Support bundle and privacy page.

Cross-product guidance for what support bundles may include, what must be excluded or redacted, when approval is required, and which product runbook owns exact capture commands.

Page Snapshot

Bundle sections: 8
Data classes: 7
Approval gates: 6
Review state: Routed

Bundle Principles

MinimizeCapture only what is needed to reproduce, route, or review the issue.
Prefer MetadataUse status codes, reason codes, route names, counts, and shape-only samples before payloads.
RedactRemove credentials, customer identifiers, private topology, and personal data before sharing.
Link EvidenceAttach runbook, troubleshooting, observability, compatibility, limits, and evidence links.
Route ReviewRequest privacy or security review before including sensitive data or retained artifacts.

Standard Bundle Contents

Default include, exclude, and approval rules
Section	Include by default	Exclude or redact by default	Approval trigger
Case summary	Product, environment class, maturity label, symptom, impact scope, timestamp, first failing route or script, status, and reason code.	Customer names, account numbers, private environment names, commercial terms, and unsupported promises.	Support review when the summary names a customer, contractual path, or response expectation.
Reproduction context	Product version or commit SHA, local OS, command name, route, CLI flags needed for the issue, and disposable local path names.	Full environment dumps, shell history, unrelated variables, usernames in paths when unnecessary, and shared-state cleanup commands.	Operations review when the steps mutate state or require nonlocal access.
Health and readiness	Health response, bind address, selected node or service, readiness blockers, storage status, and release metadata where documented.	Tokens, unrelated headers, private hostnames, public customer endpoints, and full process dumps.	Security review when auth mode, trusted headers, mTLS, or access controls are discussed.
Metrics and counters	Scrape status, disabled response, metric-family availability, counts, labels after minimization, and startup metrics flags.	Tenant labels, stream names, dataset names, object keys, customer dimensions, and screenshots with identifying labels.	Privacy and security review when labels identify a tenant, customer, user, or private topology.
Audit and event evidence	Route, query parameters, auth mode, event count, content type, payload-free sample, and tenant-filter note where documented.	API keys, bearer tokens, trusted headers, payloads, personal data, tenant IDs, stream names, and private topology.	Privacy and support review before sharing event samples outside the reviewer group.
Logs and diagnostics	Service terminal tail, diagnostic summary, storage or WAL state, segment counts, fixture name, command exit code, and redaction note.	Raw object bodies, stream payloads, telemetry payloads, cache values, protocol frames, secrets, private keys, and unrelated directory listings.	Privacy review for raw logs or traces; security review for secret-adjacent output.
Config evidence	Product-specific bind address, data directory, storage mode, query-read store, auth mode, validation flags, and relevant config keys.	Cloud credentials, access keys, account IDs, KMS ARNs, IAM role ARNs, bucket names, namespaces, and customer-specific tags.	Security review for credential or auth config; privacy review for customer-identifying config.
Evidence links	Product runbook, troubleshooting entry, observability guide, reference page, compatibility row, limits row, evidence index row, and owner.	Roadmap promises, stronger maturity wording, unsupported claims, and evidence outside the linked scope.	Docs QA review when evidence status, maturity, or claim wording changes.

Product-Specific Redaction

Per-product bundle boundaries
Product	Include	Redact or exclude	Runbook
ObjectDB	Health status, platform capability JSON, S3 operation headers, XML error code, request ID, bucket/key shape, and data-directory posture.	Access keys, bearer tokens, object payloads, sensitive bucket names, sensitive object keys, tenant identifiers, private local paths, and shared data directories.	ObjectDB operator runbooks
Message Broker	Health status, node id, storage status, auth mode, metrics status, audit count, diagnostics schema, stream state, quota error, and replication status.	API keys, bearer tokens, mTLS material, trusted identity headers, payloads, personal data, tenant identifiers, customer stream names, target credentials, and private topology.	Message Broker operator runbooks
LogDB	Health status, OTLP admission result, query shape, matched counts, used indexes, scanned bundle count, WAL mode, S3 query-read setting, and BYOC preflight summary.	Raw telemetry payloads, identifying trace/span IDs, tenant identifiers, dataset names, sensitive record IDs, AWS account IDs, bucket names, KMS ARNs, IAM role ARNs, credentials, and proprietary traces.	LogDB operator runbooks
Concordia	Script name, exit code, bind values, readiness blockers, status, reason code, fixture name, Storage boundary booleans, protocol test count, and reviewer owner.	Bearer tokens, tenant IDs, dataset IDs, keys, values, customer topology, private hostnames, process logs with secrets, future-frame claims, and fixture paths that expose sensitive workspace details.	Concordia validation runbooks

Data Classes

Default handling by data class
Data class	Examples	Default handling	Approval needed
Public docs links	Published docs URLs, runbook paths, compatibility rows, limits rows, evidence IDs.	Include.	Docs QA review when links or evidence status change.
Operational metadata	Status code, reason code, command name, route, content type, count, local bind, release metadata, feature flag name.	Include after checking the product runbook.	Operations review when metadata reveals topology or mutating steps.
Customer identifiers	Tenant ID, dataset, stream, bucket, object key, record ID, trace ID, span ID, private hostname, account ID, namespace, tag.	Redact or replace with stable placeholders.	Privacy and support review before sharing outside the reviewer group.
Payload data	Object body, stream payload, telemetry payload, cache value, raw protocol frame, full trace body.	Exclude by default.	Privacy, security, support, and product review before any exception.
Credentials and secrets	API key, bearer token, access key, private key, mTLS material, trusted identity header, cloud credential, shell history with secrets.	Exclude. Regenerate the bundle if found.	Security review required even for redacted examples.
Local or cloud topology	Directory listings, full paths, node hostnames, replication targets, bucket names, ARNs, IAM roles, KMS keys, Terraform output.	Minimize and redact.	Security and privacy review when customer-specific or cloud-specific.
Retained artifacts	WAL files, segment bundles, diagnostic bundle files, audit exports, logs, traces, protocol fixtures.	Include metadata and hashes only unless a product owner requests more.	Privacy, security, operations, and support review for raw artifacts.

