Record Support Playbook

Use this playbook when support staff investigate Record cases. It is for internal investigation guidance and should not be pasted directly to customers.

Classify the case

Common Record categories are capture permission, device selection, upload interruption, processing delay, export failure, library visibility, share access, comment visibility, metadata generation, and suspected privacy incident.

Minimum safe context

Collect the recording link or ID, workspace ID or name, customer account email, browser, operating system, approximate capture time, recording length, visible status, and whether the issue affects one recording or many.

Investigation order

Check workspace ownership first, then recording state, then upload state, then processing job state, then storage output, then share settings or export eligibility. Keep the investigation read-only unless an approved recovery procedure requires a retry or mutation.

Customer-safe answer shape

Explain the visible status, give one or two customer actions, set expectations for processing or export readiness, and ask for missing customer-safe details. Do not expose worker names, storage bucket keys, signed URLs, provider credentials, raw logs, internal IDs that are not already visible to the customer, or private viewer/comment data.

Escalation

Escalate to engineering or an owner/action-capable admin when there is suspected data exposure, repeated processing failures, storage degradation, bulk export failures, or a request to delete, restore, transfer, or inspect private content.