Support posture
Support requests should be rich in environment details so responders can reproduce and validate quickly.
Data required in every request
- Environment details: host OS, deployment target, service mode.
- Identity source, integration IDs, and failed transaction IDs.
- Observed logs with local timestamps and API request IDs.
Escalation model
Tier-1 triage validates route, metadata, and contract alignment first. Complex security incidents include evidence for signatures and permission context.
Incident intake requirements
- Include request ID, timestamp, integration source, and payload sample.
- Specify whether the issue occurs on create, filter, or reconciliation flow.
- Attach environment, version, and recent config changes for faster triage.