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Support recovery runbooks

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Escalation SLA follow-up

• Urgent open requests are re-surfaced to the configured private escalation Slack channel after 4 hours.
• Other open requests are re-surfaced after 24 hours.
• Acknowledged or in-progress requests are re-surfaced after 24 hours without an update.
• Requesters receive a visible dashboard update after 24 hours and can add details or close the request themselves.

1. Open /admin/escalations.
2. Filter to active requests and look for “Needs pickup” or “Needs update”.
3. Acknowledge or move the request to in progress when a human owns it.
4. Add requester-visible notes when the requester needs status.
5. Resolve the request when fixed, and notify the user when appropriate.

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Certification completion recovery

• Reconcile the passed attempt to learner_progress.
• Re-run credential eligibility and awarding.
• File a deduplicated escalation if automatic repair cannot award the credential.

1. Open /admin/certification.
2. In “Attempts needing attention”, click “Reconcile credentials” for passed attempts.
3. If the attempt still has warnings, open the learner detail panel.
4. Use “Admin completion repair” only when there is a teaching checkpoint for the learner, module, and Addie thread.
5. Run “Issue missing badges” when the local credential exists but Certifier badge fields are missing.
6. Record the escalation ID or reason in the note field.

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Domain verification recovery

• The target domain has a local organization_domains row for the intended org.
• That row is verified=true.
• The row is not attached to the member’s personal workspace when the support request is for a company org.
• The registry no longer returns member:null for the relevant domain.
• The requested agent hostname is covered by a verified domain row on the registering org.

• Use the private domain-split preview from the internal ops runbook or admin UI.
• The preview reports WorkOS state, local organization_domains, member-profile presence, org membership, and the next safe action.
• Only run the reconciliation action when the preview says WorkOS already verifies the domain for the company org.
• If billing appears attached to the personal workspace, use the separate Stripe customer preview/confirm workflow after human review; do not move billing in the domain repair path.

• success: true: WorkOS confirmed DNS and local organization_domains was reconciled.
• still_pending: WorkOS still cannot see the TXT record. Ask the member to confirm the record name and token.
• no_challenge: issue a new domain challenge from the member domain settings or admin domain tooling.

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Registry and heartbeat recovery

curl -X POST "https://agenticadvertising.org/api/registry/crawl-request" \
  -H "Content-Type: application/json" \
  -b "$SESSION_COOKIE" \
  --data '{"domain":"example.publisher"}'

{ "message": "Crawl request accepted", "domain": "example.publisher" }

curl -X POST "https://agenticadvertising.org/api/registry/brand-crawl-request" \
  -H "Content-Type: application/json" \
  -b "$SESSION_COOKIE" \
  --data '{"domain":"example.brand"}'

{ "message": "Brand crawl request accepted", "domain": "example.brand" }

AGENT_URL="https://seller.example/adcp"
ENCODED_URL="$(node -e 'process.stdout.write(encodeURIComponent(process.argv[1]))' "$AGENT_URL")"

curl -X POST "https://agenticadvertising.org/api/registry/agents/$ENCODED_URL/refresh" \
  -b "$SESSION_COOKIE"

curl -X POST "https://agenticadvertising.org/api/registry/agents/$ENCODED_URL/monitoring/requeue" \
  -b "$SESSION_COOKIE"

{ "requeued": true }