Technical Reference
Product Support and Feedback Platform: Technical Reference and Integrations
Review the technical, data, lifecycle, validation, and integration contract for Product Support and Feedback Platform.
Product Support and Feedback Platform · Technical Reference
Public product documentation, guided resolution, known issues, releases, ideas, voting, surveys, feedback, gaps, onboarding, import, governance, repository sync, reliability, incidents, journeys, operations, and private handoffs.
Purpose
This reference summarizes the functional contract, record expectations, lifecycle, validation, export, compatibility, integration, privacy, and release-review requirements for Product Support and Feedback Platform.
Prerequisites
- Current release notes and repository documentation
- A test environment
- A backup and rollback plan
- Access to product health or package checks
- The synthetic all-feature sample
Sample data
This article uses a fictional Resilient Community Retrofit Program. The files contain one demonstration row for every documented feature, so each capability can be tested without private or production data.
Download CSV feature examples · Download JSON workspace example
Preview
| # | Feature | Sample action | Expected result | Classification |
|---|---|---|---|---|
| 1 | Product Taxonomy | assign Product, Version, Component, Issue Type, and Release | consistent routing context | synthetic-demo |
| 2 | Support Articles | create detailed guides as sc_support_article drafts | searchable product documentation | synthetic-demo |
| 3 | Documentation Collections | group six guides into a hierarchical product collection | a browsable documentation set | synthetic-demo |
| 4 | Article Types | classify Getting Started, How-to, Troubleshooting, and Technical Reference | filtered content | synthetic-demo |
| 5 | Guided Resolution | match an endpoint error to articles, issues, releases, and next steps | a product-aware route | synthetic-demo |
The downloadable files include all 22 feature rows.
Technical contract
Canonical identity
| Field | Value |
|---|---|
| Product slug | product-support-platform |
| Product name | Product Support and Feedback Platform |
| Verified version | 5.1.0 |
| Content pack | 1.0.0 |
| Default article state | draft |
| Human review | required |
Functional surface
| Capability | Sample operation | Expected artifact |
|---|---|---|
| Product Taxonomy | assign Product, Version, Component, Issue Type, and Release | consistent routing context |
| Support Articles | create detailed guides as sc_support_article drafts | searchable product documentation |
| Documentation Collections | group six guides into a hierarchical product collection | a browsable documentation set |
| Article Types | classify Getting Started, How-to, Troubleshooting, and Technical Reference | filtered content |
| Guided Resolution | match an endpoint error to articles, issues, releases, and next steps | a product-aware route |
| Known Issues | publish symptom, severity, state, workaround, and resolution | a public issue record |
| Release Intelligence | connect current, planned, maintenance, superseded, and retired releases | a release record with related guidance |
| Public Ideas | publish a moderated feature proposal | a public idea and official status |
| Voting | record advisory support without automatic prioritization | a bounded support signal |
| Forms and Surveys | run a documentation-usefulness survey | private responses and reviewed analysis |
| Article Feedback | collect helpful/not-helpful and step-specific comments | a quality signal |
| Failed Search Intelligence | track searches such as restore workspace | a documentation-gap signal |
| Documentation Gaps | combine search, issue, support, and feedback evidence | a ranked editorial opportunity |
| Product Onboarding | register product owners, routes, versions, components, and readiness | a support profile |
| Content Import and Export | import this JSON corpus as drafts and export governed records | an integrity-tracked batch |
| Editorial Governance | assign standards, lifecycle, reviewers, freshness, and approval | a human publication trail |
| Repository Sync | compare repository documentation with Knowledge Base coverage | a synchronization finding |
| Reliability Analytics | combine issue, incident, support-demand, and product evidence | an advisory reliability dossier |
| Platform Incidents | coordinate a cross-product public incident | an incident record and affected products |
| Cross-Product Journeys | guide users from data to analysis to decision | a connected support journey |
| Connected Operations | review dossiers, blockers, readiness, actions, and snapshots | an operations report |
| Private Support Handoff | send consented product/version/problem context to Contact and Engagement | a short-lived private handoff |
Core record fields
- Stable record or artifact ID
- Product and schema version
- Created and updated time
- Owner or responsible role
- Lifecycle or review state
- Source and provenance
- Units, period, geography, classification, or audience where applicable
- Validation findings and uncertainty
- Privacy and publication boundary
- Export or handoff integrity metadata
Lifecycle
Use a human-controlled lifecycle such as draft → review → approved/published, with revise, superseded, archived, withdrawn, failed, and recovered states where appropriate. Automated analysis may recommend; it must not silently approve, publish, or create private cases.
Validation
- Required-field and type checks
- Identifier and relationship checks
- Unit, period, geography, method, and classification compatibility
- Product and schema compatibility
- Source, evidence, and provenance completeness
- Permission, privacy, and publication-boundary checks
- Deterministic checksum or fingerprint validation for portable artifacts
Integrations
- Contact and Engagement Platform
- All Sustainable Catalyst products
- GitHub
- Platform Core
Send the minimum required fields through a typed contract. Preserve source product, destination, schema, artifact ID, review state, provenance, consent or privacy boundary, and receipt. Private Contact and Engagement records never belong in public support or research artifacts.
Release review
- Confirm interface, service, manifest, package, and schema versions.
- Validate the all-feature sample.
- Run product tests and integrity checks.
- Test one export and each supported handoff category.
- Document breaking changes and migration path.
- Update Last Verified Version before publishing this article.
Expected output
- A complete feature contract
- A validated synthetic export
- A compatibility decision
- A documented integration receipt
- A release-integrity report
Verification
- Product slug, version, schema, and IDs agree.
- Every documented feature maps to an actual interface, command, route, or record.
- The sample files produce the stated artifacts.
- Integrations preserve provenance and privacy.
- Migration, rollback, support, and release documentation are current.
Responsible use
Public support records must exclude identity, private cases, correspondence, documents, credentials, and confidential details.