---
title: Support
description: Support defines incident handling and service request ownership between customer and provider in the Run phase.
sidebar:
  label: Overview
  order: 0
source_url: "https://framework.stackit.cloud/migration/run/support/overview/"
source_file: "docs/migration/run/support/overview.mdx"
---

## Understanding the Support module

This module defines how operational support works after migration.
It clarifies who handles incidents, which service requests are provider-managed, and which requests remain customer-managed.

The objective is a transparent, testable support model with predictable escalation behavior.

## Core support questions

- **Incident ownership**: Which teams lead initial analysis, mitigation, and permanent resolution for each incident category?
- **Service request ownership**: Which requests are fulfilled by provider operations and which by customer teams?
- **Escalation paths**: How are severity levels, response targets, and communication channels enforced?
- **Evidence and traceability**: How are requests, decisions, and response quality documented?

## Implementation flow

<Steps>

1. Define support scope boundaries and service catalog expectations.
2. Build incident classification and escalation matrix with response objectives.
3. Separate provider-responsible and customer-responsible service request types.
4. Establish ticket, communication, and governance interfaces between all teams.
5. Validate model quality through incident drills and request handling simulations.
6. Run support model in production and tune it using measured outcomes.

</Steps>

## Typical model outputs

<CardGrid>
  <Card title="Incident model">
    Severity scheme, ownership matrix, escalation chain, and communication rules.
  </Card>
  <Card title="Service request model">
    Service catalog with fulfillment ownership, lead times, and approval boundaries.
  </Card>
  <Card title="Operating evidence">
    Support KPIs, review cadence, and continuous improvement backlog.
  </Card>
</CardGrid>

## STACKIT support scope

At STACKIT, support covers multiple topic areas that should be visible to all Run stakeholders:

- **Status**: <LinkChip href="https://status.stackit.cloud/">status.stackit.cloud</LinkChip>
- **Incidents**: <LinkChip href="https://support.stackit.cloud/servicedesk/">support.stackit.cloud</LinkChip>
- **Service Requests**: <LinkChip href="https://support.stackit.cloud/servicedesk/">support.stackit.cloud</LinkChip>
- **Feature Requests, Feedback, and Ideas**: <LinkChip href="https://support.stackit.cloud/servicedesk/">support.stackit.cloud</LinkChip>

For the complete support model and contact details, see <LinkChip href="https://docs.stackit.cloud/support/">Support</LinkChip>.

## Boundary to adjacent modules

- The support model depends on accepted role transfer in [Operating Model Handover](/migration/migrate/operating-model-handover/overview/).
- Stable service run and change discipline are covered in [Operate](/migration/run/operate/overview/).
- Optional adoption orchestration and stakeholder alignment are covered in [Customer Success](/migration/run/customer-success/overview/).