Getting started and getting help¶
This page is for the people on your side who run Winner AI: your operator, who installs and runs the server; your first Manager, who signs in first and adds the team; and your developers, who install the client on their laptops. It lays out the install in order, says what Winner AI does along the way, where to write when something breaks, how urgent we will treat it, and when to expect an answer.
The severity levels, response targets and roles below are proposed and not yet confirmed. Until the product owner confirms them, they are not a commitment.
Start here: the install in order¶
Each step names who does it, what it needs first and the page that covers it. Steps 1a and 1b run in parallel once step 0 is done, and so does 1c, except that on Amazon Bedrock it needs the instance role from 1a. The steps follow the eight steps of Install the server, which is the authority on their order.
| Step | What | Who | Needs first | Page |
|---|---|---|---|---|
| 0 | Choose the server's DNS name, <control-plane-host>, and its base URL, https://<control-plane-host>, and the name laptops dial for the database, PUBLIC_PG_HOST, which may be the same name. Every later step uses them, the identity provider's callback address included. |
Your operator | Nothing | Network, Before you install |
| 1a | Prepare the network, the DNS zone, the VPN where laptops reach a private server, and the server, with an instance role where one is needed: the dns certificate mode, Amazon Bedrock signed with the instance role, or secrets kept in AWS Secrets Manager. |
Your AWS or network administrator | Step 0 | Network, Overview and prerequisites |
| 1b | Set up the identity provider's application for the sign-in gate, and the Managers' group. | Your identity provider's administrator | Step 0 | Connect your identity provider; for JumpCloud, JumpCloud: before the install; for Auth0, Onboard on Auth0, whose A manager adds the first Manager |
| 1c | Get access to the model: on Amazon Bedrock, model access in the AWS account and the instance role's permission to call it. Nothing to do with the server's own AI runner. | Your AWS administrator | Step 0; on Bedrock, the instance role from 1a | Model and telemetry, Amazon Bedrock |
| 2 | Install the server: install steps 1 to 5, and step 6's checks of health, the services and the database's certificate. | Your operator | 1a and 1b; the bundle and its key's fingerprint from Winner AI (below) | Install the server |
| 3 | Sign in as a Manager (install step 6), then upload the licence (step 7's first item). | Your first Manager | Step 2; the licence file from Winner AI (below) | Licence; Check it when sign-in fails |
| 4 | Point the stack at the model and set the Benchmarks Routes, run the model check, list the features in .env and recreate the services that read it (the rest of install step 7). |
Your operator | Step 3, and 1c for a hosted model | Install the server, step 7 |
| 5 | Install the client, sign in and choose the repos that send (install step 6 for the first laptop, step 8 for the rest). For Skills, each laptop also needs Ollama with ollama pull nomic-embed-text. |
Each developer | Step 3, so that a Manager has signed in first; the developer given the application at the identity provider, and on Auth0 added to the organisation | Install and choose repos; Joining; on Auth0, People; Embeddings |
| 6 | Schedule backups and copy them off the server, rehearse a restore once, and schedule the certificate-expiry check (install step 8). | Your operator | Step 2 | Back up, restore and uninstall, Rehearse a restore, Certificate renewals |
Onboarding is complete when the first developer's laptop shows a push on the Admin roster: a session count or a push time, not "awaiting first push" alone. Check the installation on any installation, Checks on Auth0, and Day to day when it does not appear. From then on, write to support@getwinner.com.
What Winner AI does¶
| What | Who | For your step |
|---|---|---|
| Hand over the self-hosting bundle. The release public key is printed in the install guide; confirm its fingerprint with your Winner AI contact by a different channel from the bundle. | Winner AI | 2: Install the server, whose step 2 checks the bundle's signature against the key |
| Issue the licence file and send it to your customer contact, before the grace period below runs out. | Winner AI | 3: Licence |
Until a licence is uploaded, Managers see a banner on Winner AI's pages, and anyone approving a laptop's sign-in sees it on that page, counting down 30 days of grace from the deployment's first start, while Coaching, Skills and Benchmarks keep working; then it says "The 30 days of grace are over." and those three switch off until a licence that brings them back is uploaded (Licence says which licence restores them). The install uploads the licence before the features go on (step 3, then step 4), but nothing refuses to go on without it: if the file has not arrived, step 4 and the steps after it work inside that period.
Where to write¶
Write to support@getwinner.com.
A person reads the address, and each message becomes a case in our tracker. Nothing in the product sends to it or depends on it.
Put in the message:
- what you cannot do;
- since when;
- how many people or laptops are affected;
- the release you run.
Attach what applies:
- From a laptop: the file
winner diagnosticswrites, as Collecting diagnostics describes. - From the server: the file the diagnostics command writes, as
Collecting a diagnostics file
describes:
sudo ./scripts/diagnostics-server.sh, in the folder of the release that runs now, which writes the file into your home directory.
Read each file before you send it, and attach it yourself. Both commands only write the file; they send nothing.
Before you write, Troubleshooting lists what to check first.
Severity levels and response targets (proposed)¶
Working hours (proposed) are Monday to Friday, 09:00 to 17:00 in the time zone your contract names, except public holidays there. The targets count working hours only. A first answer means a person has read the case, set its level and replied; it is not a fix. The level follows what you cannot do. We may change it as we learn more, and we tell you when we do. You can ask for a higher level.
| Level | What you cannot do | First answer | Updates | Status |
|---|---|---|---|---|
| 1 Stopped | Nobody can sign in, or no laptop can send sessions, or the control plane does not answer. | Within 2 working hours | Every 4 working hours, until it is resolved or a workaround is in place | Proposed |
| 2 A page fails | One product page your installation has turned on fails for everyone (Home, Dashboard, Admin, Settings, and Prompt Coaching, Skills or Benchmarks once switched on), or a group of laptops cannot enrol or send, with no workaround. | Within 1 working day | Every working day | Proposed |
| 3 One person or laptop | One person cannot sign in, or one laptop cannot enrol or send, or a fault has a workaround. | Within 2 working days | Every 5 working days | Proposed |
| 4 A question | How to do something, or a request. | Within 3 working days | With the answer | Proposed |
A page shown as Soon is not a fault: Prompt Coaching, Skills and Benchmarks show as Soon until your installation switches them on, and again if a Manager switches one off on Settings.
Who answers (proposed)¶
| Role | Ours or yours | Does |
|---|---|---|
| Support lead | Ours | Reads the address first, at least once in every working hour (proposed), so a Level 1 case gets its first answer within its target; opens the case in our tracker; sets the level; sends the first answer; and is the one voice to you through the case: updates, the fix, closing. |
| Support engineer | Ours | The engineer on the support rota who owns the part concerned: the laptop client for a laptop file, the server and deployment for a server file or sign-in. The support lead hands the case to them. They write the fix or workaround; their updates reach you through the support lead. |
| Product owner | Ours | Confirms or changes a level you dispute, owns the response targets, and covers for the support lead when the lead is away. |
| Second engineer on the rota | Ours | Covers for the support engineer. |
| Customer contact | Yours | The contact named in the contract who writes to us, usually your operator or your first Manager. |
Proposed: the address always has at least two readers, so no case waits on one person. Who holds each role on our side is recorded in our tracker, not on this page.