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Operations

What support should collect first​

  • Affected user or tenant.
  • UTC timestamp.
  • Exact error message.
  • Request ID if available.
  • Whether the issue affects one user or multiple users.

Escalation guidance​

Escalate when:

  • Multiple customers report the same behavior.
  • Authentication fails across valid accounts.
  • API requests fail repeatedly with 5xx.
  • A workflow regression appears after a release.