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Support for RAPID-built products

What Support receives at handover, and how they operate at weekly-release frequency.

The handover​

At the Production Readiness gate, Support accepts:

  • Diátaxis-structured generated docs and current runbooks.
  • Dashboards and alerts (observability).
  • The handover training module (from the umbrella curriculum), timed to go-live.

Operating at RAPID pace​

  • Triage flow — severity-rated per the rapid-fix SLAs.
  • Escalation into squads — you-build-it-you-run-it (staffing model), so fixes go to the team that knows the code.
  • The rapid-fix path — support ticket → squad fix → same-day release, through the gates.
  • AI-defect awareness — the AI-defect incident runbook for when a bug turns out to be agent-generated (fix the class, not the instance).

Why it's different​

Support for a weekly-release product can't rely on quarterly knowledge dumps. Current generated docs, live dashboards, and a short path back into the building squad are what make support sustainable at RAPID cadence. Feeds the KCS loop.

Standards referenced: Diátaxis, ITIL 4.