Collect request type, deployment mode, hardware class, route/DNS/fallback goal, privacy posture goal, and redacted evidence.
Contact and intake privacy
Intake should collect only what is needed to help.
The Gateway support, sponsor, appliance, MSP, evidence, and security paths should avoid credential custody and unredacted topology.
Private keys, tokens, passwords, full packet captures, unredacted topology, or credential custody by default.
Keep public intake language anchored to The Gateway and https://thegateway.pro/; do not ask visitors to share unrelated deployment URLs, versioned deployment URLs, or provider endpoints.
Remote access must be explicit, time-limited, revocable, logged, and approved for the specific request.
Retention expectations should be clear before support bundles or evidence are shared. Before attaching logs or screenshots, review the support bundle redaction guide. Website measurement should follow analytics privacy rules.
Vulnerability reports should follow SECURITY.md, start with minimal detail, and should not be filed as public issues.
Sponsor, support, appliance, MSP, evidence, and security paths should stay distinct.
Intake evidence
Support evidence should be redacted before it reaches any contact path.
Use redacted posture summaries instead of credentials, raw logs, or private topology.
Use synthetic device names, groups, and addresses before sending intake material.
Share DNS policy outcomes and synthetic domains instead of raw DNS logs.