# BizNode Support Guide

## How Support Works

BizNode provides AI-powered remote support for all node-install tiers (BizMax $200, BizNode $499, 1BZNode $1500). Support is delivered through MCP (Model Context Protocol) — secure, Ed25519-signed remote commands that let our team diagnose and fix issues on your node without you doing anything manually.

## Getting Support

### Step 1: Use /support in @biznode_bot

Open @biznode_bot on Telegram and type:

```
/support my dashboard is not working
```

The AI will:
1. Look up your registered node
2. Run a health check on your node remotely
3. Diagnose what's wrong (database, AI model, dashboard, etc.)
4. Attempt auto-fix (restart down services)
5. Report findings and next steps in chat

### Step 2: What Happens Behind the Scenes

```
You → /support → @biznode_bot
    → Finds your node (IP:port from registration)
    → Sends MCP health_check (Ed25519 signed)
    → Your node verifies signature → executes → returns results
    → AI analyzes: "Dashboard is down, PostgreSQL is up, Ollama is up"
    → AI sends MCP restart_service → Dashboard restarts
    → You get: "Dashboard restarted. Try http://localhost:7877 now."
```

No passwords shared. No screen sharing. No manual steps. The AI handles everything through secure signed commands.

## Support by Network Type

### If Your Node Is on a Local Network (LAN)

If you and the admin are on the same network, support works instantly. No setup needed — MCP connects directly to your node's IP:port.

### If Your Node Has a Public IP or Port Forwarding

Support works instantly. Make sure your dashboard port (7877 for basic, 7977 for pro) is forwarded in your router.

### If Your Node Is Behind NAT (Most Home Users)

If your node is behind a router/firewall without port forwarding, the admin cannot reach your node directly. You have two options:

#### Option A: Automated Support (No Action Needed)

Your node automatically reports health status to the BizNode network. The admin can see your node's status and send fix commands through the nodemonitor queue. Your node polls for pending commands every 2 minutes.

- No port forwarding needed
- No VPN needed
- Fixes may take up to 2 minutes to apply

#### Option B: Real-Time Support Session (For Complex Issues)

For issues that need real-time diagnosis, you'll need to connect through a private VPN IP assigned by BizNode.

**How to request a real-time support session:**

1. Contact **@biznode_supportbot** on Telegram
2. Choose a date and time for your support session
3. You'll receive a WireGuard VPN configuration file
4. Install WireGuard (https://www.wireguard.com/install/)
5. Import the configuration — you'll get a private IP (10.50.0.x)
6. At your scheduled time, the support team connects directly to your node
7. After the session, you can disconnect the VPN

**To book a session:**
```
Message @biznode_supportbot:
"I need real-time support for my BizNode"

Bot will ask:
- Your BizNode ID (shown in dashboard or /support command)
- Preferred date and time
- Brief description of the issue

You'll receive:
- Confirmation of scheduled time
- WireGuard config file (valid for 24 hours)
- Instructions to connect
```

## What Can Support Fix?

| Issue | Auto-Fix? | Method |
|-------|----------|--------|
| Dashboard not responding | Yes | MCP restart_service |
| Bot not responding | Yes | MCP restart_service |
| Ollama model not loading | Partial | MCP run_command to pull model |
| Database connection error | No | Suggest manual PostgreSQL restart |
| Qdrant not installed | No | Provide installation instructions |
| .env misconfiguration | Yes | MCP update_env (non-sensitive keys) |
| Knowledge base empty | Yes | MCP seed_kb |
| Outdated version | Yes | MCP push update package |
| Service crashes repeatedly | Partial | MCP get_logs → analyze → suggest fix |
| Network/firewall issues | No | Guide customer through port forwarding |

## What Support Cannot Do

- Access your database passwords or Stripe keys
- Run destructive commands (delete files, drop tables)
- Access your personal files outside the BizNode directory
- Modify sensitive .env variables (DB_PASSWORD, STRIPE_SECRET, SMTP_PASSWORD)
- Control your node without your knowledge (all commands are logged)

## Support Tiers

| Your Tier | Support Level | Response Time |
|-----------|--------------|---------------|
| Basic–BizPlus ($20–$150) | API-only — KB search + AI chat | Instant (automated) |
| BizMax ($200) | Remote MCP diagnostics + auto-fix | Instant (automated) |
| BizNode ($499) | Full remote support + scheduled sessions | Instant + scheduled |
| 1BZNode ($1500) | Priority support + dedicated sessions | Instant + priority scheduling |

## Security

All support interactions are:

- **Signed** with Ed25519 keys (cannot be forged)
- **Logged** on your node (you can review what was done)
- **Time-limited** (support tokens expire after 24 hours)
- **Permission-controlled** (cannot access sensitive data)
- **Transparent** — your node's admin_public.pem verifies all commands come from BizNode

Your node only accepts commands from the admin whose public key was embedded during installation. No other party can send commands to your node.

## Contact

- **Automated support**: `/support` in @biznode_bot
- **Real-time sessions**: @biznode_supportbot (book date and time)
- **Email**: biznode@1bz.biz
- **Website**: https://biznode.1bz.biz

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*BizNode™ — AI Business Operator*
*© 2026 1BZ DZIT DAO LLC. All rights reserved.*
