> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/operate/support-and-escalation/support-responsibilities.md).

# Support responsibilities

Choose the correct operational support responsibility model for Dialogue Cloud support.

Use this section to identify who is accountable, responsible, consulted, supported, or informed during Dialogue Cloud operational support.

The support model depends on who provides the customer's prime contact and Level 1 support:

| Model                        | Use when                                                                                                               | Responsibility page                                                                                                      |
| ---------------------------- | ---------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------ |
| Customer operational support | The customer provides its own first contact and Level 1 support, then submits validated cases directly to AnywhereNow. | [Customer operational support](/operate/support-and-escalation/support-responsibilities/customer-operational-support.md) |
| Partner operational support  | A partner is the first support contact for the customer.                                                               | [Partner operational support](/operate/support-and-escalation/support-responsibilities/partner-operational-support.md)   |

## RASCI values

The responsibility tables use these values:

| Value                       | Meaning                                         |
| --------------------------- | ----------------------------------------------- |
| Accountable and responsible | Owns the outcome and performs the activity.     |
| Support                     | Assists the accountable or responsible party.   |
| Consulted                   | Provides input before or during the activity.   |
| Informed                    | Receives updates about the activity or outcome. |

## Operational boundaries

Support responsibility assignments do not replace a customer contract, support agreement, or active incident-management process. Use the applicable contract and support process when they define a more specific escalation path, service level, or approval requirement for the customer environment.

For operational status information, use [AnywhereNow status](https://status.anywhere.now/). For case submission and follow-up, use the [support portal](https://support.anywhere.now/) and the contact path authorized for the customer or partner. Portal access and support entitlements depend on the applicable arrangement.

For investigation levels and escalation criteria, use the [Support service definitions](/operate/support-and-escalation/support-service-definitions.md) and [case-filing process](/operate/support-and-escalation/case-filing.md). The L2 Intermediate criteria include an unknown root cause after intermediate troubleshooting with OnePortal and UCC logs, supported by documented investigation. This is not automatic P1 classification or a bypass of authorized case submission.


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