Employee Support and Escalation
Summary
This support model routes sanitized evidence by responsibility without naming individuals or exposing internal contact details.
Audience
- First-line support, application support, service owners, security engineers, and product owners
First-line checks
Confirm affected route/screen, time window, tenant-safe identifier, user-visible status category, scope (one user/tenant or wider), route source, and whether health/list requests fail. Never collect tokens, secrets, bank/KYC values, document contents, or raw event payloads.
Support escalation flow
Evidence to collect
Use correlation identifier, sanitized request category, response status, service/gateway version, route source, health result, timestamps, reproducible synthetic steps, relevant safe log event names, and recent deployment/migration state.
Ownership status
Team roles are documentation defaults. Named rotations, response targets, severity definitions, database/messaging on-call boundaries, and final escalation channels Require confirmation.
Source References
microservices/src/employee-service/Program.csmicroservices/src/employee-service/Dockerfilemicroservices/src/gateway-api/Program.csmicroservices/src/shared-kernel/Middleware/CorrelationIdMiddleware.cs
Related Articles
See Also
Keywords
- support model
- escalation evidence
- sensitive data handling
Revision Information
- Status: Draft
- Last reviewed: 2026-07-15
- Review cycle: Quarterly