PATH · 01
SUPPORT
OPENS
On-call · within the hour
Production escalation
A launch check is open or a workflow is blocking the team. Routes straight to on-call, fastest window first.
OPEN PATH
OPEN →RESOURCES · SUPPORT
Help is a path, not a queue.
Every path has an owner attached and a response window you can hold us to. On-call for an open gate. Security review and procurement for the reviewer doing diligence. A live status page for everyone.
NAMED OWNER · DEFINED WINDOW
WHO ANSWERS
A named owner
Every path routes to a person who can move it. No phone tree. No queue without someone attached.
RESPONSE
A window, by plan
Production escalation answers fastest. Security review and procurement get defined windows you can hold us to.
STATUS
A live page
Incidents and uptime are public. Check system status before you page, and after.
SUPPORT PATHS
Pick the path that moves the work.
Each path opens the right room for the question and routes to a person who can answer it. No phone tree. No queue without an owner attached.
PATH · 02
SUPPORT
OPENS
Intake · named owner
Open a ticket
Product issues, integration questions, and the work that needs a person on it. Tracked to an owner.
OPEN PATH
OPEN →PATH · 03
SUPPORT
OPENS
Controls · review
Security review
Posture, controls, the provenance chain, and the handoff file. The materials procurement and risk owners open first.
OPEN PATH
OPEN →PATH · 04
SUPPORT
OPENS
Uptime · incidents
System status
Live uptime and a public incident history. Check it before you page, and after. Subscribe to the feed.
OPEN PATH
OPEN →PATH · 05
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 · 06
SUPPORT
OPENS
Direct line
Talk to AuraOne
Pilots, scope, and a hard case. Tell us whether you are bringing Human Data or App Data work and we route you.
OPEN PATH
OPEN →RESPONSE WINDOWS
What you can hold us to.
The window scales with the plan. Production escalation is fastest; security review and product carry their own targets.
PLAN
PRODUCTION ESCALATION
SECURITY REVIEW
PRODUCT
Pilot
Same business day
5 business days
2 business days
Production
Within 4 hours
3 business days
1 business day
Enterprise
Within 1 hour, 24/7
Named reviewer, 2 business days
Same business day
SUPPORT
Open a path. We answer.
We'll match the question to the right room and route it to the owner who can move it, inside the window your plan sets.
↳ STARTS WITH
A launch check that is open, a workflow that is blocked, or a reviewer asking for the provenance chain and the handoff file.
↳ LEAVES WITH
A named owner on the line, a response window you can hold us to, and the next step already named.