PATH · 01
SUPPORT
OPENS
Intake · response
Open a ticket
Standard intake for product issues, integration questions, and the work that needs a person on it.
OPEN PATH
OPEN →RESOURCES · SUPPORT
Help that finds you.
Three doors. Live response for a release gate that is open. Runbooks for what is already documented. A line to AuraOne for everything else.
ALWAYS-ON · ESCALATION · ON THE RECORD
CATEGORIES
Three paths
Live response, runbook lookup, and the trust review surface. Pick the next move.
LATEST
Always-on intake
Tickets, escalation, and on-call response work whether or not a person is reading docs.
TOPICS
Run · review · escalate
When a workflow needs a human, the path is short and named.
SUPPORT PATHS
Pick the path that moves the work.
Six surfaces. Each one opens the right room for the question. No phone tree. No queue without a person attached.
PATH · 02
SUPPORT
OPENS
On-call · gate
Production escalation
Use this path when a release gate is open or a workflow is blocking the team. Routes straight to the on-call.
OPEN PATH
OPEN →PATH · 03
SUPPORT
OPENS
Recovery steps
Runbooks
Step-by-step recovery for the most common failure modes. Read before paging when the answer is already documented.
OPEN PATH
OPEN →PATH · 04
SUPPORT
OPENS
Cloud setup
Deployment guide
Managed cloud setup, key handling, and the controls reviewers ask about first.
OPEN PATH
OPEN →PATH · 05
SUPPORT
OPENS
Controls · review
Security review
Posture, controls, and the trust materials procurement and risk owners open first.
OPEN PATH
OPEN →PATH · 06
SUPPORT
OPENS
Direct line
Talk to AuraOne
When a workflow needs a conversation, this is the line. Pilots, scope, integration, or a hard case.
OPEN PATH
OPEN →SUPPORT
Open a path. We answer.
We'll match the question to the right room and route the response to the person who can move it.
↳ STARTS WITH
A release gate that is open, a workflow that is blocked, or a reviewer asking which page covers the control.
↳ LEAVES WITH
A person on the line, a runbook in hand, and the next step already named.