RemoFirst Privacy-Safe Support Bundle
Overview
Produce the smallest support packet that lets RemoFirst investigate without copying credentials, worker documents, bank details, full payrolls, or unrelated personal data. The bundle describes observed behavior and approved record keys; it does not reverse-engineer a private API or scrape a browser session.
Prerequisites
- Incident owner, affected workflow, first/last observed time, and severity.
- A redaction standard and approved support channel.
- Consent to include each screenshot or exported field.
Current Contract
RemoFirst accepts support by email, in-platform chat/live agent, and Help Center ticket. The Workday guide asks for company name, affected team member, relevant Workday record or event, and a clear issue description. Payment investigations may require provider-issued trace evidence; sensitive values should travel only through the approved support path.
Instructions
- Assign a bundle ID, owner, severity, workflow, environment, tenant/company, affected period, first seen, last seen, and business impact.
- Write expected and observed behavior in neutral terms. Separate facts from hypotheses and label every timestamp with timezone.
- Include only redacted provider-visible identifiers needed to locate the case. Use placeholders for worker, bank, payment, and authentication values.
- List reproduction steps that stop before any irreversible approval, payment, connector reset, offboarding, or personal-data exposure.
- Create an evidence manifest with filename, source, capture time, owner, redaction reviewer, sensitivity, and retention deadline.
- Scan the bundle for passwords, codes, cookies, tokens, bank details, identity documents, health data, and unrelated workers. Remove or quarantine findings.
- Draft the support message with bundle ID, urgency, requested decision, and next contact time. A human reviews and sends it through the approved channel.
Tool Discipline
Use Read, Glob, and Grep to inventory and scan approved local evidence. Use Write or Edit for the redacted manifest and draft. Do not capture new live data, send a message, upload an attachment, reset a connector, or alter a record.
Approval Boundaries
Require approval before including any personal/payment evidence, uploading the bundle, naming a worker, initiating a trace, or reproducing against production. Never include authenticator, recovery, session, or bank-secret material.
Output
Return bundle ID, severity, redacted timeline, expected/observed behavior, reproduction boundary, evidence manifest, redaction result, requested provider action, owner, next-update time, retention deadline, and send approval state.
Error Handling
- Evidence cannot be redacted safely: omit it and describe what support may request.
- Multiple workers implicated: split the bundle or aggregate without identifiers.
- Unknown timezone or sequence: mark UNKNOWN; do not manufacture chronology.
- Urgent payroll impact: escalate severity while preserving approval boundaries.
Examples
- A Workday time-off sync issue includes the mapped absence type and event key, but not the employee address or OAuth secret.
- A payment delay references the invoice/PRID through redacted suffixes only.
- "Attach the browser cookie" is rejected as credential disclosure.
Validation
- Facts, hypotheses, reproduction, and requested action are distinct.
- Every evidence item has owner, sensitivity, redaction, and retention metadata.
- Secret and personal-data scan is clean before human send review.
Resources
See references/official-docs.md for the reviewed support, connector, payment, access, and data-protection sources.