Redaction Checklist

Reviewable redaction sequence
Step	Check	Required action
1	Confirm scope.	Name the product, runbook, route or script, maturity label, issue, and reviewer owner.
2	Remove credentials.	Search for authorization headers, API keys, bearer tokens, access keys, private keys, certificates, and trusted identity headers.
3	Remove customer identifiers.	Replace tenant, dataset, stream, bucket, object key, record, trace, span, hostname, account, namespace, and tag values with placeholders.
4	Remove payloads.	Replace raw object, stream, telemetry, cache, protocol, and trace payloads with shape-only summaries, counts, and hashes when needed.
5	Minimize config.	Keep only config keys needed to reproduce the symptom; redact paths, ARNs, role names, bucket names, credentials, and unrelated values.
6	Add evidence links.	Link the product runbook, troubleshooting entry, observability guide, reference, compatibility row, limits row, and evidence ID.
7	Route review.	Request privacy, security, support, operations, docs QA, and product review when the bundle or wording crosses their trigger.

Approval Gates

When support bundle contents need reviewer acceptance
Trigger	Required reviewers	Bundle rule
Raw customer payload, raw telemetry, full trace body, cache value, object body, stream payload, or protocol frame is requested.	Privacy reviewer, security reviewer, support reviewer, product SME.	Exclude unless reviewers explicitly accept a scoped exception.
Credential-adjacent output appears, even redacted.	Security reviewer and product SME.	Regenerate the bundle when a secret is present; keep only redacted examples if security accepts them.
Customer identifiers are needed to correlate a case.	Privacy reviewer and support reviewer.	Use placeholders by default; include exact identifiers only inside the approved reviewer group.
Mutating remediation or cleanup output is included.	Operations reviewer and product SME.	Attach the product runbook, stop condition, and evidence captured before mutation.
Support response expectations, escalation promises, retention wording, privacy wording, or customer handoff instructions change.	Support reviewer, privacy reviewer, security reviewer when controls are mentioned, docs lead.	Keep wording verification-required until reviewers accept the exact claim.
Evidence status, maturity label, compatibility row, known limit, or product behavior changes.	Docs QA reviewer, product SME, docs lead when launch-significant.	Update evidence and limits in the same change.

Bundle Handoff Template

Support bundle handoff

- Product:
- Environment class:
- Maturity label:
- Symptom:
- First failing route or script:
- First failing status or reason code:
- Product runbook:
- Troubleshooting entry:
- Observability guide:
- Reference or compatibility row:
- Limits row:
- Evidence ID:
- Redaction performed:
- Excluded sensitive fields:
- Required reviewers:
- Approval state:
- Follow-up owner:

Support Bundle Guardrails

Exclude Secrets

Bundles that contain credentials or secret-adjacent output should be regenerated after removal and routed to security review.

Payloads Need Review

Raw customer payloads, telemetry, cache values, object bodies, and protocol frames stay out unless reviewers accept a scoped exception.

Links Keep Scope Honest

Attach runbook, troubleshooting, observability, compatibility, limits, and evidence links so the bundle cannot imply a broader claim.

Evidence

DOCS-056 evidence map
Page area	Evidence	Status
Bundle shape and runbook evidence capture	DOCS-049, DOCS-054, and DOCS-055	pending
ObjectDB support bundle exclusions	DOCS-050, DOCS-054, and DOCS-055	pending
Message Broker diagnostics and audit exclusions	DOCS-051, DOCS-054, and DOCS-055	pending
LogDB telemetry, WAL, S3 query-read, and BYOC exclusions	DOCS-052, DOCS-054, and DOCS-055	pending
Concordia validation, fixture, and protocol exclusions	DOCS-053, DOCS-054, and DOCS-055	pending
Sensitive review routing and claim gates	DOCS-007 and DOCS-011	pending

Limits

This page is not a support policy, retention policy, privacy notice, security control description, incident response process, or legal approval record.
Product runbooks own exact commands, expected outputs, cleanup, and remediation steps.
Do not share credentials, secrets, raw customer payloads, raw telemetry, personal data, private topology, or retained artifacts outside the approved reviewer path.
Do not mark support bundle, telemetry, privacy, retention, security, availability, performance, scale, or customer handoff wording as accepted until required reviewers approve the exact scope.

Safe Next Steps

Available: DOCS-055
Use troubleshooting index
Route symptoms to the correct product runbook before deciding what support evidence to collect.
Available: DOCS-054
Use observability and audit guide
Classify health, metrics, audit, logs, diagnostics, and support bundle evidence before handoff.
Available: DOCS-011
Use sensitive-review workflow
Route support, privacy, security, retention, and customer-data wording to the required reviewers.
Available: DOCS-057
Move into examples work
Define the examples strategy and layout for the next epic after operations runbooks are complete.
Available: DOCS-062
Review community support snapshot
Use the illustrative support handoff example to keep product roles, redaction, and reviewer routing visible.