> ## Documentation Index > Fetch the complete documentation index at: https://docs.flowterminal.com/llms.txt > Use this file to discover all available pages before exploring further. # Support & Contact > How to reach us, what to include in a ticket, and our baseline SLA. Need help fast? Pick a channel and include the details below for the quickest resolution. ## Contact Quick Q\&A and basic troubleshooting. For account, billing, or private issues.\\ *** ## What to include (checklist) * **Token:** chain + contract address * **Screen/step:** where it happened (e.g., *Onchain Analytics → Alerts*) * **Time:** local time (with timezone) or UTC * **Details:** error message, alert type, thresholds, event id/state * **Evidence:** screenshots, CSV snippet (if import), **tx hash** (for top-ups) * **Expected vs. actual:** what you expected to see vs. what happened > The more specific the context, the faster we can reproduce and fix. *** ## SLA (baseline) * **Business hours:** Mon–Fri, 10:00–18:00 (Europe/Helsinki) * **P1 – Critical (service down / blocking payments):** response within **4 business hours** * **P2 – Major (core feature degraded, no workaround):** response within **1 business day** * **P3 – Normal (how-to, minor bug, feature request):** response within **2 business days** > Outside business hours we’ll pick up the next business day. If you have a paid support plan, your SLA may be higher—mention it in the ticket. *** ## Common pointers * **No alerts in Telegram?** Ensure the agent is in the target chat with **post permissions**, then use **Send test**. * **Top-up not visible?** Wait for confirmations and refresh. Provide **tx hash**, network, and amount. * **Too many/few alerts?** Adjust thresholds (Token/USD/×multiplier) or disable noisy types. * **CSV import fails?** UTF-8 CSV with headers: `address,title,category,sell_probability,comment,entry_price`. *** ## Security & privacy * We **never** request seed phrases or private keys. * We do **not** ask for spend permissions on your wallets. * For sensitive issues, email [**security@flowterminal.com**](mailto:security@flowterminal.com) (PGP optional) or use the ticket email and mark as **Security**. *** ## Escalation If an issue blocks production (P1) and there’s no reply within the SLA window, send a follow-up with **\[P1]** in the subject to [**support@flowterminal.com**](mailto:support@flowterminal.com) and include **all context** listed above. > Prefer self-serve first? See [**FAQ**](/overview/faq) and [**QuickStart**](/overview/index).