Support Escalation
Good support requests shorten incidents. The goal is not to publish contract-specific response targets in public docs; those belong in the executed agreement. The goal is to help teams gather the context AxonFlow support needs to diagnose production, evaluation, or self-managed deployment issues quickly.
When To Engage Support
Involve AxonFlow support when the issue goes beyond routine local troubleshooting, especially for:
- deployment upgrades that fail or stall
- persistent portal-authentication or SSO issues
- connector or provider configuration failures that are not explained by local configuration alone
- usage, license, or node-visibility inconsistencies
- regulated-workflow or audit concerns that require platform clarification
- production incidents where governance, approvals, or evidence workflows block operations
What To Gather Before Escalating
High-signal support requests include:
- organization or tenant identifier
- environment or deployment name
- approximate time of the issue, including timezone
- affected route, page, or API family
- whether the issue is tenant-scoped or platform-wide
- whether the deployment is SaaS, self-hosted, Evaluation, Enterprise, or In-VPC
- recent deployment or upgrade ID, if a rollout is involved
- last known good state
- exact action that triggered the issue
Do not send raw secrets, active credentials, copied session cookies, or plaintext SCIM tokens. Mask identifiers where possible.
Escalation Packages
Deployment Issue
Include:
- upgrade ID or release window
- current deployment status
- targeted services
- whether portal login still works
- whether provider, connector, and workflow paths still work
- what changed immediately before the incident
Pair this with Deployment Operations and Deployment Testing & Validation.
Monitoring or Runtime Issue
Include:
- affected metric family, dashboard, or log stream
- whether Agent, Orchestrator, portal, or connector symptoms are involved
- whether blocked requests, connector errors, approval stalls, or circuit trips increased
- whether the issue is tenant-specific or environment-wide
Pair this with Monitoring Overview and Failure Modes And Recovery.
Connector or Provider Issue
Include:
- connector or provider name
- whether configuration recently changed
- whether a test call succeeds
- whether the problem is authentication, network reachability, timeout, rate limit, routing, or response-shape related
- whether the same request works outside AxonFlow
Pair this with Connector Capability Matrix and Provider Routing.
Governance or Evidence Issue
Include:
- policy family or approval workflow involved
- expected decision and actual decision
- tenant, organization, or user context used for the test
- audit, usage, or evidence export path involved
- whether the issue affects all reviewers or only one role/group
Pair this with Policy Hierarchy, HITL Approval Gates, and Audit Logging.
Incident Severity Framing
Formal response targets depend on the customer agreement, but it still helps to frame issues consistently.
| Priority | Typical examples |
|---|---|
| Highest | production rollout failure affecting core workflows; broad authentication or portal outage; governance or compliance workflow failure blocking operations |
| Medium | connector or provider regression with a workaround; usage or license reporting inconsistency without production outage; monitoring regression with alternate visibility |
| Lower | documentation mismatch, non-blocking admin experience issue, or question about rollout planning |
Use the agreement for official SLA commitments. Use this page to make escalation quality consistent.
Internal Flow Before Escalating
Before escalating externally:
- confirm the issue is real and reproducible
- capture affected tenant, environment, and API family
- check deployment, monitoring, and health surfaces
- capture last known good state and recent changes
- escalate with the gathered context and without raw secrets
This prevents long back-and-forth cycles where support has to ask for the basics first.
