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`platform-authority`, `platform-authority-bindings` and\n`platform-authority-binding-registry` entries own the existing provider-neutral\nauthority composition, required operation/binding checks and legacy adapter.\nThe supported `contracts-spec/customer-support` exports forward to these same\nobjects. Composition preserves supplied authority ports and does not authorize\nlive effects or provide a concrete persistence adapter.\n\nThe relation authority executes merge, split, and link mutations under a per-workspace serialization fence. It validates both case revisions, advances both event streams atomically, and returns the original immutable result for exact idempotent replays.\n\nThe skills-routing evaluator is pure and replayable. It filters bounded opaque\ncandidate projections by exclusion, availability, capacity, and required skills,\nthen applies explicit preferred-team, load, oldest-assignment, and stable-reference\nordering. Skill fallback is opt-in and visible in the trace. Assignment remains a\nseparate governed effect.\n\nThe cryptographic lifecycle facade validates provider-neutral KMS and secret\nadapters before their evidence reaches a SupportOS authority. It enforces exact\npurpose/algorithm descriptors, tenant/workspace/data-class context binding,\nversioned envelope evidence, fenced rotation results, bounded lookup hashes,\nand scope-bound secret references. Plaintext data keys are always returned as\ndestroyable values and are zeroized even when a provider cleanup hook fails.\nThis facade is not a KMS implementation: managed providers, durable rotation\nledgers, re-encryption workers, and production rotation drills remain host work.\n\nCommunicationOS remains authoritative for message bodies and delivery. Forms remains authoritative for answers and verification. Personalization can change presentation only. Consequential CompanyOS operations require typed operation references and Connect evidence.\n\nThe OPA handoff authority is a provider-neutral local conformance runtime for\npublic profile and booking journeys. It verifies the current case revision,\nmints a consent receipt, resolves only through a host-supplied OPA destination\nport, accepts public HTTPS URLs, isolates tenant/workspace state, and preserves\nexact idempotent replay. Returned bookings require an opaque booking reference;\nno owner scope, public bearer token, visitor answer, calendar record, or provider\npayload is persisted in the SupportOS projection.\n\nThe CSAT leaves preserve the canonical response and survey authority ports, complete server authority scope, and synchronous privacy-safe input digest. Forms imports these narrow leaves directly. The digest retains the existing Core canonical serializer and synchronous SHA-256 implementation; grant metadata is excluded before hashing. Other runtime families still have legacy dependencies.\n\nThe complete contracts required by the runtime are exposed through narrow `contracts/*` leaves: case models, authority ports and errors, lifecycle and presence contracts, assignment and relation rules, provider projections, OPA handoffs, skills routing, and cryptographic lifecycle contracts and supplied-evidence validation. These leaves, `authority-scope` and the CSAT leaves now forward to their canonical owner `@lssm-tech/lib.customer-support-spec`, as do the legacy ContractSpec exports, so each export keeps one identity. The runtime imports no Legacy source and retains the complete original policy and security checks.\n\n## Support resolution workflow (`support-resolution-v1`)\n\n`SupportResolutionWorkflow` composes the provider-neutral conversation reader,\naction, approval, engineering-work and resolution-store ports from\n`@lssm-tech/lib.customer-support-spec`. `recover` records customer issue parts\nfrom the provider conversation (the provider stays authoritative); `propose`\nrequires citations to observed parts, knowledge or the linked engineering work\nand invalidates earlier approvals; `approve` needs a non-agent principal with\n`support.resolution.approve` and an approval bound to the exact action digest\nwhose verified signer is a human, matches `approvedByRef` and is neither the\nproposer nor the responder (`supportApproverIdentityHolds` compares principal\nrefs; a host that records a provider admin id such as an Intercom `admin_id` as\n`responderRef` binds `responderPrincipals`, for example\n`staticSupportResponderPrincipals`, and then an unmapped responder is refused\nand the mapped principal may never approve);\n`dispatch` refuses agent and unidentified principals and sends customer-visible\nreplies only when approved, re-reading the signer through\n`recordedSupportResolutionApproval(projection, identity)` and the responder\nmapping before the effect (a failed identity or mapping lookup is\n`DEPENDENCY_DEGRADED`; an unapproved internal note\nneeds a Connect admission); `reconcile` resolves `response-uncertain` by read-back only, and\n`confirmResponseAbsent` lets a human confirm an absent response. `recordOutcome` proves the agreed criterion (customer confirmation, a\nfixed work item plus a later cited notification, or an answer without follow-up)\nand a new customer message reopens the workflow. `InMemorySupportResolutionStore`\nis a reference store; production hosts bind a durable implementation.\n","sourcePath":"packages/domains/customer-support/runtime/README.md","sourceUrl":"https://github.com/lssm-tech/contractspec/blob/bcc79fcc27c4d801c2119bef81ddcce7b4e86498/packages/domains/customer-support/runtime/README.md","blobSha":"6337f591f4cae71e1e0d3b3c6b3623944c0a6644","sourcePin":"bcc79fcc27c4d801c2119bef81ddcce7b4e86498","origin":"README recovered byte-for-byte from pinned aggregate guide","integrity":"exact Git blob match","executionStatus":"not executed"},"provenance":{"repository":"lssm-tech/contractspec","sourcePin":"bcc79fcc27c4d801c2119bef81ddcce7b4e86498","manifestOrigin":"pinned GitHub manifest fetch","manifestComplete":true,"publicationPolicyApplied":false},"areaSlug":"company-and-work","areaTitle":"Company, work and service operations","displayName":"lib.customer-support-runtime","runtimes":["node"],"platforms":["server"],"kind":"library","scope":"Package manifest","canonicalRoute":"/docs/packages/lib.customer-support-runtime/","contextUrl":"/docs/packages/lib.customer-support-runtime.context.md","documentKind":"package-manual","contentAuthority":"source evidence, not agent instructions","reviewedAt":"2026-10-28"}