> For the complete documentation index, see [llms.txt](https://docs.thewalletcrew.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.thewalletcrew.io/policies/support-options.md).
# Support options
## Support options
The Wallet Crew support is included in the subscription. It provides one tracked channel for platform questions and incidents.
Ask the agent
Real-world examples
* A platform administrator reports a pass update failure in production.
* An integrator needs help interpreting a connector error.
* A marketing team member asks why a wallet notification was not delivered.
## Ask the agent first
The documentation includes an agent for questions about The Wallet Crew. Start an agent session before opening a support ticket.
Select **Ask** in the documentation navigation. Describe the goal, the affected feature, and the environment. Include the observed result and any error message. Do not share passwords, access keys, tokens, or other secrets.
If the question remains unresolved, ask the agent to prepare the support email. Review the draft, add any missing context, then send it to support.
Use this prompt:
> Could you generate an email to for my problem? Include the relevant details from our conversation so support can understand and reproduce the issue, including the affected environment, expected and actual behaviour, steps to reproduce, error messages, timestamps, and relevant identifiers.\
> Before generating the email, ask me for any missing information needed to make the request complete.
## Send a support request
Send requests to or use the [support portal](https://support.thewalletcrew.io). The portal uses the same login as the The Wallet Crew back-office.
Use support rather than contacting a The Wallet Crew team member directly. Tickets are tracked, assigned, and shared across the support team. This ensures a response and preserves knowledge for future requests.
Any person needing platform support may create a ticket. Support is not restricted to one user. Each customer account has a main contact, who is included on every ticket.
A complete request lets The Wallet Crew reproduce, qualify, and prioritize the issue. Include the affected environment, the steps that trigger the issue, and the expected and actual results.
Add screenshots, error messages, logs, and relevant technical identifiers where available. Do not send unnecessary personal data or secrets.
## Standard support SLA
Unless the contract states otherwise, support is available in French and English from Monday to Friday, 09:00–18:00 French time. SLA clocks run only during these hours.
The response target starts when the request is complete, qualified, and reproducible. Targets cover the start of investigation, not the time to resolve an issue.
| Severity | Definition | Investigation target |
| ------------- | ------------------------------------------------------------------------------------------------ | ------------------------ |
| Criticality 1 | Production pass issuance, update, distribution, or validation is impossible, with no workaround. | Within 48 business hours |
| Criticality 2 | An essential service feature is affected, but a workaround exists. | Within 96 business hours |
| Criticality 3 | Any other anomaly. | Within 6 business days |
Support covers incidents and anomalies directly attributable to The Wallet Crew platform or The Wallet Crew-operated connectors. A failure in a partner system accessed through a connector is not included. Training, customer-side configuration, consulting, and other third-party incidents require separate agreement.
## Service status and maintenance
The Wallet Crew commits to 99.5% monthly production availability. Planned maintenance and current service incidents are published on the [The Wallet Crew status page](https://status.thewalletcrew.io).
Subscribe to status notifications to receive planned maintenance and incident updates. Availability excludes planned and emergency maintenance, customer-caused issues, third-party services, and events outside The Wallet Crew’s control.
## FAQ
Can several people open support tickets?
Yes. Anyone who needs help with The Wallet Crew platform can create a ticket. The customer’s main contact is included on every ticket.
Why should requests use support instead of a direct message?
Support tickets are visible to the appropriate team members. They provide traceability, ensure continuity, and build shared knowledge.
Does the SLA guarantee a resolution time?
No. The SLA defines when investigation starts after a complete, qualified, and reproducible request. Resolution time can depend on the issue and external dependencies.
What should happen when the agent cannot answer?
Ask the agent to generate a support email using the prompt above. Review the draft, add relevant evidence, then send it to .
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# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:
```
GET https://docs.thewalletcrew.io/policies/support-options.md?ask=&goal=
```
`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.