Collect request type, deployment mode, hardware class, route/DNS/fallback goal, privacy posture goal, and redacted evidence.
Contact and intake privacy
Intake should collect only what is needed to help.
The Gateway support, sponsor, appliance, MSP, evidence, and security paths should avoid credential custody and unredacted topology.
Private keys, tokens, passwords, full packet captures, unredacted topology, or credential custody by default.
Remote access must be explicit, time-limited, revocable, logged, and approved for the specific request.
Retention expectations should be clear before support bundles or evidence are shared. Before attaching logs or screenshots, review the support bundle redaction guide. Website measurement should follow analytics privacy rules.
Vulnerability reports should follow SECURITY.md, start with minimal detail, and should not be filed as public issues.
Sponsor, support, appliance, MSP, evidence, and security paths should stay distinct.