> ## Documentation Index
> Fetch the complete documentation index at: https://docs.algovoi.co.uk/llms.txt
> Use this file to discover all available pages before exploring further.

# Support and contact

> How to get help with AlgoVoi by email, GitHub and security disclosure, what to include in a request, and response targets for tickets and incidents.

## Where to ask

<CardGroup cols={2}>
  <Card title="Email" icon="envelope" href="mailto:support@algovoi.co.uk">
    Primary channel. Email `support@algovoi.co.uk` for anything except security disclosures (see below).
  </Card>

  <Card title="GitHub" icon="github" href="https://github.com/chopmob-cloud/AlgoVoi-Platform-Adapters">
    Bug reports and adapter PRs on the public adapters repo.
  </Card>

  <Card title="Security disclosures" icon="shield" href="mailto:security@algovoi.co.uk">
    Email `security@algovoi.co.uk` for vulnerabilities and anything sensitive.
  </Card>
</CardGroup>

## What to include in a support request

* **Tenant ID.** Find it in **Settings** in the dashboard. It's a UUID.
* **Mode.** Test or live.
* **Chain.** For example `base_mainnet`.
* **Tx ID** if a specific transaction is involved.
* **Time window** in UTC so we can grep logs.
* **What you expected versus what happened.**

## Response targets

| Channel                                     | Target                                                        |
| ------------------------------------------- | ------------------------------------------------------------- |
| Email (`support@`)                          | Within 2 working days                                         |
| Critical incident (chain down, gateway 5xx) | Within 1 hour during UK business hours, best-effort otherwise |
| Security disclosure (`security@`)           | Acknowledged within 24 hours                                  |

## Self-serve before opening a ticket

Most questions are answered in:

* [Quickstart](/quickstart) for first integration steps
* [Outbound webhooks](/integrations/outbound-webhooks) for webhook payload and HMAC verification
* [KYC and mainnet](/concepts/kyc-and-mainnet) when a live payment errors
* [Trial and pricing](/trial-and-pricing) for billing questions

## Incident reporting

If you suspect AlgoVoi is down or a chain is degraded:

1. Email `support@algovoi.co.uk` with the chain, tenant ID, sample tx\_id, and UTC timestamp.
2. For confirmed multi-tenant outages we reply within the response targets above.

See [Incident protocol](/incident-protocol) for the full response runbook.

## Security disclosures

For security-sensitive reports, **do not open a public GitHub issue**. Email `security@algovoi.co.uk` with details. We acknowledge within 24 hours and coordinate disclosure timing with you.