# Support

[Docs](https://www.rightnowai.co/docs) / [System Zero](https://www.rightnowai.co/docs/system-zero) / [Support](https://www.rightnowai.co/docs/system-zero/support)

Updated 2026-10-18

Contact us with the request ID, HTTP status and error code so we can investigate the call.

**cURL (decide.sh)**

```shell
# Set SYSTEM_ZERO_API_KEY to your API key before running this example.
# Generate once per logical decision; reuse this key when retrying.
idempotency_key="$(uuidgen 2>/dev/null \
  || cat /proc/sys/kernel/random/uuid 2>/dev/null \
  || openssl rand -hex 16 2>/dev/null \
  || python3 -c 'from uuid import uuid4; print(uuid4())' 2>/dev/null)"
cat > request.json <<'EOF'
{
  "model": "system-zero",
  "state": "The blender I ordered arrived with a cracked jar.",
  "questions": {
    "damaged": {
      "type": "boolean",
      "instructions": "Did the item arrive damaged?"
    }
  }
}
EOF
# Headerless error responses require Python 3 to read error.code.
# If x-should-retry is present, resend only when x-should-retry is true. If the
# header is absent, resend on 429, or on 409 and 5xx only with a retryable
# error.code. No answer also retries. Wait Retry-After plus up to 10 %,
# otherwise a random wait doubling from 1 s to 30 s. Stop if Retry-After is over
# 60 s. Also stop when a 429 has no Retry-After, or a 5xx has x-should-retry but
# no Retry-After.
random() { od -An -N4 -tu4 /dev/urandom | tr -d ' '; }
# Stop resending after 10 minutes.
start=$(date +%s) attempt=0
while :; do
  : "${SYSTEM_ZERO_API_KEY:?set it first}"
  : "${idempotency_key:?could not make one}"
  rm -f reply.json
  out=$(curl https://api.rightnowai.co/v1/system-zero/decide \
    --max-time 130 -sS -o reply.json -D - -w '%{http_code}' \
    -H "Authorization: Bearer $SYSTEM_ZERO_API_KEY" \
    -H "Content-Type: application/json" \
    -H "Idempotency-Key: $idempotency_key" \
    -d @request.json)
  code=$(printf '%s' "$out" | tail -c 3)
  retry_header=$(printf '%s\n' "$out" \
    | grep -i '^x-should-retry:' | tail -n 1)
  retry=$(printf '%s\n' "$retry_header" \
    | sed 's/^[^:]*:[[:space:]]*//;s/[[:space:]]*$//')
  after=$(printf '%s\n' "$out" | grep -i '^retry-after:' \
    | tail -n 1 | sed 's/^[^:]*:[[:space:]]*//;s/[[:space:]]*$//')
  case $after in *[!0-9]*|'') after= ;; esac
  if [ -z "$retry_header" ]; then
    case $code in
      000|429) ;;
      409|5??)
        error_code=$(python3 -c 'import json, sys
try:
    print(json.load(sys.stdin).get("error", {}).get("code", ""))
except (ValueError, AttributeError):
    pass' < reply.json 2>/dev/null) || break
        case $code:$error_code in
          409:idempotency_conflict) ;;
          409:upload_in_use) ;;
          409:session_busy) ;;
          5??:service_unavailable) ;;
          5??:system_zero_unavailable) ;;
          5??:billing_settlement_error) ;;
          5??:idempotency_unavailable) ;;
          5??:limiter_unavailable) ;;
          5??:internal_error) ;;
          5??:maintenance) ;;
          5??:revoke_notice_unavailable) ;;
          *) break ;;
        esac ;;
      *) break ;;
    esac
  else
    [ "$retry" = true ] || break
    case $code in 4??|5??) ;; *) break ;; esac
  fi
  if [ -n "$after" ]; then
    after=$(printf '%s' "$after" | sed 's/^0*//')
    after=${after:-0}
    [ "$after" -le 60 ] || break
    ms=$(( after * 1000 + $(random) % (after * 100 + 1) ))
  else
    [ "$code" != 429 ] || break
    if [ -n "$retry_header" ]; then
      case $code in 5??) break ;; esac
    fi
    cap=$(( attempt < 5 ? 1000 << attempt : 30000 ))
    ms=$(( $(random) % (cap + 1) ))
  fi
  [ $(( $(date +%s) - start + ms / 1000 )) -lt 600 ] || break
  sleep "$(( ms / 1000 )).$(printf '%03d' $(( ms % 1000 )))"
  [ $(( $(date +%s) - start )) -lt 600 ] || break
  attempt=$(( attempt + 1 ))
done
echo "HTTP $code"
cat reply.json 2>/dev/null
```

