Responsibility boundary
| Area | AHD | Medrics |
|---|---|---|
| Conversation and case record | Own and retain in Sprinklr | No application transcript store |
| Dialogue tree and queue | Configure, test, and approve | Provide contract and support |
| Gateway runtime | Consume the HTTPS API | Deploy, monitor, patch, and recover |
| Bearer token | Store securely and report exposure | Issue, rotate, and revoke |
| AI prompt and knowledge | Approve AHD behavior and sources | Version, test, and operate |
| Production change | Complete AHD UAT | Apply controlled release and rollback |
Incident sequence
- Move affected conversations to the approved AHD human queue.
- Record UTC time, Sprinklr case ID, gateway request ID, status code, and frequency.
- Contact the agreed Medrics support channel without including credentials or unnecessary patient content.
- Medrics checks Container Apps health, revision status, gateway error events, and OpenAI availability.
- After recovery, run the synthetic smoke test and confirm dialogue routing before restoring automated traffic.
Change control
Model, AHD policy, vector-store, API contract, and bearer-token changes require a recorded owner, test evidence, release time, and rollback path. A new source-controlled policy release is tested before it reaches production. The previous approved container revision remains available for rollback.
Monitoring
OpenAI abuse monitoring is enabled for this project.
Go-live checklist
- Production DNS and managed TLS certificate are active.
- Sprinklr stores the bearer token outside visible dialogue variables.
- All acceptance tests pass with synthetic data.
- The human queue is staffed and receives the full Sprinklr context.
- AHD and Medrics operations contacts acknowledge the handoff.