Migration scope
Some releases or configuration changes may require database migrations, Knowledge Base reindexing, cache rebuilds, or refreshed derived context. Treat that work as part of the update plan, especially when agents, search, support replies, or workflow decisions depend on current source material.
Reindex decision
Decide which sources must be refreshed after plugin updates, policy edits, imported playbooks, provider changes, or large WooCommerce catalog changes. Pair this with update and rollback, backup and staging workflow, and Knowledge Base Sources so the team knows what should be current before workflow execution resumes.
Post-update verification
After migrations or reindexing, run a small set of read-only prompts, source citation checks, diagnostics, and workflow dry runs. Do not restart customer-facing agents, storefront panels, or write-capable workflows until the refreshed context produces expected results.
Quick reference
- Use this page when collecting diagnostics, reproducing errors, planning updates, routing support, or documenting incident recovery.
- Do not share raw logs, provider keys, server credentials, purchase codes, payment data, or unrelated customer records as support evidence.
- Key decision: whether the evidence is fresh, redacted, reproducible, routed to the right owner, and safe to share.
Scope limits
- Do not use this page to share raw logs, credentials, purchase codes, or unredacted customer records while trying to accelerate support.
- This page does not replace hosting, provider, CodeCanyon, or internal incident ownership.
- Use it to collect safe evidence and route the issue without exposing secrets or unrelated private records.
Owner and cadence
- Primary owner: support lead or site administrator responsible for triage and evidence handling.
- Review cadence: when an issue is reported, before support contact, and after recovery to improve the runbook.
- Escalate when migrations, source reindexing, cache rebuilds, or refreshed context fail before production workflows restart.
Access and data boundary
- Support evidence should preserve exact error codes, timestamps, URLs, user agents, diagnostics, and reproduction paths while removing secrets and unrelated private data.
- Use support-safe diagnostics, exact timestamps, reproduction steps, version details, and affected-screen context instead of raw logs or broad database exports.
- Share provider keys, server credentials, purchase codes, payment data, customer records, and private logs only through approved secure channels when explicitly required.
Production checklist
- Identify migrations, Knowledge Base reindexing, cache rebuilds, and refreshed context required by the update or configuration change.
- Run citation checks, diagnostics, read-only prompts, and workflow dry runs before restarting agents or write-capable workflows.
- Capture exact timestamp, affected user, affected screen, SophMate version, WordPress version, PHP version, and reproduction steps.
- Redact provider keys, credentials, payment data, private customer details, and raw logs before support handoff.
Acceptance checks
- Source indexes, cached context, and migrated data are current before production workflows resume.
- The team knows which modules remain paused if migration or reindex verification fails.
- The support report lets another operator reproduce or triage the issue without receiving secrets.
- The team knows whether to escalate to hosting, provider support, CodeCanyon support, or internal operations.
Failure modes to test
- Test repeated errors, stale diagnostics, failed migration or reindexing, missing purchase context, untested rollback, wrong support route, and incomplete incident prevention notes.
- Test stale diagnostics, repeated error codes, missing reproduction steps, unredacted evidence, wrong escalation route, failed update, and incomplete rollback proof.
- Confirm support handoff preserves timestamps and codes while removing secrets and unrelated private data.
Evidence to capture
- Record exact timestamp, screen, URL, user role, SophMate version, environment details, error code, reproduction path, and diagnostics status.
- Capture what was redacted from logs, screenshots, support bundles, and customer-related evidence.
Decision record
- Decision field to include: exact error or release context, redaction status, rollback proof, support route, prevention owner, and restart criteria.
- Record the support decision, severity, affected screen, timestamp, environment details, reproduction path, owner, routing path, and redaction status.
- Include whether the issue belongs to hosting, provider support, CodeCanyon/plugin support, internal operations, or a post-incident prevention task.
Stop or rollback path
Stop retries, updates, or support handoffs when evidence is incomplete, secrets are exposed, ownership is unclear, or rollback is untested. Resume after diagnostics, redaction, support route, and prevention notes are complete.
Monitoring window
- Monitor repeat errors, unresolved diagnostics, support response state, redaction quality, and owner handoff until closure.
- Review prevention notes after the issue is resolved so the next request is easier to triage.
Expansion criteria
- Operational runbooks can expand only after rollback, diagnostics, redaction, prevention owners, and restart criteria are validated.
- Standardize the support path only after reproduction, diagnostics, redaction, routing, and prevention notes are complete.
- The next operator can use the same report format without exposing secrets or unrelated customer data.
Common mistakes
- Restarting agents or workflows after an update before confirming migrations, source indexes, caches, and citations are current.
- Retrying or changing settings repeatedly before preserving the exact error report, timestamp, and affected screen.
- Opening support requests with raw logs or vague descriptions instead of redacted diagnostics and reproduction steps.
Common questions
What makes support evidence useful?
Useful evidence is fresh, reproducible, timestamped, redacted, tied to a specific screen or failure, and routed to the right owner or support channel.
Who should own this decision?
The support lead or site administrator should own the report until it is routed to hosting, provider, CodeCanyon support, or internal operations.
What should stop the rollout?
Stop when evidence is stale, reproduction is missing, redaction is uncertain, or the support route is wrong.
Related operations
- Use Incident Response Runbook when production behavior is affected.
- Use Contacting Support before opening a support request.
- Use Support SLA and Escalation Matrix before customer-visible support routing.
- Use Error Reports and Support Codes before redacting or sharing an error report.
- Use Post-Incident Review and Prevention before returning paused work to normal scope.
- Use Changelog and Release Note Review before release decisions.