**PowerShell (decide.ps1)**

```powershell
# Set SYSTEM_ZERO_API_KEY to your API key before running this example.
if (-not $env:SYSTEM_ZERO_API_KEY) { throw "Set SYSTEM_ZERO_API_KEY first." }
# One attempt, no resend: running it again sends a new decision.
$body = @'
{
  "model": "system-zero",
  "state": "The blender I ordered arrived with a cracked jar.",
  "questions": {
    "damaged": {
      "type": "boolean",
      "instructions": "Did the item arrive damaged?"
    }
  }
}
'@
$request = @{
  Method      = "Post"
  Uri         = "https://api.rightnowai.co/v1/system-zero/decide"
  Headers     = @{
    Authorization     = "Bearer $env:SYSTEM_ZERO_API_KEY"
    "Idempotency-Key" = [guid]::NewGuid().ToString()
  }
  ContentType = "application/json; charset=utf-8"
  Body        = [Text.Encoding]::UTF8.GetBytes($body)
  TimeoutSec  = 130
}
Invoke-RestMethod @request | ConvertTo-Json -Depth 10
```

**Python (decide.py)**

```python
# Set SYSTEM_ZERO_API_KEY to your API key before running this example.
import os
import random
import time
import uuid

import requests

api_key = os.environ.get("SYSTEM_ZERO_API_KEY")
if not api_key: raise RuntimeError("Set SYSTEM_ZERO_API_KEY first.")

url = "https://api.rightnowai.co/v1/system-zero/decide"
# Generate once per logical decision; reuse this key when retrying.
idempotency_key = str(uuid.uuid4())
headers = {
    "Authorization": f"Bearer {api_key}",
    "Idempotency-Key": idempotency_key,
}
body = {
    "model": "system-zero",
    "state": "The blender I ordered arrived with a cracked jar.",
    "questions": {
        "damaged": {
            "type": "boolean",
            "instructions": "Did the item arrive damaged?"
        }
    }
}


# If x-should-retry is present, resend only when x-should-retry is true. If the
# header is absent, resend on 429, or on 409 and 5xx only with a retryable
# error.code. No answer also retries. Wait Retry-After plus up to 10 %,
# otherwise a random wait doubling from 1 s to 30 s. Stop if Retry-After is over
# 60 s. Also stop when a 429 has no Retry-After, or a 5xx has x-should-retry but
# no Retry-After.
def retry_wait(response, attempt):
    """Seconds to wait before resending, or None when the answer is final."""
    backoff = random.uniform(0, min(30, 2**attempt))
    if response is None:
        return backoff
    status = response.status_code
    retry = response.headers.get("x-should-retry")
    if retry is None:
        try:
            code = response.json().get("error", {}).get("code")
        except (ValueError, AttributeError):
            code = None
        conflicts = (
            "idempotency_conflict",
            "upload_in_use",
            "session_busy",
        )
        unavailable = (
            "service_unavailable",
            "system_zero_unavailable",
            "billing_settlement_error",
            "idempotency_unavailable",
            "limiter_unavailable",
            "internal_error",
            "maintenance",
            "revoke_notice_unavailable",
        )
        allowed = status == 429 or (status == 409 and code in conflicts)
        allowed = allowed or (500 <= status <= 599 and code in unavailable)
        if not allowed:
            return None
    elif retry != "true" or status < 400:
        return None
    after = response.headers.get("Retry-After", "")
    if not after.isdigit():
        if retry is not None and status >= 500:
            return None
        return None if status == 429 else backoff
    if int(after) > 60:
        return None
    return int(after) * (1 + random.random() / 10)


# Stop resending after 10 minutes.
deadline = time.monotonic() + 600
attempt = 0
while True:
    try:
        response = requests.post(url, headers=headers, json=body, timeout=130)
    except (requests.ConnectionError, requests.Timeout):
        response = None
    wait = retry_wait(response, attempt)
    if wait is None or time.monotonic() + wait >= deadline:
        break
    time.sleep(wait)
    if time.monotonic() >= deadline:
        break
    attempt += 1
if response is None:
    raise RuntimeError("No answer within 10 minutes.")
response.raise_for_status()
print(response.json()["answers"])
```

