Decision Guide: Troubleshooting and Incident Response

Use this guide when something does not work as expected, or when you are unsure who to contact.

The goal is to solve problems early and reduce impact. AI experimentation is expected to involve learning, iteration, and occasional mistakes.

Contact Dev

Contact Dev when:

• you need help choosing a model, tool, or approach;
• a prototype behaves in an unexpected way;
• a model response seems unsafe, incorrect, or unreliable;
• a tool, search, fetch, or vector database integration is not working;
• access to a company AI resource is not working;
• you may have used data that should not have been used;
• an experiment may have connected to the wrong system;
• you are unsure whether handoff is required.

Use the official Dev request form for requests and follow-up.

Contact the responsible business owner

Contact the responsible business owner when the AI idea affects a business process outside Dev ownership.

Examples may include HR, legal, compliance, finance, procurement, customer eligibility, or other business-owned workflows.

Dev can help route the request when the technical path is unclear.

Start production handoff

Start production handoff when troubleshooting shows that the work needs:

• production system access;
• sensitive data;
• production credentials or service accounts;
• customer, employee, financial, security, or operational impact;
• long-term support;
• specialist ownership.

If something went wrong

Contact Dev as soon as practical.

Early contact helps the right people understand what happened, reduce impact, and decide what to do next. The goal is to fix the issue and learn from it.