Support Model & Escalation

Support

Support scope, triage information, escalation path, and enterprise SLA expectations.

Support Scope

Runtime startup and health issues

Integration contract failures

Governance and policy flow debugging

Build and test pipeline breakages

Triage Information to Collect

Endpoint and HTTP method

Request timestamp

Request ID or correlation ID (if available)

Governance mode: strict / adaptive / autonomous

Full error message and reproduction steps

Escalation Path

Reproduce locally and validate with /health and probe endpoints.

Apply remediation guidance from control-plane outputs.

Escalate with logs, payload shape, and expected vs actual behaviour.

Enterprise Support Expectations

Critical Outage

Immediate response window.

Degraded Service

Same business day response.

Non-blocking Issue

Prioritized backlog response.

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