Reliability and support basics
Operations
Help people without exposing private systems
When something feels wrong, gather human details first: when, where, and who. Hosting consoles and secret values stay with approved contacts.
Credentials
Production access lives in your approved host accounts. Never paste secrets into chat, tickets, or this public handbook.
Retention in plain language
Temporary media files are cleaned up on a schedule. The record that work was reported and evidenced remains available to authorized operators.
When a report seems missing
- Ask when they submitted and the bin code (or a clear place description).
- Search Operations for that bin and time window.
- Ask whether the phone was offline. Drafts often appear after reconnect.
- If still missing, escalate to your Track Clean contact with time, place, and reporter email if known.
Try this:
Keep a short internal note template: date, bin code, reporter, what you already checked. That speeds up escalation.