Support Policy

1. Overview

This Support Policy outlines the support services provided by Zenity for our zero-knowledge payment infrastructure platform. Our commitment is to ensure reliable, secure, and efficient support for all users of our verifiable compliance and payment infrastructure services for AI and human transactions.

2. Support Channels

2.1 Primary Support Channels

• Email Support: support@usezenity.com
• Documentation: Comprehensive API documentation and integration guides
• Status Page: Real-time service status and incident updates

2.2 Response Times

We aim to respond to support requests within the following timeframes:

• Critical Issues: Within 1 hour during business hours
• High Priority: Within 4 hours during business hours
• Standard Requests: Within 24 hours
• General Inquiries: Within 48 hours

3. Support Scope

3.1 What We Support

• API integration assistance and troubleshooting
• Zero-knowledge proof generation and verification
• Interledger payment routing and infrastructure
• Identity and wallet integration guidance
• Service availability and performance issues
• Security concerns and incident reporting
• Account management and configuration

3.2 What We Don't Support

• Custom development or implementation services
• Third-party integration issues unrelated to our services
• Business or legal advice
• Training or educational services (available separately)
• Data recovery (we don't store data, so there's nothing to recover)

4. Service Level Agreement (SLA)

4.1 Uptime Commitment

We maintain a 99.9% uptime SLA for our core payment infrastructure services. Scheduled maintenance windows are communicated in advance, and we strive to minimize service disruptions.

4.2 Performance Standards

• API response times under 200ms for 95% of requests
• Zero-knowledge proof generation within acceptable timeframes
• Interledger transaction routing with minimal latency
• Real-time monitoring and alerting for service health

5. Incident Management

5.1 Incident Classification

• Critical: Complete service outage or security breach
• High: Significant functionality degradation affecting multiple users
• Medium: Partial functionality issues with workarounds available
• Low: Minor issues with minimal impact

5.2 Communication

During incidents, we provide regular updates through our status page and, for critical issues, direct communication to affected users. Post-incident reports are published for significant events.

6. Maintenance Windows

Scheduled maintenance is typically performed during low-traffic periods with at least 48 hours advance notice. Emergency maintenance may be performed with minimal notice when necessary to address critical security or stability issues.

7. Documentation and Resources

We provide comprehensive documentation including:

• API reference documentation with code examples
• Zero-knowledge proof integration guides
• Interledger protocol documentation
• SDKs and client libraries
• FAQ and troubleshooting guides
• Changelog and release notes

8. Support for Enterprise Customers

Enterprise customers may have access to additional support services, including:

• Dedicated support channels and account managers
• Priority response times
• Custom SLA agreements
• Direct access to engineering teams for critical issues

9. Feedback and Improvement

We continuously work to improve our support services. We welcome feedback on your support experience and use it to enhance our processes, documentation, and service quality.

10. Contact Support

For support inquiries, please contact us through the following channels: