Security and Support

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Applies to DecisioWorks v1.4.0

Security and Support

This page is for Commercial Edition users, implementation teams, and runtime administrators. It outlines practical requirements for deployment, operation, troubleshooting, and support communication.

Data and deployment

Use production data only within the access and authorization scope defined by the manufacturer. Before deployment, confirm:

• where data is stored, backed up, and retained;
• which roles can access data, configuration, results, and logs;
• network boundaries among Web, APIs, databases, and external systems;
• where license files are stored and how access and updates are controlled;
• redaction requirements for logs, screenshots, and exported files.

Use an isolated runtime environment, least-privilege access, and versioned configuration. Retain records that trace the data version, runtime parameters, status, and results.

Before posting an issue in a public repository, forum, or group, remove customer names, complete production data, license-file contents, device identifiers, absolute paths, and internal tracebacks. Redact business samples and limit them to the minimum content required to reproduce the issue.

Runtime security

• The Web interface and API apply thread, solve-time, and capability limits from the active edition, license level, and runtime policy.
• Parameters outside the allowed range should be rejected or explained before execution.
• Stable error codes distinguish missing, expired, and device-mismatched licenses.
• Public error responses provide necessary guidance and a diagnostic ID, while detailed runtime information remains in controlled logs.
• Run records retain version, dataset, configuration, status, and time without unnecessary sensitive payloads.
• Production environments should use isolated dependencies and a release that matches the active platform and Python version.

Troubleshooting order

1. Confirm that the operating system, Python, and dependency versions match the current release documentation.
2. Confirm release-file integrity and verify that the runtime recognizes the license state.
3. Confirm dataset readiness, scenario identifiers, and allowed parameter ranges.
4. Use the error code to distinguish data errors, no feasible solution found, proven infeasibility, a time limit reached, runtime-component failure, and license failure.
5. Retain the error code, diagnostic ID, runtime configuration, timestamp, and necessary redacted logs.

No feasible solution found is distinct from proven infeasibility. At the time limit, check whether a feasible candidate exists; investigate process failures separately. Check the status code and result fields before deciding whether to adjust data, constraints, parameters, or the runtime environment.

Submitting a support request

For efficient diagnosis, provide:

• DecisioWorks version, release name, operating system, and Python version;
• scenario or dataset ID, readiness state, and runtime entry point;
• reproducible steps;
• expected and actual behavior;
• error code, diagnostic ID, and timestamp;
• redacted logs, configuration, or screenshots directly related to the issue.

A public issue normally requires neither complete production data nor a complete license file. For license issuance or recognition problems, provide the relevant request information and verification material described in the release guide or requested by support personnel.

Trusted operation

Production-planning results may affect delivery commitments, resources, inventory, procurement, and external contracts. Before operational adoption, assign accountable planning, production, supply-chain, or management personnel to review the result.

Maintain the applicable scope, data version, enabled constraints, objectives and rules, known limitations, and revalidation conditions with each scenario configuration. Re-run baseline validation after material changes to data structure, business rules, model version, or runtime environment.

See Trusted Operation and Human Review and Runtime Status, Errors, and Limits. Use the contact channels in the project repository for collaboration and support, and describe the affected scope and reproduction steps clearly.