Support Channels
You can get help through the following channels:- Documentation: Explore our detailed documentation portal for self-service solutions, API references and step by step guides
- Community: Connect with other users in our community for realtime assistance, practical tips and informal discussions
- FAQs: Review our frequently asked questions for quick answers to common issues
- Telegram: Join our Telegram group for instant support and updates
- Security: Visit the Audit and Security section for more information
Please check the documentation and FAQs first — over 70% of support requests
are resolved there within five minutes.
Response Times and Expectations
| Priority | Definition | First Response |
|---|---|---|
| P1 - Critical | Production down, data loss, security risk | ≤ 6 h (24 × 7) |
| P2 - High | Major feature broken, no workaround | ≤ 6 h (business days) |
| P3 - Normal | Minor bug, performance issue, workaround exists | ≤ 24 h |
| P4 - Low | General questions, feature requests, docs feedback | ≤ 2 business days |
Our team typically responds within 24 hours during business days. For urgent
production related issues, please indicate the urgency in your support request
Submitting a Request - Checklist
Providing complete details help us assist you more effectively| Area | What to Include |
|---|---|
| Summary | Single sentence problem statement |
| Environment | Chain, OS/browser |
| Steps to Reproduce | Minimal steps to reproduce the issue |
| Artifacts | Logs, Screenshots, cmd output |
| IDs | Transaction hash |
| Impact & Urgency (optional) | Users affected, financial impact, workaround? |
| Preferred Contact (optional) | Email or chat handle for follow ups |
Review our documentation and FAQs for existing solutions