> 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
Get help from The Wallet Crew, use the documentation agent, and understand support coverage and response targets.
## 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.
## Support coverage and 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.
The severity levels, the investigation targets, and the monthly availability commitment are defined in the contractual annex Service Levels, Support and Operational Conditions, published on the website: [SLA annex (English)](https://www.thewalletcrew.io/en/legales/sla-2026-2) and [Annexe SLA (French)](https://www.thewalletcrew.io/legales/sla-2026-2). The version applicable to a contract is the one in force on its signature date.
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
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. The availability commitment and its exclusions are defined in the SLA annex linked above.
## 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 by asking a question.
Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:
```
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 what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.
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.