**TypeScript (decide.ts)**

```typescript
// Set SYSTEM_ZERO_API_KEY to your API key before running this example.
const apiKey = process.env.SYSTEM_ZERO_API_KEY;
if (!apiKey) {
  throw new Error("Set SYSTEM_ZERO_API_KEY first.");
}

const url = "https://api.rightnowai.co/v1/system-zero/decide";
// Generate once per logical decision; reuse this key when retrying.
const idempotencyKey = crypto.randomUUID();
const body = JSON.stringify({
  "model": "system-zero",
  "state": "The blender I ordered arrived with a cracked jar.",
  "questions": {
    "damaged": {
      "type": "boolean",
      "instructions": "Did the item arrive damaged?"
    }
  }
});

// If x-should-retry is present, resend only when x-should-retry is true. If the
// header is absent, resend on 429, or on 409 and 5xx only with a retryable
// error.code. No answer also retries. Wait Retry-After plus up to 10 %,
// otherwise a random wait doubling from 1 s to 30 s. Stop if Retry-After is
// over 60 s. Also stop when a 429 has no Retry-After, or a 5xx has
// x-should-retry but no Retry-After.
async function retryWait(response: Response | null, attempt: number) {
  const backoff = Math.random() * Math.min(30_000, 1_000 * 2 ** attempt);
  if (response === null) return backoff;
  const { status } = response;
  const retry = response.headers.get("x-should-retry");
  if (retry === null) {
    const payload = await response.clone().json().catch(() => null);
    const code = payload?.error?.code;
    const conflicts = [
      "idempotency_conflict",
      "upload_in_use",
      "session_busy",
    ];
    const unavailable = [
      "service_unavailable",
      "system_zero_unavailable",
      "billing_settlement_error",
      "idempotency_unavailable",
      "limiter_unavailable",
      "internal_error",
      "maintenance",
      "revoke_notice_unavailable",
    ];
    const allowed = status === 429
      || (status === 409 && conflicts.includes(code))
      || (status >= 500 && status <= 599 && unavailable.includes(code));
    if (allowed === false) return null;
  } else if (retry !== "true" || status < 400) {
    return null;
  }
  const after = response.headers.get("Retry-After") ?? "";
  if (!/^\d+$/.test(after)) {
    if (retry !== null && status >= 500) return null;
    return status === 429 ? null : backoff;
  }
  if (Number(after) > 60) return null;
  return Number(after) * 1_000 * (1 + Math.random() / 10);
}

// Stop resending after 10 minutes.
const deadline = Date.now() + 600_000;
let response: Response | null = null;
for (let attempt = 0; ; attempt++) {
  response = await fetch(url, {
    method: "POST",
    headers: {
      Authorization: `Bearer ${apiKey}`,
      "Content-Type": "application/json",
      "Idempotency-Key": idempotencyKey,
    },
    body,
    signal: AbortSignal.timeout(130_000),
  }).catch((error: Error) => {
    // No answer is a timeout or a failed connection; anything else is raised.
    if (error.name === "TimeoutError" || error.cause) return null;
    throw error;
  });
  const wait = await retryWait(response, attempt);
  if (wait === null || Date.now() + wait >= deadline) break;
  await response?.body?.cancel();
  await new Promise((resolve) => setTimeout(resolve, wait));
  if (Date.now() >= deadline) break;
}
if (!response) throw new Error("No answer within 10 minutes.");
if (!response.ok) throw new Error(`Request failed: ${response.status}`);
const { answers } = await response.json();
console.log(answers);
```

## Keep the request ID

- Copy the request ID from the response.
- Include the HTTP status and error code.
- Describe what you expected to happen.

Leave the API key out of your message.

The API returns `X-Request-Id` in the response headers. Errors also contain `request_id`.

Use this report template:

- **Request ID**: Copy from your response
- **HTTP status**: Copy from your response
- **Error code**: Copy from the error response, if present
- **Expected result**: Describe what you expected

## Availability

Only warm requests count toward availability during this release. The basis is warm, cold starts excluded.

A cold start is a model pool replacing its warm container after a crash, a recycle, a preemption or a deploy, or adding one under a burst.

The public-launch target is 99.9% of all valid requests a month, cold starts included.

## Contact

Use the [Contact page](https://www.rightnowai.co/contact) for an API or workspace question. Read [Errors](https://www.rightnowai.co/docs/system-zero/errors) for the action associated with an API refusal.

For a privacy request, email [jaber@rightnowai.co](mailto:jaber@rightnowai.co).

## Next

Reference: [Quickstart](https://www.rightnowai.co/docs/system-zero/quickstart).

Next: Send your report through the [Contact page](https://www.rightnowai.co/contact).

## Next

[Release notes](https://www.rightnowai.co/docs/system-zero/release-notes)