#Escalation Boundaries
Partner self-service is designed for routine account, project, and integration work. Some tasks require AiDial support because they involve production infrastructure, secrets, customer data, deployment state, billing contracts, or tenant lifecycle controls.
#What To Include
When escalating, provide customer-safe context:
- your partner organisation
- affected client name or client ID, if visible in the portal
- affected project display name or project ID, if visible in the portal
- portal page or direct API endpoint group involved
- approximate time and timezone
- what you attempted
- error code or message shown in the portal/API response
- whether the issue blocks a customer-facing workflow
Do not include passwords, API keys, bearer tokens, webhook secrets, recovery codes, raw call transcripts, full phone numbers, or customer PII unless AiDial explicitly requests a secure transfer path.
#Escalate These Cases
| Area | Escalate when... |
|---|---|
| Partner team | You cannot recover admin access, need organisation status changed, or suspect cross-organisation access drift. |
| Clients | A client requires production bootstrap, billing activation, historical data import, legal entity correction, deletion, or recovery. |
| API keys | A key may be exposed, a partner loses access to revoke a key, or an integration needs emergency shutdown. |
| Projects | Publish status is stuck, runtime behaviour does not match a published version, restore-to-draft needs production validation, or a runtime-domain change is not available through approved portal/API controls. |
| Runtime domains | providers.telephony, providers.stt, providers.tts, providers.llm, speech, testing, email, sms, identity_verification, caller_info, rag, plugins, webhook, or project_vault behaviour is unclear, blocked by validation, or requires provider account setup, secret handling, service logs, or production call-flow checks. |
| Integrations | Webhook delivery, phone-number routing, provider credentials, catalog enablement, RAG/knowledge-source access, plugin setup, messaging delivery, or identity-verification provider behaviour needs service investigation. |
| Security | You suspect tenant leakage, unauthorised access, exposed secrets, or customer-data mishandling. |
#Keep Internal Operations Out Of Public Channels
AiDial support may use internal deployment, host, secret-management, database, or log tooling to resolve an issue. Those procedures are not partner self-service instructions and should not be requested or shared in public partner documentation.
Partners should not ask customers to run host-level commands, provide API keys over email, or share screenshots that reveal secrets or personal information.
#Emergency Handling
For suspected credential exposure:
- Stop using the exposed credential.
- Revoke the key or secret through the portal/API if you have access.
- Create a replacement only after the integration owner confirms the secure storage location.
- Escalate with the key ID or webhook ID, not the secret value.
For suspected tenant data exposure, stop the affected workflow and escalate immediately with timestamps, page/API area, and visible request identifiers if available.