Support & Escalation
Support channels, incident escalation and out-of-hours scope by plan.
Document status and scope
Reference draft for agreeing service conditions. No confirmed approver or effective date is available. The procedure below requires project review and approval before application.
| Property | Value |
|---|---|
| Document ID | LTANS-SUPPORT-ESCALATION |
| Content revision | 0.2 · DRAFT |
| Topic | Support intake and escalation |
| Editorial date | 15/10/2026 |
| Effect | Not confirmed |
Responsibilities and decisions
Both parties agree channels, hours, severity and escalation contacts.
Application procedure
Submit time/zone, impact and correlationId → triage → update → recover → confirm closure.
Exceptions and controls
No tokens, keys or sensitive data in general support; out-of-hours channels follow contract.
Records and release conditions
Ticket, impact updates, escalation decisions and closure record.
Formal release must record owner, approver, scope and effective date; preserve revisions and approval evidence. Confirm contacts through info@mobile-id.vn. Do not include secrets or sensitive records in discovery email.