H.10.4 Platform Support

Support is a platform feedback system, not an endless queue for work domains should own.

• Publish supported capabilities, request channels, triage classes, ownership, escalation, and response expectations.
• Separate incidents, product defects, missing docs, onboarding, feature intake, migration help, and domain-specific requests.
• Use enabling work, examples, automation, and documentation to transfer recurring capability.
• Feed repeated questions, workarounds, exceptions, and central assistance into product or policy repair.
• Measure demand, repeat demand, time to owner, blocked work, self-service success, and support toil by cohort.