Add operations support handbook

Author: ammarheidari

README.md

@@ -41,7 +41,7 @@ The first production milestone is M3UA over a transport abstraction. SCCP, TCAP,
 | Release candidates | Phase 7 manifest added for package version, source commit, internal release gates, and commercial promotion gates |
 | Release automation | Phase 10 foundation-ready: deterministic release plan, artifact manifest with digest tracking, SBOM plan, package signing plan, provenance tracking, release notes validation, publish channels, release gate evaluator, release CI profile, and status report added; stable commercial publication still requires real signing, SBOM generation, native SCTP evidence, and external interoperability evidence |
 | Developer experience | Phase 11 foundation-ready: capability catalog, M3UA ASP-to-SG quickstart, sample templates, configuration profiles, troubleshooting index, API reference index, adoption gates, documentation readiness report, DX CI profile, and status report added; enterprise production adoption still requires commercial readiness |
-| Operations | Phase 12 started: production operations capability catalog, runbook catalog, incident response targets, health check matrix, rollback plan, and maintenance policy added |
+| Operations | Phase 12 started: production operations capability catalog, runbook catalog, incident response targets, health check matrix, rollback plan, maintenance policy, and support handbook added |
 | Package governance | Phase 7 policy added: current package metadata is tracked; commercial target still requires package signing and SBOM automation |
 | Security governance | Phase 7 security policy added with private disclosure and severity response targets |
 | Compatibility policy | Phase 7 policy added: net10.0 target, SemVer, pre-stable breaking-change allowance, and stable major-version rule |

docs/PHASE12_OPERATIONS.md

@@ -35,3 +35,7 @@ The plan stops publication, communicates the affected version, preserves artifac
 ## Maintenance Policy
 
 `SigtranMaintenancePolicies.CreateDefault()` defines a 7-day minimum notice period, requires rollback plans, and requires lab validation for protocol and transport behavior changes.
+
+## Support Handbook
+
+`SigtranSupportHandbook.GetRules()` defines public GitHub issue support, private security disclosure, and commercial escalation channels.

src/sigtran.net.Tests/Program.cs

@@ -66,6 +66,7 @@
 Run("SIGTRAN health check matrix covers transport protocol evidence and release", SigtranHealthCheckMatrixCoversTransportProtocolEvidenceAndRelease);
 Run("SIGTRAN rollback plan defines package recovery steps", SigtranRollbackPlanDefinesPackageRecoverySteps);
 Run("SIGTRAN maintenance policy gates protocol and transport changes", SigtranMaintenancePolicyGatesProtocolAndTransportChanges);
+Run("SIGTRAN support handbook defines public private and commercial channels", SigtranSupportHandbookDefinesPublicPrivateAndCommercialChannels);
 Run("Native SCTP platform probe reports socket creation capability", NativeSctpPlatformProbeReportsSocketCreationCapability);
 Run("Native SCTP socket factory creates or reports unsupported platform", NativeSctpSocketFactoryCreatesOrReportsUnsupportedPlatform);
 Run("Native SCTP connection planner resolves endpoints", NativeSctpConnectionPlannerResolvesEndpoints);
@@ -895,6 +896,16 @@ static void SigtranMaintenancePolicyGatesProtocolAndTransportChanges()
     Assert(!policy.RequiresLabValidation(SigtranMaintenanceChangeKind.Documentation), "documentation changes should not require lab validation");
 }
 
+static void SigtranSupportHandbookDefinesPublicPrivateAndCommercialChannels()
+{
+    IReadOnlyList<SigtranSupportRule> rules = SigtranSupportHandbook.GetRules();
+
+    AssertEqual(3, rules.Count, "support rule count");
+    Assert(rules.Any(static rule => rule.Channel == SigtranSupportChannel.GitHubIssues), "support should include GitHub issues");
+    Assert(rules.Any(static rule => rule.Channel == SigtranSupportChannel.PrivateSecurity && rule.EscalatesIncidents), "support should include private security escalation");
+    Assert(rules.Any(static rule => rule.Channel == SigtranSupportChannel.Commercial && rule.EscalatesIncidents), "support should include commercial escalation");
+}
+
 static void NativeSctpPlatformProbeReportsSocketCreationCapability()
 {
     AssertEqual(132, NativeSctpPlatform.IpProtocolSctp, "native SCTP protocol number");

src/sigtran.net/Core/Utilities/SigtranSupportHandbook.cs

@@ -0,0 +1,60 @@
+namespace sigtran.net.Core.Utilities;
+
+/// <summary>
+/// Identifies a support intake channel.
+/// </summary>
+public enum SigtranSupportChannel
+{
+    /// <summary>GitHub issue support channel.</summary>
+    GitHubIssues,
+
+    /// <summary>Private security disclosure support channel.</summary>
+    PrivateSecurity,
+
+    /// <summary>Commercial support support channel.</summary>
+    Commercial
+}
+
+/// <summary>
+/// Describes one support intake rule.
+/// </summary>
+public sealed class SigtranSupportRule
+{
+    /// <summary>Creates a support rule.</summary>
+    /// <param name="channel">The support channel.</param>
+    /// <param name="scope">The support scope.</param>
+    /// <param name="escalatesIncidents">Whether incidents can be escalated through this channel.</param>
+    public SigtranSupportRule(SigtranSupportChannel channel, string scope, bool escalatesIncidents)
+    {
+        Channel = channel;
+        Scope = string.IsNullOrWhiteSpace(scope) ? throw new ArgumentException("Scope is required.", nameof(scope)) : scope;
+        EscalatesIncidents = escalatesIncidents;
+    }
+
+    /// <summary>The support channel.</summary>
+    public SigtranSupportChannel Channel { get; }
+
+    /// <summary>The support scope.</summary>
+    public string Scope { get; }
+
+    /// <summary>Whether incidents can be escalated through this channel.</summary>
+    public bool EscalatesIncidents { get; }
+}
+
+/// <summary>
+/// Provides support handbook metadata.
+/// </summary>
+public static class SigtranSupportHandbook
+{
+    /// <summary>Returns the support intake rules.</summary>
+    /// <returns>The support intake rules.</returns>
+    public static IReadOnlyList<SigtranSupportRule> GetRules()
+    {
+        return
+        [
+            new SigtranSupportRule(SigtranSupportChannel.GitHubIssues, "Public bugs, questions, and feature requests.", escalatesIncidents: false),
+            new SigtranSupportRule(SigtranSupportChannel.PrivateSecurity, "Security reports and coordinated disclosure.", escalatesIncidents: true),
+            new SigtranSupportRule(SigtranSupportChannel.Commercial, "Enterprise support, interoperability incidents, and release escalations.", escalatesIncidents: true)
+        ];
+    }
+}