# Support & Contacts

### Support & Contacts

#### Purpose

This section explains how to get help—whether you are integrating for the first time or running live traffic in production. It points you to the right channel, sets expectations for response times, and defines severity levels.

#### Quick-contact table

| Need                                           | Email                                           | Coverage (America/New York) |
| ---------------------------------------------- | ----------------------------------------------- | --------------------------- |
| Technical / production issues                  | [**support@bead.xyz**](mailto:support@bead.xyz) | 24 × 7                      |
| General inquiries (billing, partnership, docs) | [**info@bead.xyz**](mailto:info@bead.xyz)       | Mon – Fri, 09:00 – 18:00    |

#### Severity matrix

| Severity          | Examples                                                | First response target |
| ----------------- | ------------------------------------------------------- | --------------------- |
| **P1 – Critical** | API unavailable, payments failing globally              | 30 min                |
| **P2 – High**     | Single merchant blocked, webhook backlog, major latency | 2 h                   |
| **P3 – Normal**   | Non-blocking bug, documentation clarification           | 1 business day        |
| **P4 – Low**      | Cosmetic issue, enhancement request                     | 2 business days       |

#### Where to go next

* [**Integration Support**](/reference-guide/support-and-contacts/integration-support.md) – step-by-step ticket workflow, what details to include, and how we triage issues.
* [**Escalation Contacts**](/reference-guide/support-and-contacts/escalation-contacts.md) – severity definitions re-stated with target status-update cadence and (future) phone or pager details.

Use the email addresses above and the severity guidelines to ensure your request reaches the right team with the right urgency.


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