FRB support policy explains how to escalate incidents clearly.

Contact

Send operational questions, bug reports, and account updates to support@ai-frb.com. Messages reach the on-call engineer plus the coordinator tracking SLA timers.

• Add a phone or Signal contact for high-severity relay impacts.
• Mention language or time-zone preferences so we align coverage.
• Flag security-sensitive payloads up front so we can arrange PGP.

Compliance-ready case log

Many FRB customers operate inside regulated crypto trading desks. Mirror their documentation standards by logging each interaction so audits stay painless.

• Record the business day and time (including time zone) for every update you send or receive.
• List which desks, wallets, or regions were impacted so reviewers can see the blast radius at a glance.
• Cite the Knowledge Base entry, telemetry export, or refund memo you attached so stakeholders can retrace every action.

Archive this log next to your FRB risk disclosure packet whenever a regulator or treasury partner asks how support managed the incident—clear traceability keeps approvals moving.

When to contact support

• Installation help, licensing questions, or provisioning a new FRB workspace.
• Bundle submission or relay communication issues impacting production trades.
• Telemetry or privacy clarifications not already covered within documentation.
• Coordinating a security disclosure, suspected compromise, or suspicious activity.

For feature requests, include the business impact so product can prioritize the roadmap appropriately.

SLA & response expectations

FRB operates on a best-effort, business-day SLA. Standard tickets receive a first response within one to two business days, while high-priority incidents (failed settlements, relay degradation, confirmed security events) are acknowledged as soon as the on-call engineer receives the alert—usually within an hour of trading activity.

• We send interim updates for unresolved Sev-1 issues at least every 60 minutes.
• Lower-severity tickets include a target follow-up date in the initial reply.
• Once resolved, we provide a short postmortem summary or direct you to the relevant runbook.

What to include in a ticket

1. Account email, workspace URL, and counterparties affected.
2. Agent version (see /releases), OS build, and hardware profile if relevant.
3. Relevant hashes/tx IDs, logs, screenshots, and timestamps with time zones.
4. Severity (blocked, degradation, question) plus the outcome you need.
5. Any mitigations attempted so we do not ask you to repeat the same steps.

Security-sensitive disclosures should use PGP (available upon request) or your organization’s secure file portal.

Typical response times

We do not offer a contractual SLA, but these averages reflect our current operating rhythm. If targets change materially, we update the release notes.

• Standard tickets: initial reply within two business days, resolution in five.
• Production-impacting incidents: acknowledgement within the same trading session.
• Security disclosures: acknowledgement within 24 hours, triage within five business days.

Escalations compress these timelines further; see the ladder below for details.

Self-service resources

The documentation hub is the fastest way to unblock common issues before opening a ticket.

• Knowledge Base for runbooks and configuration examples.
• FAQ for licensing, billing, and roadmap snippets.
• Telemetry for data retention and instrumentation specifics.

Reference these links in your ticket if you already tried the documented steps—it accelerates triage.

Escalation ladder

1. Open a standard email ticket for non-blocking questions or minor defects.
2. Add “ESCALATE” to the subject if the SLA window passes or the issue becomes blocking.
3. Use the dedicated bridge (shared during onboarding) for Sev-1 outages or cross-team war rooms.
4. Contact your assigned customer lead for post-incident reviews or executive updates.

Every escalation is logged with timestamp, FRB version, relay/endpoints involved, and the actions taken so future audits have traceability.

Handling sensitive incidents

• Email a short summary and request the PGP key before sharing artifacts.
• We can coordinate a secure file drop or VPN session for production evidence.
• Never transmit private keys or credentials over unsecured channels.

We appreciate coordinated disclosure timelines and send updates until remediation closes.

Support FAQ