🛠️ title: Remote Troubleshooting Runbook description: Step-by-step guidance for sharing troubleshooting evidence with Control Core support.

🛠️ 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