How do I contact support?
Intercom in‑app chat (preferred, includes context).
Email support@your‑domain.com for tickets with attachments.
Provide: org name, correlation ID, timestamps, and steps to reproduce.
What is your SLA?
Enterprise: 99.9% uptime target, 1h initial response for critical incidents, 4h workaround/mitigation target.
Lower tiers have standard response windows; see plan details.
Do you provide implementation help?
Yes. Solution engineers can assist with:
Contract → order setup
Payment/escrow wiring
Webhooks/SSE integrations
Monitoring & evidence exports
Where do I track downtime?
Status page: status.your‑domain.com.
Subscribe to updates (email/RSS) for incident notifications and post‑mortems.
Can I request features?
Yes. Use the in‑app Feedback portal to submit/track requests. Include your use‑case, urgency, and any security/compliance implications.
How do escalations work?
If an issue blocks production:
Open/convert the ticket to P1 in Intercom.
Provide correlation IDs, timestamps, and scope.
On‑call engineer engages; comms via your preferred channel.
Can you help with data exports for audits?
Yes. We provide evidence bundles (contracts, orders, payments, disputes, logs). Request via support; include timeframe, orgs/partners involved, and any required redactions.
Do you offer dedicated environments?
Enterprise can request single‑tenant or region‑pinned environments. Contact sales/support for scoping.