how to file a good support request
a good request gets you a good answer faster. whether you're filling in the form at https://support.solstone.app/, asking sol, using the cli, or emailing us, the same few things help most — and they line up with what the web form asks for.
what to include
- what happened — the actual behavior, in your words. "the timeline app is blank" beats "it's broken."
- what you expected — so we know what "fixed" looks like to you.
- your version — run
journal --version(orsol --version). one caveat: if you installed from a source checkout, the reported version can lag your actual code — mention that if it's you. - your os and platform — macos or linux, and apple-silicon vs. intel if you know it.
- how to reproduce — the steps that trigger it, and whether it happens every time or only sometimes.
the cli does most of this for you
if you file through sol or the cli, the diagnostic details come along automatically:
sol call support create --subject "..." --description "..."this gathers your version, os, running services, and recent errors — but never your journal contents — and shows you the full request before anything is sent. you can edit or redact it, add --anonymous to strip installation identifiers, or cancel outright. nothing leaves your machine without your ok.
what we do with it
every request is read by extro directly. we'll reproduce what we can, ask if we need more, and propose a fix. you decide whether it's actually resolved — only you can mark your request resolved, and closing it permanently expunges what you sent. that's the deal: your data, your call.