Glossary

Shared terminology for smooth operations

The most important terms related to incident reporting, prioritization and data separation.

Incident

A fault at a location that triggers a technical or operational response.

Rule set for prioritization per vertical and tenant, e.g. High/Medium/Low.

Isolated customer instance with its own data, configurations and access paths.

Structured capture of an incident via a phone/voice-agent flow.

The data plane handles operational incidents; the control plane manages provisioning, deployment and monitoring.