Control CoreDocs

🔒 title: Security of Support description: How Control Core secures support diagnostics with privacy and integrity controls.

🔒 Security of Support

Support workflows are designed to maximize diagnosability while minimizing data exposure.

📌 Secure Package Expectations

Diagnostic or audit package filenames must follow:

[TYPE]_[CUSTOMER_ID]_[YYYYMMDD_HHMMSS]_[TICKET_REF].tar.gz

  • TYPE: DIAG or AUDIT
  • TICKET_REF: short issue slug such as policy-latency-issue
  • README.txt: required in package root; explains observed behavior and impact

📌 Integrity and Trust Controls

  • Package SHA-256 digest is generated at export time
  • Signature metadata is attached for verification workflows
  • Optional encrypted payload mode protects package contents in transit/storage

📌 Privacy Promise

Control Core support can only access what your shared package or connector scope provides.

  • Redacted/masked fields remain masked
  • Support does not gain implicit access to unrelated tenant data
  • Connector integrations should be least-privilege and time-scoped

What to Include in README.txt

  1. Customer-visible symptom
  2. First observed timestamp (UTC preferred)
  3. Affected resource(s), bouncer(s), and environment
  4. What already changed/tested
  5. Desired outcome for this support request