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Support

Support

Use support@climakers.com when you need help with installation, licensing, configuration, connectivity, command failures, unexpected output, or other operational issues in a Climakers product.

Support channel: for product errors, operational issues, and support questions, contact support@climakers.com. Include enough technical context for the team to reproduce or diagnose the problem.

Never send secrets or sensitive content: do not share API tokens, passwords, session cookies, license keys, private customer documents, exported confidential content, or any material you are not authorized to disclose. Redact domains, IDs, page titles, file paths, screenshots, and command arguments when needed.

When to contact support

  • installation, activation, or validation fails
  • doctor reports a configuration, machine, or connectivity problem
  • a command returns an unexpected error or exits with the wrong behavior
  • the output is incomplete, malformed, or inconsistent with the documentation
  • you need help understanding the safest way to run a workflow
  • a license needs to be moved, reset, or reviewed

What to include in your email

  • the product name and version, for example acp2md v1.0.0 or acs2md v1.0.0
  • your operating system and architecture, for example macOS arm64 or Linux amd64
  • the exact command you ran, with sensitive values removed
  • the full error message or the unexpected behavior you observed
  • whether the issue happens every time or only in a specific case
  • the output of doctor if it is relevant and already redacted
  • the generated support bundle when available
  • any recent change that may matter, such as a new machine, new token, proxy change, or new license activation

Before you email

  1. Run the relevant doctor command.
  2. Confirm the installed version with --version.
  3. Generate a support bundle with acp2md support or acs2md support when the CLI is available.
  4. Reproduce the issue with the smallest safe command you can share.
  5. Redact secrets, private URLs, and confidential content.
  6. Collect only the details that are necessary to explain the problem.

The new support command creates a diagnostic bundle that already includes system info, configuration context, doctor-style checks, environment variables with secrets masked, and recent log lines. It is usually the fastest way to give support enough context without a long email thread.

acp2md support --log-file app.log --output bundle.txt
acs2md support --log-file app.log --output bundle.txt

Feature requests

Use the same support@climakers.com address when you want to request a new capability in acp2md, acs2md, or another Climakers tool.

When to send a feature request

  • the current command set does not cover a real workflow you need
  • an existing flag or output format blocks automation or migration work
  • a repeated manual workaround should become a supported product capability
  • you need compatibility with another platform, system, or operating model

How to request a feature

  1. Use a clear subject line, for example Feature Request: acs2md export summary report.
  2. State the product name and version you are using today.
  3. Describe the workflow or business problem, not only the desired button or flag.
  4. Explain what you do now as a workaround and why it is insufficient.
  5. Include a small sanitized example of the input, output, or command flow when useful.
  6. Describe the expected result and how you would measure success.
  7. Add timing or priority context if there is a delivery deadline or active migration.

What makes a request actionable

  • the exact tool and version affected
  • the user outcome you need to achieve
  • the operational impact, such as time saved, lower risk, or reduced manual work
  • whether the request is one-time, occasional, or part of a recurring workflow
  • any constraints around platform, CI, security, or compliance

Response expectations

Climakers support reviews incoming requests and replies as soon as possible. Clear reproduction steps, sanitized command output, and precise product/version details reduce back-and-forth and usually lead to a faster answer.

Feature requests are reviewed through the same support channel. Clear problem statements and concrete examples make it easier to assess scope and product fit.

Example support request

Subject: acp2md v1.0.0 - doctor fails on macOS arm64

Product: acp2md v1.0.0
Platform: macOS 15, arm64
Command: acp2md doctor
Observed issue: Confluence API connectivity fails after token rotation
Reproducible: yes
Sanitized output: <paste redacted error here>
Recent changes: generated a new API token today
Last updated on
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