Support Architecture: Domain Projection and Contracts - Spine Innov Labs

The Support domain is not a separate application. It is a projection of the shared Spine Fabric tailored for support work. The architecture is defined by a domain contract that specifies entities, views, agents, capabilities, workflows, integrations, and events.

Domain Contract

domain: support
purpose: "Technical support and issue resolution"
personas:
  - support_engineer
  - support_manager
  - on_call_responder
entities:
  - Ticket
  - Case
  - Customer
  - Incident
  - KnowledgeArticle
  - SLA
  - Escalation
  - Reproduction
views:
  - TicketQueue
  - Escalations
  - ActiveIncidents
  - SLADashboard
  - KnowledgeBase
agents:
  - Twin
  - Discovery
  - Triage
  - Schema
  - IncidentResponse
  - Knowledge
  - Escalation
capabilities:
  - support.ticket.read
  - support.ticket.update
  - support.ticket.reply
  - support.escalation.create
  - support.knowledge.publish
  - support.workflow.triage
  - support.workflow.incident_response
  - support.workflow.postmortem
integrations:
  - zendesk
  - intercom
  - freshdesk
  - slack
  - linear
  - jira
  - sentry
  - pagerduty
events:
  - ticket.created
  - ticket.status_changed
  - escalation.triggered
  - incident.declared
  - resolution.logged

Projection Layers

Context Assembly: Joins entities from multiple sources by account, time, and tags.
Agent Orchestration: Routes tasks among Twin, core agents, and domain agents.
Capability Enforcement: Evaluates authorization, scope, and approval policies per action.
Workflow Engine: Runs composed capabilities with handoffs, retries, and receipts.
Event Bus: Emits state changes for downstream views, agents, and integrations.