Support Incident Matrix
Esta vista canónica refleja el endpoint /api/growth-platform/support-incident-matrix y conserva el alcance sandbox: referencias de proveedor, evidencia de sandbox y handoff sin fondos bajo custodia de AltiroPay.
- support incident matrix ready local only
- Referencias env-only
- Sin custodia de fondos
- Pendiente de revision previa
Resumen de campos
| field | value |
|---|---|
| id | support_incident_matrix_company_client_demo_brand_demo_store |
| status | support incident matrix ready local only |
| companyId | company_client_demo |
| companyName | Cliente Demo |
| brandId | brand_demo_store |
| brandName | Demo Store |
| templateId | template_ecommerce_checkout |
| templateName | E-commerce checkout |
| packageId | package_managed_payments_ops |
| packageName | Managed Payments Ops |
| settlementResponsibilityPackId | settlement_responsibility_pack_company_client_demo_brand_demo_store |
| goLiveReadinessReviewId | go_live_readiness_review_company_client_demo_brand_demo_store |
| clientOperationsTimelineId | client_operations_timeline_company_client_demo_brand_demo_store |
| productionEnabled | false |
| productionReadiness | Pendiente de revision previa |
| noCustodyOfFunds | true |
| notPaymentGateway | true |
| notRegulatedFinancialProvider | true |
| providerFeesIncluded | false |
| settlementHandledByProvider | true |
| supportMode | local only support prep |
| productionSlaStatus | Pendiente de revision previa |
| incidentAuthority | no financial authority |
incidentTypes
| id | label | owner | escalationTarget |
|---|---|---|---|
| provider_status_mismatch | Diferencia entre estado proveedor, orden esperada y evidencia local | altiropay | provider |
| payment_method_configuration | Configuracion de medio de pago, routing sandbox o cuenta proveedor | altiropay | client |
| provider_outage_or_degradation | Caida, degradacion o respuesta inesperada del proveedor contratado | provider | provider |
| reconciliation_difference | Diferencia entre monto esperado, monto proveedor y reporte cliente | shared | client_provider |
| security_gate_blocker | Bloqueo por revision previa, vault, RLS, webhooks o idempotencia | altiropay | security |
severityLevels
| id | label | responseTarget | status |
|---|---|---|---|
| sev1_provider_outage | Proveedor sandbox/productivo no disponible o falla generalizada | Draft local target only - production SLA blocked | draft target not sla |
| sev2_payment_creation_blocked | Creacion de orden/link bloqueada para una marca o medio | Draft local target only - production SLA blocked | draft target not sla |
| sev3_reconciliation_review | Diferencia de conciliacion o evidencia incompleta | Draft local target only - production SLA blocked | draft target not sla |
| sev4_configuration_question | Consulta de configuracion, onboarding o evidencia | Draft local target only - production SLA blocked | draft target not sla |
escalationMatrix
| id | owner | label | boundary |
|---|---|---|---|
| altiropay_triage | altiropay | Clasificar incidente, validar evidencia sanitizada y proponer siguiente accion sandbox. | No resuelve fondos, saldos ni estados oficiales fuera del proveedor. |
| provider_official_status | provider | Confirmar estado oficial, disponibilidad, comisiones, liquidacion o reversa segun contrato. | Autoridad oficial del proveedor contratado. |
| client_business_decision | client | Aprobar comunicacion cliente final, documentos, cuenta proveedor y decisiones comerciales. | Responsabilidad del comercio/empresa cliente. |
| security_or_legal_gate | security_legal | Resolver bloqueos de revision previa, compliance, webhooks, RLS o terminos productivos. | Requerido antes de production readiness. |
evidenceRequirements
| id | label | source |
|---|---|---|
| sanitized_provider_evidence | Payload o captura proveedor sanitizada sin secretos, firmas ni tokens | /api/flow-sandbox/evidence-export |
| commerce_order_trace | commerceOrder, marca, proveedor y medio de pago involucrado | /api/growth-platform/client-operations-timeline |
| reconciliation_item | Item de conciliacion local cuando exista diferencia de monto/estado | /api/reconciliation/items |
| security_gate_context | Estado del revision previa cuando el incidente toque webhooks, RLS, vault o idempotencia | /api/security/preflight |
triagePlaybooks
| id | incidentTypeId | owner | escalationTarget | firstResponse | minimumEvidence |
|---|---|---|---|---|---|
| triage_provider_status_mismatch | provider_status_mismatch | altiropay | provider | validate local evidence and provider status | commerce_order_trace | sanitized_provider_evidence |
| triage_payment_method_configuration | payment_method_configuration | altiropay | client | review payment method setup and route | commerce_order_trace | security_gate_context |
| triage_reconciliation_difference | reconciliation_difference | shared | client_provider | compare expected provider and client reports | commerce_order_trace | reconciliation_item |
| triage_security_gate_blocker | security_gate_blocker | altiropay | security | route to revision previa remediation | security_gate_context |
blockedClaims
| id | label | status |
|---|---|---|
| production_sla | SLA productivo aprobado antes de revision previa y contrato legal | Pendiente de revision previa |
| financial_authority | AltiroPay con autoridad para liberar fondos, modificar saldos o liquidar al comercio | Prohibido |
| official_provider_status | AltiroPay como fuente oficial de estados, comisiones o liquidaciones proveedor | Prohibido |
| raw_incident_payloads | Compartir secretos, firmas, tokens, cuentas bancarias o payloads crudos en incidentes | Prohibido |
linkedArtifacts
| label | href | status |
|---|---|---|
| Settlement Responsibility Pack | /api/growth-platform/settlement-responsibility-pack?companyId=company_client_demo&brandId=brand_demo_store&templateId=template_ecommerce_checkout&packageId=package_managed_payments_ops&format=markdown | settlement responsibility pack ready local only |
| Revision go-live bloqueada | /api/growth-platform/go-live-readiness-review?companyId=company_client_demo&brandId=brand_demo_store&templateId=template_ecommerce_checkout&packageId=package_managed_payments_ops&format=markdown | go live readiness blocked local only |
| Timeline operativo cliente | /api/growth-platform/client-operations-timeline?companyId=company_client_demo&brandId=brand_demo_store&format=markdown | client operations timeline ready local only |