Administration and Security

Support escalation

How to escalate a support case in Ottili ONE: entry points, escalation tiers, security-incident escalation, approvals and status-page updates.

Overview

Support escalation* describes how a request in Ottili ONE moves from self-service up to a targeted contact with the Ottili team. Most questions are already answered by the documentation and the status page; for blocking or business-critical cases there are clear escalation paths — kept separate for general help and for security incidents.

This article is for administrators and for members who need to push a case upward. It builds on [Company administration](/docs/company-administration), [Team administration](/docs/team-administration) and [Roles and permissions](/docs/roles-and-permissions).

When to escalate

Escalate when:

a task is blocked by an error, a lock or missing access;
a business-critical flow (invoice, payment, integration, automation) is broken;
something feels like it touches sensitive data or account security;
an approval-required action is stuck in your company.

Pure how-to questions are usually resolved faster through the documentation.

Support entry points

Ottili ONE offers several entry points, all working in the same company context:

Documentation* – the public articles at [docs.ottili.one](https://ottili.one/docs) (this site).
Status page* – [status.ottili.one](https://status.ottili.one) shows active incidents, maintenance windows and postmortems.
In-app support* – the support icon in the bottom-right of the Workspace opens contact with support.
Support email* – write to support@ottili.one* when you want to hand over a case with a paper trail.

Your plan sets the response speed: Free Forever* includes community support; faster response times come with paid plans as they become available. We deliberately state no guaranteed response times for general support, so we invent no commitments.

Escalation tiers

A typical escalation path, with no invented service levels:

1. Self-service* – read the documentation, check the status page for open incidents, reload the affected module.

2. Contact support* – in-app support or support@ottili.one* with company name, affected module, reproduction steps and error message.

3. Bring in administration* – Owner or Admin resolves access, roles, modules and settings in the company context; see [Company administration](/docs/company-administration) and [Team administration](/docs/team-administration).

4. Get approval* – approval-required actions go through the [Approval Queue](/docs/approval-queue); an Admin or Owner must confirm before they run.

5. Security incident* – if it is about security, follow the path under "Escalate security incidents".

The more complete your report (environment, steps, expected vs. actual, screenshots/logs), the faster the team can help.

Escalate security incidents

Security-related concerns follow a separate, well-defined channel:

Report vulnerabilities and suspected issues responsibly through the disclosure channel on the [Security page](https://ottili.one/security) or directly to security@ottili.one*.
Ottili acknowledges a well-formed report within 72 hours*.
A severity model applies — Critical, High, Medium, Low* — each with defined response targets and update cadence.
The process is: detection & triage → containment → communication (status page + direct contact) → resolution & post-incident review.

Details and the exact report scope are in [Account & data security](/docs/account-and-data-security) and [Security overview](/docs/security-overview).

Approvals and administration rights

Many escalations land on missing rights or open approvals:

Only Owner* and Admin* may invite members and change roles; see [Roles and permissions](/docs/roles-and-permissions).
Sensitive, outward-facing or high-risk actions go through the [Approval Queue](/docs/approval-queue) — Ottili AI also never performs an approval-required action without confirmation.
Administration happens across two surfaces: the Ottili Console* ([ottili.one/console](https://ottili.one/console)) for account, company, team, products, billing, credits, API keys, security and settings, and the Workspace* ([dashboard.ottili.one](https://dashboard.ottili.one)) for daily work inside the modules.

Status page and incident updates

Before you escalate, check [status.ottili.one](https://status.ottili.one):

Open incidents and maintenance windows are published there.
You can subscribe to incident updates to receive notifications directly.
During active platform incidents the status page is the fastest source and relieves the support channel.

Status terms

Ottili ONE clearly distinguishes Live, Beta, Private Beta, In Development, Planned* and Concept*. Every capability carries a maturity-status label from the canonical product-status registry; what these terms mean is explained in [Understand feature status labels](/docs/understand-feature-status-labels). Note the relevant status when you plan modules and automations.

[Company administration](/docs/company-administration) – master data, team, roles, ownership, security.
[Team administration](/docs/team-administration) – invite members, roles, lock, remove.
[Roles and permissions](/docs/roles-and-permissions) – who can do what, and what the AI may touch.
[Security overview](/docs/security-overview) – tenant isolation, auth, encryption, audit, incident response.
[Secrets management](/docs/secrets-management) – how configuration and integration secrets are protected.
[Account & data security](/docs/account-and-data-security) – authentication, sessions, isolation, audit, vulnerability reporting.
[Tenant isolation](/docs/tenant-isolation) – why your company data stays separate.
[Approval Queue](/docs/approval-queue) – human approval for sensitive actions.
[Navigate the Ottili Console](/docs/navigate-ottili-console) – where to find settings and administration.

Was this article helpful?