Support and Responsibility Model

Custom Provider introduces a shared-responsibility operating model. Parallels provides the framework, the configuration surface, and sample implementations. The customer, partner, or community author remains responsible for the behavior of the external script and the target platform automation it performs.

Area	Parallels	Customer / partner / script author
Connector framework	Provides the RAS integration contract, UI/API surface, and sample code.	Consumes the framework and implements the provider-specific automation.
Script quality and maintenance	May publish examples and guidance.	Owns correctness, hardening, updates, and compatibility of non-native scripts.
Troubleshooting	Can help determine whether RAS is invoking the connector correctly and collecting logs.	Must debug provider API logic, credentials, certificates, network reachability, and vendor-specific behavior.
Support escalation	Can review framework behavior and collected logs.	Should validate the script before opening tickets and provide reproducible evidence, logs, and script version details.