Support and Incident Model¶
Atlanta, USA
Last updated: 2026-08-04
References
Objective¶
Provide fast troubleshooting and clear escalation pathways for Security Copilot platform issues and workflow interruptions.
Support pathways¶
| Pathway | Typical use |
|---|---|
| Self-help widget | First-line troubleshooting and known issue guidance |
| Support ticket | Service-impacting issue or unresolved platform behavior |
| Support history | Track and follow submitted case status |
Operational process¶
- Triage issue with reproducible context and affected workflows.
- Validate whether impact is role, plugin, data-source, or capacity related.
- Escalate via support ticket when platform intervention is required.
- Record outcomes and update internal runbooks.
Required readiness¶
- Roles with ticket-creation permissions confirmed.
- Incident communication template defined.
- Post-incident review process documented.