The VaultPilot support evidence pack is a checklist for preparing a clear, redacted support case. Send it privately to support@vaultpilot.io.
Required case header
| Field | Example format |
|---|---|
| VaultPilot version | 3.0.3 or the exact published version shown in the console |
| Surface | Login, installer, update, extension, AD sync, sharing, backup, license, HTTPS or audit. |
| Environment | Windows Server version and browser family. |
| Impact | One user, all users, one vault, one extension device, one AD provider, one update job. |
| Last known good | Date/time and previous version if known. |
| Current blocker | One sentence describing the user-visible failure. |
Evidence by surface
| Surface | Collect | Do not collect |
|---|---|---|
| Installer | MSI filename, signature status, service state, redacted installer error. | MSI logs containing customer paths or credentials without redaction. |
| Login | Browser family, session state, whether refresh keeps the session, redacted timestamp. | Master password, TOTP secret, recovery material. |
| Update | Manifest version, hash, signer status, update job state. | Signing private key or internal download credentials. |
| Extension | Extension version, pair state, device status, browser profile mode. | Plaintext credentials or extension PIN. |
| AD sync | Service status, redacted agent log, provider health. | AD bind password, agent token, full directory dump. |
| Sharing | Package expiry, max opens, decrypter error name. | Share passphrase, plaintext package contents. |
| Backup | Export/import status and integrity result. | Backup file itself unless a private channel requests it. |
Redaction rules
Replace real values with placeholders:
<VAULTPILOT_URL><SERVER_HOST><USER><VAULT><AGENT_ID><AGENT_TOKEN><LICENSE_CODE><REDACTED>
Escalation quality bar
A useful case includes:
- One clear symptom.
- The exact surface affected.
- Version and component versions.
- A short timeline.
- Redacted evidence from the matching KB article.
- What changed before the failure.
- Whether backup, login and audit are still accessible.