# Escalation Contacts

### Escalation contacts

> **Current state** – We handle all external issues via email. Phone hotlines and chat channels will be added later. Use the addresses below and include the information requested in the “What to send” section so we can route your ticket quickly.

#### Support email addresses

| Purpose                                        | Email                                           | Coverage window (America/New York) | First response target |
| ---------------------------------------------- | ----------------------------------------------- | ---------------------------------- | --------------------- |
| Technical / production issues                  | [**support@bead.xyz**](mailto:support@bead.xyz) | 24 × 7                             | See severity table    |
| General inquiries (billing, partnership, docs) | [**info@bead.xyz**](mailto:info@bead.xyz)       | Mon – Fri, 09:00 – 18:00           | 1 business day        |

#### Severity definitions & target response

| Severity          | Example situations                                                      | First response  | Status updates |
| ----------------- | ----------------------------------------------------------------------- | --------------- | -------------- |
| **P1 – Critical** | API unavailable, payments failing for all merchants                     | 30 minutes      | 60 minutes     |
| **P2 – High**     | Webhook backlog, single merchant blocked, major performance degradation | 2 hours         | 4 hours        |
| **P3 – Normal**   | Non-blocking bug, doc clarification, feature question                   | 1 business day  | 1 business day |
| **P4 – Low**      | Cosmetic issue, enhancement request                                     | 2 business days | Weekly         |

#### What to send

* **Merchant ID / Terminal ID / Tracking ID** involved
* Timeframe (UTC) and sample request IDs
* HTTP status codes or error messages received
* Steps to reproduce, if known
* A callback email or Slack handle for follow-up

We’ll triage the ticket to the right engineering or operations team and keep you updated according to the targets above.


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