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Your team operates the self-hosted infrastructure. Vidoc supplies releases and technical guidance. At handover, agree on the operational responsibilities, support scope, and contacts for your installation.

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Ownership at handover

For any supporting service operated by a separate platform team, record that owner and its recovery process as well.

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Monitoring and capacity

The operations handover covers application and job health, failed or queued scans, worker capacity, sandbox capacity, and the health of supporting services. Your team also monitors persistent-storage growth and the availability and quotas of the configured LLM service. Agree on alert destinations and who responds when scans stop or take longer than expected.

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Backups and recovery

Agree on recovery objectives and coverage for the database, object storage, vector indexes, deployment configuration, and required secrets or encryption keys. Identify which data must be restored and which can be rebuilt for your release. Record backup ownership, retention, storage location, and restore verification. Include retained scan workspaces in the storage and cleanup plan where applicable. The release runbook provides the operational procedures.

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Credentials and access

Assign owners and renewal dates for registry access, source control credentials, identity-provider credentials, and LLM access. Record the process for updating secrets and applying configuration changes to running workloads. Review access when team members or integration owners change. Keep the current deployment configuration and its required credentials available through your approved operational processes.

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Receiving and applying updates

Vidoc provides the release images and the associated deployment and upgrade guidance. Your team reviews the release with Vidoc and schedules the work under your change process. An upgrade plan covers:
  • The compatible image set and Helm chart, including migration and supporting-component changes.
  • Copies of the new images in your own registry, if you mirror them.
  • Configuration changes, backup readiness, and expected service interruption.
  • Recovery options, including any restrictions caused by database changes.
  • Verification of service health, sign-in, repository access, and a complete scan after the update.
Use the runbook for the target release. Confirm recovery options before applying an upgrade that changes stored data.

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Getting support

Contact the support team through your agreed channel or support@vidocsecurity.com. Include the installed release, the affected service or scan, the time of the problem, and the relevant error information. Self-hosted admins can download a scan support bundle from the Scans panel. Review diagnostic material under your data-sharing process before sending it to support. Confirm any access needed for a support session with your team.