Support model · Effective 2026-11-02
Platform owns ingestion support with Reliability as the failure escalation
The model separates who responds from the runbook that tells them what to execute.
Coverage and intake
Platform owns business-hours support and the existing on-call path for P1/P2 incidents. Operator questions use the service channel; alerts page on-call.
Priority matrix
| Priority | Definition | First owner |
|---|---|---|
| P1 | Acceptance stopped for multiple producers | Platform on-call |
| P2 | One queue impaired or lag rising | Platform on-call |
| P3 | Non-urgent defect or documentation gap | Platform backlog |
Escalation and boundaries
After 15 minutes without falling lag, or on any crash loop, Platform escalates to Reliability and stops replica changes. Checkout, Catalog, and Inventory own payload quality. Warehouse schema stays outside the service.
Runbooks own execution; this page owns who responds and when.