Support bundle and privacy page.

Cross-product guidance for what support bundles may include, what must be excluded or redacted, when approval is required, and which product runbook owns exact capture commands.

Page Snapshot

Bundle sections: 8
Data classes: 7
Approval checks: 6
Documentation status: Routed

Bundle Principles

1
MinimizeCapture only what is needed to reproduce, route, or review the issue.
2
Prefer MetadataUse status codes, reason codes, route names, counts, and shape-only samples before payloads.
3
RedactRemove credentials, customer identifiers, private topology, and personal data before sharing.
4
Link status notesAttach runbook, troubleshooting, observability, compatibility, limits, and limits links.
5
Route ReviewRequest privacy or security review before including sensitive data or retained artifacts.

Standard Bundle Contents

Default include, exclude, and approval rules
Section	Include by default	Exclude or redact by default	Approval trigger
Case summary	Product, environment class, readiness label, symptom, impact scope, timestamp, first failing route or script, status, and reason code.	Customer names, account numbers, private environment names, commercial terms, and unsupported promises.	Support review when the summary names a customer, contractual path, or response expectation.
Reproduction context	Product version or commit SHA, local OS, command name, route, CLI flags needed for the issue, and disposable local path names.	Full environment dumps, shell history, unrelated variables, usernames in paths when unnecessary, and shared-state cleanup commands.	Operations review when the steps mutate state or require nonlocal access.
Health and readiness	Health response, bind address, selected node or service, readiness blockers, storage status, and release metadata where documented.	Tokens, unrelated headers, private hostnames, public customer endpoints, and full process dumps.	Security review when auth mode, trusted headers, mTLS, or access controls are discussed.
Metrics and counters	Scrape status, disabled response, metric-family availability, counts, labels after minimization, and startup metrics flags.	Tenant labels, stream names, dataset names, object keys, customer dimensions, and screenshots with identifying labels.	Privacy and security review when labels identify a tenant, customer, user, or private topology.
Audit and event source scope	Route, query parameters, auth mode, event count, content type, payload-free sample, and tenant-filter note where documented.	API keys, bearer tokens, trusted headers, payloads, personal data, tenant IDs, stream names, and private topology.	Privacy and support review before sharing event samples outside the approved support channel.
Logs and diagnostics	Service terminal tail, diagnostic summary, storage or WAL state, segment counts, fixture name, command exit code, and redaction note.	Raw object bodies, stream payloads, telemetry payloads, cache values, protocol frames, secrets, private keys, and unrelated directory listings.	Privacy review for raw logs or traces; security review for secret-adjacent output.
Config source scope	Product-specific bind address, data directory, storage mode, query-read store, auth mode, validation flags, and relevant config keys.	Cloud credentials, access keys, account IDs, KMS ARNs, IAM role ARNs, bucket names, namespaces, and customer-specific tags.	Security review for credential or auth config; privacy review for customer-identifying config.
status-note links	Product runbook, troubleshooting entry, observability guide, reference page, compatibility row, limits row, status-note row, and owner.	Roadmap promises, stronger maturity wording, unsupported claims, and evidence outside the linked scope.	Documentation checks review when review status, maturity, or claim wording changes.

Product-Specific Redaction

Per-product bundle boundaries
Product	Include	Redact or exclude	Runbook
ObjectDB	Health status, platform capability JSON, S3 operation headers, XML error code, request ID, bucket/key shape, and data-directory posture.	Access keys, bearer tokens, object payloads, sensitive bucket names, sensitive object keys, tenant identifiers, private local paths, and shared data directories.	ObjectDB operator runbooks
Message Broker	Health status, node id, storage status, auth mode, metrics status, audit count, diagnostics schema, stream state, quota error, and replication status.	API keys, bearer tokens, mTLS material, trusted identity headers, payloads, personal data, tenant identifiers, customer stream names, target credentials, and private topology.	Message Broker operator runbooks
LogDB	Health status, OTLP admission result, query shape, matched counts, used indexes, scanned bundle count, WAL mode, S3 query-read setting, and BYOC preflight summary.	Raw telemetry payloads, identifying trace/span IDs, tenant identifiers, dataset names, sensitive record IDs, AWS account IDs, bucket names, KMS ARNs, IAM role ARNs, credentials, and proprietary traces.	LogDB operator runbooks

Data Classes

Default handling by data class
Data class	Examples	Default handling	Approval needed
Public docs links	Published docs URLs, runbook paths, compatibility rows, limits rows, status-notes.	Include.	Documentation checks review when links or review status change.
Operational metadata	Status code, reason code, command name, route, content type, count, local bind, release metadata, feature flag name.	Include after checking the product runbook.	Operations review when metadata reveals topology or mutating steps.
Customer identifiers	Tenant ID, dataset, stream, bucket, object key, record ID, trace ID, span ID, private hostname, account ID, namespace, tag.	Redact or replace with stable placeholders.	Privacy and support review before sharing outside the approved support channel.
Payload data	Object body, stream payload, telemetry payload, cache value, raw protocol frame, full trace body.	Exclude by default.	Privacy, security, support, and product review before any exception.
Credentials and secrets	API key, bearer token, access key, private key, mTLS material, trusted identity header, cloud credential, shell history with secrets.	Exclude. Regenerate the bundle if found.	Security review required even for redacted examples.
Local or cloud topology	Directory listings, full paths, node hostnames, replication targets, bucket names, ARNs, IAM roles, KMS keys, Terraform output.	Minimize and redact.	Security and privacy review when customer-specific or cloud-specific.
Retained artifacts	WAL files, segment bundles, diagnostic bundle files, audit exports, logs, traces, protocol fixtures.	Include metadata and hashes only unless a product owner requests more.	Privacy, security, operations, and support review for raw artifacts.

