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	[e-mail]	24 × 7	See severity table
General inquiries (billing, partnership, docs)	[e-mail]	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.