Developer Support

General Augment is generally available for app-developer backend integrations. The default support path for app developers is support@generalaugment.com.

This page is an operating guide, not a formal SLA. Availability guarantees, contractual response times, incident credits, dedicated channels, and regulated support terms require a signed Enterprise or partner agreement. For current health/status posture, see Status and Readiness.

What to include

Project ID or project slug
Environment: production, staging, development, or local mock
Affected endpoint, SDK, CLI command, dashboard route, or channel
UTC time window and timezone of the user report
Response ID, trace ID, request ID, idempotency key, and user ID if available
Request metadata such as feature, source, or session_id when it is safe to share
Observed status code, stable error code or reason, and retry behavior
Whether the issue blocks launch, affects production users, or is a documentation question

Do not send raw API keys, OAuth tokens, webhook secrets, private keys, credentials, production database exports, or unrelated user content in support messages. Use response IDs, trace IDs, and sanitized repros whenever possible.

When available for your project, use the dashboard observability support-bundle panel to filter by trace ID, response ID, user ID, feature, or error status, then download the JSON bundle and attach it to the support thread when it does not contain secrets or unrelated user content. If that panel is not enabled or has not been verified for your tenant yet, use the trace lookup, logs, usage, memory, and project export endpoints as the reliable fallback evidence.

GA customers

Active launch-path customers should have a shared blocker list or project board, a recurring partner sync when useful, named General Augment owners for launch-critical gaps, and clean repros tied to response IDs, trace IDs, or tool-call audit rows.

General Augment support starts from email plus project evidence. Private working channels may be created for active Enterprise customers; those channels are customer-scoped and complement signed support terms.

Severity guide

Severity	Use when	Expected handling
Launch blocker	The app cannot reach a planned milestone because a documented General Augment contract is missing, broken, or unsafe.	Track in the shared blocker list with owner and timing.
Production incident	Users are affected in production, or `/health/ready`, `/v1/responses`, memory, tools, auth, budget, or trace lookup is failing for live traffic.	Email support and include impact, time window, response/trace IDs, and recent deploy or config changes.
Integration bug	A documented API, SDK, CLI, dashboard, memory, tool, or channel path behaves differently from the docs in staging or development.	File a sanitized repro with exact commands, payload shape, and IDs.
Docs or planning question	The docs are unclear, or the app needs a roadmap, capacity, billing, or compliance decision before committing.	Route through the partner sync or support email; commercial/legal commitments need owner review.

Useful IDs

Store these in your app logs when calling General Augment:

/v1/responses response id
metadata.general_augment_trace_id or metadata.trace_id
idempotency key for retry-sensitive calls
project user ID from the user field
request metadata such as feature name, source, session, or workflow
tool-call audit ID or approval ID for delegated action issues
genaug onboarding verify --project <project> --json output when the issue is part of setup or launch readiness. Keep the project_key_execution, CLI/API version, auth-scope, dashboard URL, and usage-limit fields in the artifact, but do not include raw project keys.