Enterprise Support Center

AEI Support Center

// Operational Support for Evidence, Marketplace, Certificates and Governed Release

AEI Support Center protects operational continuity, evidence integrity, customer trust and controlled release across access, entitlement, certificates, Marketplace, billing, security and support backoffice workflows.

P1 // CRITICAL

Production-blocking or evidence-impacting incident

15 min targetPriority restoration path

P2 // HIGH

Important workflow degradation or protected capability interruption

1 hr targetExpedited engineering review

P3 // STANDARD

Configuration, dashboard, usage or product behavior question

4 hr targetStandard support path

P4 // LOW

General guidance, documentation or informational follow-up

24 hr targetNext support cycle

Create Support Request

Support Tier Architecture

SUPPORT 01

Standard

Guidance for account access, documentation, dashboard use, non-critical configuration and general product questions.

SUPPORT 02

Operational

Review for active workflows involving entitlement, evidence state, certificates, records, dashboards and protected routes.

SUPPORT 03

Enterprise

Escalated support for private offers, institutional customers, Marketplace activation, billing alignment and governed production issues.

SUPPORT 04

Sovereign Review

Controlled review for critical evidence, public sector, financial institution, security-sensitive or high-assurance workflows.

Support Purpose

AEI Support Center provides operational assistance for customers using AEI products, evidence workflows, certificates, Marketplace activation, governed AI operations, telemetry records, protected dashboards and controlled release processes.

Support preserves continuity, clarifies system states, reviews evidence-related incidents and helps customers understand the operational path between request, authorization, seal, registry, billing and release.

AEI Support Center does not operate as a generic help desk. It supports governed infrastructure where each issue may involve identity, entitlement, evidence, telemetry, customer configuration, third-party systems and release policy.

What AEI Support Center Covers

AEI Support Center may assist with account access, entitlement verification, product activation, dashboard navigation, evidence package review, certificate status, seal state, SKU or URN visibility, ZIP delivery, Marketplace routing, billing record clarification and operational troubleshooting.

Support may also review customer-reported errors related to protected operations, evidence generation, public mirrors, Web3 proof visibility, certificate issuance, API responses, usage records, permission states or configuration conflicts.

Account and access assistance

Marketplace entitlement and activation support

Certificate, seal, SKU, URN and evidence status review

ZIP, manifest, receipt and evidence package guidance

Dashboard, API, telemetry and public mirror troubleshooting

Billing, usage and procurement record clarification

Information Required for Support

To review a support request efficiently, the Customer should provide the relevant account, organization, product, plan, entitlement, folio, SKU, URN, certificate ID, tokenId, transaction hash, dashboard route, timestamp, error message, affected user, expected result and actual result when available.

For evidence-related cases, the Customer should include the manifest, receipt, ZIP reference, hash, public proof, certificate URL, registry state or any available evidence package identifier.

{
  "recommended_support_payload": {
    "account_or_org": "required_when_available",
    "product_or_plan": "required_when_available",
    "folio": "optional",
    "sku": "optional",
    "urn": "optional",
    "certificate_id": "optional",
    "token_id": "optional",
    "tx_hash": "optional",
    "route_or_endpoint": "recommended",
    "timestamp": "recommended",
    "error_message": "recommended",
    "expected_result": "recommended",
    "actual_result": "recommended"
  }
}

Document Routing and Evidence Backoffice

AEI Support Center may use an internal document routing and evidence backoffice to organize customer files, technical evidence, Marketplace materials, private offer documents, implementation manuals, support records and ORCH administrative events into governed control surfaces.

This backoffice does not replace ORCH. ORCH remains the operational authority for governed events, while the support backoffice routes documents, records file states, updates control logs and preserves operational evidence for review.

Files submitted for support may be classified, routed, logged, placed under pending review or associated with customer, Marketplace, certificate, billing, technical or evidence workflows depending on their content, status and authorization.

This allows AEI Support Center to distinguish inbox items, routed files, pending review materials, client records, ORCH events and evidence packages without mixing legal, commercial, technical and operational materials.

{
  "support_backoffice": "SCRIPTMASTER_ROUTER",
  "orch_role": "GOVERNED_EVENT_AUTHORITY",
  "drive_role": "DOCUMENT_STORAGE",
  "sheet_role": "CONTROL_LOG_AND_HUMAN_REVIEW",
  "pending_review": "QUARANTINE_FOR_UNCLEAR_FILES",
  "policy": "PRIVATE_BY_DEFAULT_NO_SEAL_NO_RELEASE"
}

Evidence and Seal Support

When a request involves evidence, seal state, registry state, public proof, certificate status or ZIP delivery, AEI Support Center may review whether the relevant identifiers, hashes, URNs, receipts, registry records, metadata, token references or public anchors are present and consistent.

