Support Model
Template Library
Support Model
Assign support roles, escalation paths, decision authority, stop/rollback authority, service expectations, and support gaps.
ES-111
Support
Accountability
Template purpose
Use this template to define the support and decision model for operation.
Project
<Project name>
Document control
| Field |
Value |
| Artifact owner |
<owner> |
| Primary reviewers |
<reviewers> |
| Status |
<draft / in review / accepted / revised> |
| Last updated |
<YYYY-MM-DD> |
| Related Engineering Stage |
ES-111 — Operational Readiness |
| Project workspace target |
docs/project-workspace/operations/support_model.md |
Support roles
| Role |
Owner |
Responsibility |
Contact / Channel |
<role> |
<owner> |
<responsibility> |
<channel> |
Support coverage
| Area |
Coverage / Expectation |
Notes |
| Response hours |
<hours> |
<notes> |
| First response expectation |
<expectation> |
<notes> |
| User support channel |
<channel> |
<notes> |
| Technical support channel |
<channel> |
<notes> |
| Escalation channel |
<channel> |
<notes> |
Escalation path
| Trigger |
First Response |
Escalation Owner |
Expected Action |
<trigger> |
<role> |
<owner> |
<action> |
Decision authority
| Decision |
Authority |
Evidence Required |
<decision> |
<authority> |
<evidence> |
Stop / rollback authority
| Scenario |
Authority |
Required Evidence |
<scenario> |
<authority> |
<evidence> |
AI or automation support responsibility
| Area |
Owner |
Responsibility |
<AI/automation area or not applicable> |
<owner> |
<responsibility> |
Support gaps
| Gap |
Impact |
Action |
<gap> |
<impact> |
<action> |
Review checklist
- [ ] Support roles are assigned.
- [ ] Escalation path is defined.
- [ ] Decision authority is explicit.
- [ ] Stop/rollback authority is explicit.
- [ ] Support gaps are visible.