#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.
Use the Support page or your agreed AiDial support channel when an escalation is needed. If the Support page is temporarily unavailable, the portal fallback contact is help@aidial.com.au.
#What To Include
When escalating, provide customer-safe context:
- support ticket reference, if one already exists
- 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
- relevant visible IDs such as call ID, campaign ID, webhook ID, API key ID, invoice ID, or request ID
- 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, customer PII, or unredacted screenshots/attachments 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. |
| Support tickets | /support cannot load, a ticket needs status/owner/recipient changes outside your role, a linked call or client scope looks wrong, or the issue needs a secure attachment or evidence-transfer path. |
| Clients | A client requires production bootstrap, billing activation, historical data import, legal entity correction, deletion, or recovery. |
| Billing | Billing is not configured, an invoice PDF is unavailable, payment-portal access does not match the contract, or plan, discount, adjustment, tax, or legal billing details need correction. |
| API keys | A key may be exposed, a partner loses access to revoke a key, or an integration needs emergency shutdown. |
| Calls, recordings, and transcripts | You need raw transcript/audio/customer PII for a partner-managed client, call metadata appears scoped incorrectly, recording or PII access is disputed, or call-flow investigation requires service logs. |
| Projects | Publish status is stuck, runtime behaviour does not match a published version, restore-to-draft or rollback 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, project_vault, or governance behaviour is unclear, blocked by validation, or requires provider account setup, secret handling, service logs, or production call-flow checks. |
| Outbound campaigns | Campaign launch or resume validation is blocked by runtime capacity, phone routing, provider setup, unclear DNCR/registry evidence, consent/compliance uncertainty, or an emergency stop cannot be handled through the portal controls. |
| Integrations | Webhook delivery, phone-number routing, provider credentials, catalog enablement, RAG/knowledge-source access, plugin setup, SSO/SCIM setup, messaging delivery, or identity-verification provider behaviour needs service investigation. |
| Compliance and privacy | Consent, collection-notice, data-retention, secondary-use, data-deletion, audit-evidence, caller-request, or PII-unlock questions require legal review, production data correction, or secure transfer of sensitive data. |
| Security | You suspect tenant leakage, unauthorised access, exposed secrets, SSO/SCIM enforcement drift, IP allowlist lockout, 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 rotate the 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.