Support & Response Targets
Honest by construction: we publish targets, and we measure them — we do not publish percentages we have not measured.
CHANNELS
- Integration & billing: support@code402.dev
- Security reports: security@code402.dev — see security.txt (signed disclosures preferred)
- Machine surface health: /status (measured telemetry) and /proof (live proof board)
1. Response Targets
| Class | Target first response | Notes |
|---|---|---|
| Security report (active exploit) | 24 hours | Target, not a measured SLA — observability sync is pending; measured medians publish to /status when they exist. |
| Paid-customer breakage (paid call fails after settle) | 24 hours | Attach the receipt hash and the settle tx; every paid call carries an XDR-1 receipt, so we can reproduce from your evidence. |
| Pilot / white-label conversations | 2 business days | Include your corridor and expected volume; a design-partner pack follows. |
| General questions | 3 business days | The machine surface (llms.txt) answers most integration questions instantly. |
2. Escalation
Unresolved after two responses → email security@code402.dev with the thread reference and "ESCALATION" in the subject. Operator review is the final step; every escalation gets a written outcome.
3. What we never claim
No uptime percentage until measured values exist. No 24/7 coverage claim. No "guaranteed" anything — targets are targets, and when they are measured they will be published with the measurement method attached.
4. Evidence before assertion
Receipts verify offline (JWKS), the live verifier is free (verify.code402.dev), and the public proof board (/proof) excludes our own wallets from traction counts. If a number on this site ever disagrees with the proof board, the proof board is right — tell us and we will fix the page.