Support process
Triage safely, then escalate with useful evidence
Internally trained people provide first-level support. Escalate reproducible product defects through the organisation's agreed channel, and keep private mail and secrets out of cases.
Level 1: internally trained organisation people
L1 receives reports, confirms impact, and uses approved runbooks, Mail trace, and Audit log without exposing message content. L1 owns user communication and the organisation's incident, privacy, and change processes.
Level 2: RME Solutions Technology
L1 uses the organisation's agreed RME Solutions Technology channel to escalate a reproducible defect, or to request separately scoped assistance — state which. Keep this supplier channel in the organisation's controlled support runbook, not published to every user. RME Solutions Technology receives no system, account, or data access unless separately authorised.
Record enough to investigate
- Record a case identifier, reporter, affected service or mailbox, first-observed UTC time, user impact, and any containment.
- Check active mailbox status, assignments, configuration, provider health, Mail trace, Audit log, and the relevant runbook.
- When practical, reproduce safely in staging or locally with synthetic data.
- Capture the deployed version, component, safe steps, expected and observed results, time window, and redacted trace or error identifiers.
Use the organisation's incident policy to set urgency. This process creates no SLA, guarantees no response or resolution time, and certifies nothing.
Separate defects from quoted work
A product-bug escalation is a clear, reproducible behaviour in supported cmail code that conflicts with documented functionality. Work covered by a separate support agreement follows that agreement. Design, configuration, Cloudflare, identity-provider, DNS, provider, migration, recovery, bespoke integration, training, and non-reproducible troubleshooting outside that scope are separately scoped or quoted work.
If the boundary is unclear, mark the request as a scope review and state the facts rather than presuming a defect or entitlement.
Keep support evidence safe
Never include message bodies, attachments, credentials, OAuth or session values, API keys, private URLs, database exports, unredacted logs, or unnecessary personal data in a ticket or email. Use timestamps, trace identifiers, commit IDs, redacted screenshots, and synthetic reproductions instead.
Contain suspected compromise, unauthorised access, or data exposure and follow the organisation's incident process immediately. Suspected cmail vulnerabilities use the private security process, not ordinary support.
Service-management alignment
This workflow maps to ITIL service desk, incident, service request, problem, change enablement, knowledge, service level, supplier, information-security, monitoring and continual-improvement practices. ISO/IEC 20000-1 is the principal service-management reference; ISO/IEC 27001/27002, 27035 and 22301 cover security, security incidents and continuity.
Review the full standards and assurance map. Alignment is an operating target, not certification of cmail, RME Solutions Technology, or a deployment.