> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spineworkspace.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Business Context: Entities, Events, and Evidence

> Understand the Service domain's business model: entities, relationships, events, and evidence that power case management and resolution workflows in Spine.

The Service domain operates on a structured model of cases, customers, interactions, and outcomes. Spine Fabric ingests these from connected sources and assembles them into the context practitioners see.

### Entities and Relationships

| Entity | Key Relationships | Description |
| - | - | - |
| Case | Customer, Agent, SLA, Escalation, Resolution | The support issue tracked from open to closed |
| Customer | Case, Interaction, Feedback | The individual or organization receiving support |
| Interaction | Case, Customer, Agent | A recorded touchpoint: call, chat, email, or note |
| Resolution | Case, Customer, Feedback | The outcome that closes a case |
| SLA | Case, Customer | The commitment governing response and resolution time |
| Escalation | Case, Agent | A case moved to a higher tier or specialist |
| Feedback | Case, Customer, Resolution | Post-resolution satisfaction input |
| Agent | Case, Interaction, Escalation | The rep or engineer handling the case |

### Key Events

* **Case Opened** — a new issue is reported by a customer.
* **Assigned** — a case is routed to an agent or tier.
* **Interacted** — a call, chat, email, or note is added.
* **Escalated** — a case is moved to a higher tier.
* **Resolved** — a case is closed with a documented outcome.
* **SLA Breached** — a timer exceeds the commitment threshold.
* **Feedback Received** — a customer submits a satisfaction score or comment.

### Evidence

Evidence in Service includes interaction transcripts, resolution notes, escalation receipts, SLA timers, and feedback scores. Spine Fabric preserves this as structured context for audit, continuity, and manager review.

### Related

* [Service Domain](/internal-docs/domains/service/domain)
* [Service System Flow](/internal-docs/domains/service/system-flow)
* [Governed Actions](/how-it-works/governed-actions)


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