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Customer guide

Recovery and support

Pause an uncertain workflow, keep useful non-sensitive facts and use the declared pilot support path.

For: Workspace owner, Device administrator, Support requester

Before you begin

Keep the approved policy and rollback owner identifiable before a pilot test. The support inquiry needs only a work email, approximate time, affected path and non-sensitive symptom.

  1. Do not email credentials, customer records, prompt contents or attachments.
  2. For account recovery, use the offered verified-contact path.

Supported scope and current status

Published pilot support: Monday to Friday, 09:00 to 17:00 US Central (America/Chicago), excluding US federal holidays. First response within 1 business day. No on-call or out-of-hours coverage.

  1. Use /get-started and /security for the current declaration.
  2. Plan a local pause or rollback owner outside these hours.

Compare this path with the published coverage table and the coverage guide.

Set up the path

Record your organization’s incident contact, device administrator and support mailbox contact before testing. Agree which person can pause enrollment or restore a known policy.

  1. Save the support address from the public site.
  2. Keep your own change reference and synthetic-test result.

Use the workflow

When a workflow fails, pause the affected rollout or route and contact support with the exact non-sensitive state. State whether a send was refused, an event could not be read or an account was inaccessible.

  1. Include the surface, policy version and time window if known.
  2. Keep customer content in your authorized systems.

Verify the result

After a repair, confirm a fresh sign-in or device/route health readback and repeat the same safe synthetic test. A support reply alone is not proof the governed path recovered.

  1. Check the destination outcome and matching decision.
  2. Confirm the policy or account state after refresh.

Coverage references: 17 requirements, 0 currently passed

This guide is bound to 17 requirements in RedactWall's acceptance crosswalk, which is maintained internally and not published. A requirement counts as passed here only after current evidence for every bound scenario and authority has been published; none has been published yet.

See the public verification overview and the documentation coverage guide.

Denials and recovery

If there is no response within 2 business days, you may pause or cancel the pilot with no obligation. Lost MFA, denied role and stale policy each require their own authorized recovery; support should not request factor codes.

  1. Use the fallback when its time condition is met.
  2. After a factor reset or access change, re-check current sessions and roles.

Billing and integration handoffs

A billing dispute, device admission issue and integration fault may involve different customer owners. Support can coordinate; the invoice and configured payment path remain governed by /pricing.

  1. Provide an order or device reference without card or provider secrets.
  2. Keep the source-system administrator involved for connector repair.

Limits to keep in view

Support operates during the declared hours only, and a public status inquiry must not disclose whether another person has an account. Pausing a pilot does not certify data destruction.

  1. Use /privacy for the contact-retention and departure limits.
  2. Record any unresolved readback as unresolved.

Review the current Disclosures before relying on a capability.