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Press ⌘K or Ctrl+K to jump through guides and public API docs for user-owned master key and scoped credential flows.

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Support and Escalation

Use this playbook for API and broker incidents. Include tenant/principal context and request-level telemetry so support can triage auth, scope, and policy failures quickly.

Escalation Matrix

SeverityCriteriaInitial Response
SEV-1Credential leakage risk, cross-tenant access, or active auth bypass.Page on-call immediately; target 15-minute acknowledgement.
SEV-2Widespread token issuance failures or lease redemption outages.Escalate to platform support; target 1-hour acknowledgement.
SEV-3Documentation errors, SDK drift, or isolated customer issues.File support intake; target next-business-day response.

Required Incident Context

  • Absolute UTC timestamp and request ID.
  • Tenant ID and principal/workload identity.
  • Endpoint name, scope selector, and error code.
  • Observed impact and rollback/mitigation actions taken.
  • Whether DPoP/mTLS proof validation was involved.

Incident Payload Template

{
  "timestamp_utc": "2026-03-04T08:22:00Z",
  "tenant_id": "business-default",
  "principal_id": "mcp:desktop-broker:host-01",
  "endpoint": "aegis.v1.BrokerService/CreateCredentialLease",
  "request_id": "req_01hq...",
  "error_code": "permission_denied",
  "impact_summary": "deployment pipeline blocked"
}

Before Escalating

  1. Confirm token TTL and clock drift are within policy.
  2. Confirm selector scope exactly matches requested credential target.
  3. Confirm DPoP key or mTLS fingerprint matches registered proof binding.
  4. Check changelog for recent contract or policy updates.