Support may help distinguish between private evidence, public proof, certificate metadata, customer-facing mirror fields and internal operational records.

AEI will not expose restricted evidence, private payloads, confidential logs or sensitive customer materials through public support channels.

Marketplace and Entitlement Support

For Google Cloud Marketplace customers, AEI Support Center may help review product activation, entitlement state, plan mapping, account identity, usage access, subscription state and protected capability availability.

If a Marketplace entitlement is inactive, pending, expired, cancelled, unpaid, inconsistent or not visible to AEI, protected operations may be limited until the entitlement state is resolved.

Some Marketplace, procurement, billing or payout issues may require action by Google Cloud, the Customer’s billing administrator, procurement team or marketplace support channel.

Certificate and SOLĒRE Support

AEI Support Center may assist with SOLĒRE certificate flows, including asset identity, .me structure, Johnson dossier, SKU registry, URN, metadata, seal, mint status, batch grouping, evidence ZIP and public mirror visibility.

A certificate may not be treated as complete unless its required product identity, registry state, evidence state, issuance state and proof references are present under the applicable product configuration.

If a mint, batch, ZIP or public mirror is incomplete, AEI may require additional validation before declaring the certificate ready for customer release.

{
  "certificate_readiness": {
    "identity": ".me_or_equivalent_required",
    "dossier": "johnson_or_structured_record_required",
    "registry": "sku_or_product_record_required",
    "evidence": "seal_or_evidence_state_required",
    "issuance": "mint_or_certificate_state_when_applicable",
    "delivery": "zip_or_customer_package_when_enabled"
  }
}

Security and Abuse Reports

Customers may report suspected unauthorized access, credential exposure, evidence manipulation, suspicious usage, dashboard abuse, API abuse, reverse engineering attempts, public mirror inconsistencies or unauthorized disclosure of AEI materials.

AEI may preserve relevant evidence, restrict affected operations, rotate or revoke access, freeze affected artifacts, escalate internally and request additional validation from the Customer.

Security-related support requests should avoid exposing secrets, private keys, raw credentials, tokens or sensitive documents in unsecured channels.

Data Privacy in Support

Support requests may involve personal data, customer records, operational logs, billing information, evidence references, screenshots or technical identifiers.

AEI processes support information only for purposes such as authentication, troubleshooting, incident review, service delivery, audit, compliance, security, billing clarification and customer communication.

Customers should avoid sending unnecessary sensitive data. When sensitive information is required, AEI may request that it be provided through an approved secure channel or authorized evidence package.

Response and Resolution

AEI Support Center reviews requests according to severity, entitlement, customer plan, operational impact, available evidence and contractual commitments.

Resolution may include explanation, configuration guidance, entitlement review, evidence verification, route correction, dashboard correction, certificate review, escalation to engineering, escalation to Marketplace or third-party guidance.

A support case may be closed when the issue is resolved, a workaround is provided, the root cause is identified, the Customer does not provide required information, the request falls outside AEI scope or a third-party dependency remains pending.

Enterprise Escalation

Enterprise customers, public entities, financial institutions and private offer customers may have defined escalation paths, support contacts, evidence review procedures, severity commitments or operational cadences in separate agreements.

Escalation may involve AEI operations, engineering, security, legal, compliance, customer success, Google Cloud Marketplace channels or third-party providers depending on the issue.

Escalated review remains governed by privacy, entitlement, evidence and confidentiality requirements.

Support Conclusion

AEI Support Center exists to protect operational continuity, evidence integrity, customer trust and controlled release.

Support is not only about fixing a screen. It preserves the chain between access, authorization, evidence, registry, certificate, billing and release.

The goal is simple: keep certainty operational.

{
  "support_role": "OPERATIONAL_CONTINUITY_AND_EVIDENCE_INTEGRITY",
  "policy": "PRIVATE_BY_DEFAULT_NO_SEAL_NO_RELEASE",
  "support_surfaces": [
    "access",
    "entitlement",
    "evidence",
    "certificates",
    "marketplace",
    "billing",
    "security",
    "release_state"
  ]
}