Redaction Checklist

Reviewable redaction sequence
Step	Check	Required action
1	Confirm scope.	Name the product, runbook, route or script, readiness label, issue, and owning team.
2	Remove credentials.	Search for authorization headers, API keys, bearer tokens, access keys, private keys, certificates, and trusted identity headers.
3	Remove customer identifiers.	Replace tenant, dataset, stream, bucket, object key, record, trace, span, hostname, account, namespace, and tag values with placeholders.
4	Remove payloads.	Replace raw object, stream, telemetry, cache, protocol, and trace payloads with shape-only summaries, counts, and hashes when needed.
5	Minimize config.	Keep only config keys needed to reproduce the symptom; redact paths, ARNs, role names, bucket names, credentials, and unrelated values.
6	Add limits links.	Link the product runbook, troubleshooting entry, observability guide, reference, compatibility row, limits row, and status-note.
7	Route review.	Request privacy, security, support, operations, documentation checks, and product review when the bundle or wording crosses their trigger.

Approval Checks

When support bundle contents need product confirmation
Trigger	Required support teams	Bundle rule
Raw customer payload, raw telemetry, full trace body, cache value, object body, stream payload, or protocol frame is requested.	Privacy team, security team, support team, product team.	Exclude unless support teams explicitly accept a scoped exception.
Credential-adjacent output appears, even redacted.	Security team and product team.	Regenerate the bundle when a secret is present; keep only redacted examples if security accepts them.
Customer identifiers are needed to correlate a case.	Privacy team and support team.	Use placeholders by default; include exact identifiers only inside the approved support channel.
Mutating remediation or cleanup output is included.	Operations team and product team.	Attach the product runbook, stop condition, and review captured before mutation.
Support response expectations, escalation promises, retention wording, privacy wording, or customer handoff instructions change.	Support team, privacy team, security team when controls are mentioned, documentation owner.	Keep wording verification-required until the appropriate team accepts the exact claim.
Review status, readiness label, compatibility row, known limit, or product behavior changes.	Documentation checks, product team, documentation owner when launch-significant.	Update limits and compatibility guidance and limits in the same change.

Bundle Handoff Template

Support bundle handoff

- Product:
- Environment class:
- Maturity label:
- Symptom:
- First failing route or script:
- First failing status or reason code:
- Product runbook:
- Troubleshooting entry:
- Observability guide:
- Reference or compatibility row:
- Limits row:
- Public documentation boundary:
- Redaction performed:
- Excluded sensitive fields:
- Required support contact:
- Approval state:
- Follow-up owner:

Support Bundle Boundaries

Exclude Secrets

Bundles that contain credentials or secret-adjacent output should be regenerated after removal and routed to security review.

Payloads Need Review

Raw customer payloads, telemetry, cache values, object bodies, and protocol frames stay out unless the appropriate team accepts a scoped exception.

Links Keep Scope Honest

Attach runbook, troubleshooting, observability, compatibility, limits, and limits links so the bundle cannot imply a broader claim.

Source scope

Source scope map
Page area	Source scope	Status
Bundle shape and runbook review capture	documented source scope, and documented source scope	Source-scoped
ObjectDB support bundle exclusions	documented source scope, and documented source scope	Source-scoped
Message Broker diagnostics and audit exclusions	documented source scope, and documented source scope	Source-scoped
LogDB telemetry, WAL, S3 query-read, and BYOC exclusions	documented source scope, and documented source scope	Source-scoped
Sensitive review routing and claim checks	documented source scope	Source-scoped

Limits

This page is not a support policy, retention policy, privacy notice, security control description, incident response process, or legal approval record.
Product runbooks own exact commands, expected outputs, cleanup, and remediation steps.
Do not share credentials, secrets, raw customer payloads, raw telemetry, personal data, private topology, or retained artifacts outside the approved support channel.
Do not mark support bundle, telemetry, privacy, retention, security, availability, performance, scale, or customer handoff wording as accepted until required support teams approve the exact scope.

Safe Next Steps

Available
Use troubleshooting index
Route symptoms to the correct product runbook before deciding what support details to collect.
Available
Use observability and audit guide
Classify health, metrics, audit, logs, diagnostics, and support bundle support details before handoff.
Available
Open support guidance
Route support, privacy, security, retention, and customer-data wording to the appropriate support contact.
Available
Open guides index
Define the examples strategy and layout for the next epic after operations runbooks are complete.