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

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:

# 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:

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:

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:

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:

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

#!/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 "   CPU Usage: $(top -bn1 | grep "Cpu(s)" | awk '{print $2}' | cut -d'%' -f1)%"
echo "   Memory Usage: $(free | grep Mem | awk '{printf("%.1f%%", $3/$2 * 100.0)}')"
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

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

interface SupportTicket {
  ticket_id: string;
  customer_id: string;
  priority: 'low' | 'medium' | 'high' | 'critical';
  category: 'technical' | 'billing' | 'general' | 'security';
  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 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:

  • 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:

# 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

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

This document is part of the Anya Core Support Framework and is updated regularly.