'memory': {
'total': memory.total,
'available': memory.available,
'percent': memory.percent,
'used': memory.used
},
'swap': {
'total': swap.total,
'used': swap.used,
'percent': swap.percent
},
'disk': {
'total': disk_usage.total,
'used': disk_usage.used,
'free': disk_usage.free,
'percent': (disk_usage.used / disk_usage.total) * 100,
'read_bytes': disk_io.read_bytes if disk_io else 0,
'write_bytes': disk_io.write_bytes if disk_io else 0
},
'network': {
'bytes_sent': network_io.bytes_sent,
'bytes_recv': network_io.bytes_recv,
'packets_sent': network_io.packets_sent,
'packets_recv': network_io.packets_recv
},
'anya_processes': processes
}
self.metrics_history.append(metrics)
return metrics
def analyze_performance_trends(self, duration_minutes: int = 60) -> Dict:
"""Analyze performance trends over specified duration"""
cutoff_time = time.time() - (duration_minutes * 60)
recent_metrics = [m for m in self.metrics_history if m['timestamp'] > cutoff_time]
if len(recent_metrics) < 2:
return {'error': 'Insufficient data for trend analysis'}
# Calculate averages and trends
cpu_values = [m['cpu']['percent'] for m in recent_metrics]
memory_values = [m['memory']['percent'] for m in recent_metrics]
analysis = {
'duration_analyzed': duration_minutes,
'data_points': len(recent_metrics),
'cpu_analysis': {
'average': sum(cpu_values) / len(cpu_values),
'peak': max(cpu_values),
'minimum': min(cpu_values),
'trend': 'increasing' if cpu_values[-1] > cpu_values[0] else 'decreasing'
},
'memory_analysis': {
'average': sum(memory_values) / len(memory_values),
'peak': max(memory_values),
'minimum': min(memory_values),
'trend': 'increasing' if memory_values[-1] > memory_values[0] else 'decreasing'
},
'recommendations': self.generate_performance_recommendations(recent_metrics)
}
return analysis
```
## Support Procedures
### Ticket Management
```typescript
interface SupportTicket {
ticket_id: string;
customer_id: string;
status: 'open' | 'in_progress' | 'pending_customer' | 'resolved' | 'closed';
subject: string;
description: string;
assigned_agent: string;
created_at: Date;
updated_at: Date;
resolution_notes: string;
customer_satisfaction: number;
}
class SupportTicketManager {
async createTicket(ticketData: Partial<SupportTicket>): Promise<SupportTicket> {
// Validate required fields
if (!ticketData.customer_id || !ticketData.subject || !ticketData.description) {
throw new Error('Missing required ticket information');
}
// Auto-categorize based on content
const category = await this.categorizeTicket(ticketData.description);
// Determine priority
const priority = await this.determinePriority(ticketData.description, category);
// Assign to appropriate agent
const assignedAgent = await this.assignAgent(category, priority);
const ticket: SupportTicket = {
ticket_id: this.generateTicketId(),
customer_id: ticketData.customer_id,
priority,
category,
status: 'open',
subject: ticketData.subject,
description: ticketData.description,
assigned_agent: assignedAgent,
created_at: new Date(),
updated_at: new Date(),
resolution_notes: '',
customer_satisfaction: 0
};
// Save ticket
await this.saveTicket(ticket);
// Send notifications
await this.notifyCustomer(ticket);
await this.notifyAgent(ticket);
return ticket;
}
async escalateTicket(ticketId: string, reason: string): Promise<void> {
const ticket = await this.getTicket(ticketId);
// Determine escalation path
const escalationLevel = this.getNextEscalationLevel(ticket);
// Reassign ticket
const newAgent = await this.getEscalationAgent(escalationLevel);
// Update ticket
await this.updateTicket(ticketId, {
assigned_agent: newAgent,
priority: this.increasePriority(ticket.priority),
updated_at: new Date()
});
// Log escalation
await this.logEscalation(ticketId, reason, escalationLevel);
// Notify stakeholders
await this.notifyEscalation(ticket, reason, newAgent);
}
}
```
## Knowledge Base
### Frequently Asked Questions
#### General Questions
**Q: How do I get started with Anya Core?**
A: Follow our [Getting Started Guide](../getting-started/README.md) which covers:
- Account setup and verification
- API key generation
- First transaction tutorial
- Integration examples
**Q: What are the system requirements?**
A: Minimum requirements:
- OS: Linux (Ubuntu 20.04+), macOS (10.15+), Windows 10+
- RAM: 4GB minimum, 8GB recommended
- Storage: 100GB available space
- Network: Stable internet connection
**Q: How do I report a security vulnerability?**
A: Please follow our [Security Guidelines](../SECURITY_GUIDELINES.md):
- Email: <security@anya-core.org>
- Use PGP encryption for sensitive reports
- Do not disclose publicly until resolved
- Expected response time: 24 hours
#### Technical Questions
**Q: How do I handle API rate limits?**
A: Implement exponential backoff and request queuing:
```python
# See rate limiting example in API Integration Issues section above
```
**Q: What should I do if my transaction is stuck?**
A: Follow these steps:
1. Check transaction status in block explorer
2. Verify fee rate is adequate for current network conditions
3. Use Replace-by-Fee (RBF) if enabled
4. Contact support if stuck for more than 24 hours
## Contact Information
### Support Channels
- **Email**: <support@anya-core.org>
- **Emergency**: +1-800-ANYA-911
- **Chat**: Available on [support portal](https://support.anya-core.org)
- **Community**: [Discord](https://discord.gg/anya-core)
### Business Hours
- **Standard Support**: Monday-Friday, 9 AM - 5 PM PST
- **Premium Support**: 24/7 coverage
- **Emergency Support**: 24/7 for critical issues
### SLA Commitments
- **Critical Issues**: 1 hour response time
- **High Priority**: 4 hour response time
- **Standard Issues**: 24 hour response time
- **Low Priority**: 48 hour response time
## See Also
- [Bug Reports](./bugs.md)
- [API Documentation](../api/README.md)
- [Security Guidelines](../SECURITY_GUIDELINES.md)
- [Getting Started Guide](../getting-started/README.md)
---
*This document is part of the Anya Core Support Framework and is updated regularly.*