Control CoreDocs

Remote Troubleshooting Runbook

Use this runbook when opening or responding to a Control Core support ticket.

Choose Sharing Mode

Option A - Export Package

Choose this when you need a point-in-time snapshot and controlled handoff.

  1. Set TICKET_REF and incident window.
  2. Add clear issue context in README.txt.
  3. Generate DIAG or AUDIT package.
  4. Verify hash/signature metadata.
  5. Upload/share package with ticket.

Option B - Direct Connector

Choose this when support needs iterative diagnostics over the same issue window.

  1. Configure connector credentials using least-privilege scope.
  2. Limit index/query scope to incident data only.
  3. Validate connection test and preview returned events.
  4. Share connector session details with ticket reference.

Required Ticket Context

  • TICKET_REF
  • Time range
  • Environment (sandbox/production)
  • Impact summary (who/what is blocked)
  • Reproduction hints

Escalation SLA Inputs

Provide the following to avoid back-and-forth:

  • Latest package hash (or connector validation ID)
  • Policy version/commit references where possible
  • Bouncer IDs/resources involved
  • Any attempted mitigations and outcomes