# Support

How to get help when you're stuck.

## Channels

| Channel                                                                            | When to use                                                                           |
| ---------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------- |
| Email — `developers@shredpay.xyz`                                                  | Integration questions, account issues, anything non-urgent.                           |
| GitHub issues — [`ShredPay/dev-docs`](https://github.com/ShredPay/dev-docs/issues) | Documentation bugs, typos, missing examples.                                          |
| Status page — [status.shredpay.xyz](https://status.shredpay.xyz)                   | Live incident updates.                                                                |
| Security disclosures — `security@shredpay.xyz`                                     | Vulnerabilities (please use [responsible disclosure](https://shredpay.xyz/security)). |

## Before you reach out

A short reproduction goes a long way. Please include:

* Environment (`dev` / `test` / `prod`).
* The HTTP method, path, and request body (with the API key redacted).
* The response status, headers, and body.
* A timestamp (UTC) and the `x-request-id` header from the response if available.

## SLA

Response targets for production accounts:

| Severity                                    | First response |
| ------------------------------------------- | -------------- |
| Critical (production outage, funds at risk) | 1 hour         |
| High (degraded production)                  | 4 hours        |
| Normal                                      | 1 business day |

Dev and Test environments are best-effort.


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