Support og eskalation

Support and Escalation

Support model for beskæftigelse.dk pilots and deployments.

Support Channels

• General issues and product questions: GitHub Issues in this repository
• Security-sensitive reports: follow SECURITY.md (private disclosure)
• Procurement/pilot coordination: use the established project communication channel with the project owner

Incident Severity Levels

• Sev 1: Service unavailable or critical data integrity risk
• Sev 2: Major degradation affecting core workflows
• Sev 3: Partial degradation or non-critical functional defects
• Sev 4: Minor issues, documentation improvements, requests

Response Targets

• Sev 1: acknowledgement within 1 hour (business hours), mitigation started immediately
• Sev 2: acknowledgement within 4 business hours
• Sev 3: acknowledgement within 1 business day
• Sev 4: acknowledgement within 3 business days

Escalation Path

1. Triage and classify severity.
2. If security-related, switch to security workflow in SECURITY.md.
3. If operations-related, execute the runbook in docs/public-sector/operations-runbook.md.
4. Communicate status updates until incident closure.

Communication Expectations

During active incidents:

• Initial incident status includes impact, affected scope, and first mitigation step
• Update cadence: every 60 minutes for Sev 1/Sev 2 until stabilized
• Closure note includes root cause summary and follow-up actions

Service Readiness Dependencies

• Jobindsats API availability (including known maintenance windows)
• Database availability (Turso/libSQL)
• Hosting/runtime availability
• AI provider availability for chat and story-generation features