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Gestalt

Customer support boundaries

Status: customer boundary doc. Required topic customer_support_boundaries from contracts/production-admission.v0.json customer_boundary_lane.required_doc_topics.

Support exists to help a pilot customer use Gestalt within the boundary the pilot admission record describes. Support does not exist to bypass that boundary.

What support can do

Section titled “What support can do”

Support can:

  • Read the membrane receipts and refusals tied to a pilot’s references. These are membrane-safe records and contain no raw plaintext business data.
  • Look up a stable refusal code in docs/reference/refusal-codes.md and explain what it means.
  • Cross-reference a customer’s reported behaviour against contracts/production-admission.v0.json operation_maturity and docs/reference/capability-state.md.
  • Inspect a proof bundle manifest and verify its commitments using the public verifier shape.
  • Open or progress a pilot admission revocation if the customer requests it (see pilot_admission_lane.revocation_supported in the contract).
  • Coordinate with the operations team to file an incident receipt (see Incident communication).

What support will not do

Section titled “What support will not do”

Support will not:

  • Bypass a refusal. A refusal returned by the central evaluator is the correct answer; support does not edit the refusal away.
  • Inspect the underlying store directly. Support reads through the same membrane any customer Koerper reads. The phrase enumerated in customer_boundary_lane.forbidden_doc_claims describing direct store access is refused both as a doc claim and as a runtime surface.
  • Accept raw customer data over a support channel. Email, chat, and ticket attachments are not a backdoor for the membrane. Raw register payloads, raw credential secrets, raw biometric material, and raw connector payloads must not be sent to support.
  • Admit an operation to production. Admission is the pilot admission lane’s job, behind a signed record. Support cannot short-cut it.
  • Render legal or accounting judgement. Support describes runtime behaviour. Advisor evidence comes through the advisor and economy lanes, not through a support reply.

Gestalt support is not an automated lawyer and not an automated accountant. These phrases are listed in contracts/production-admission.v0.json customer_boundary_lane.forbidden_doc_claims and never apply to support output.

Channels

Section titled “Channels”

The pilot admission record names the support channel. Outside that channel, support does not act on a request that affects an admitted operation. This protects the customer from social-engineered admission changes.

Escalation path

Section titled “Escalation path”
  1. Customer sends a question through the agreed support channel.
  2. Support reads the relevant membrane receipts and refusals.
  3. If the answer is a documented refusal, support points at the stable code and the doc page.
  4. If the answer requires an operations action (incident receipt, restore rehearsal, pilot admission revocation), support coordinates that action through the runtime, not around it.
  5. If the question implies an unmet pilot prerequisite, support refers back to the pilot admission record fields in pilot_admission_lane.signed_record_required_fields and the all_prior_phase_gates_must_pass list.

See also

Section titled “See also”