How to Get Help
Phone Support
+1 (888) SENTINEL
Prime tier only
Support Hours
Foundation Tier
Monday-Friday, 9am-6pm EST
Advantage Tier
Monday-Friday, 6am-10pm EST
Prime Tier
24/7/365 - Including holidays
Severity Definitions
Critical (Severity 1)
Production signing is completely unavailable. No workaround exists. Trading operations are halted.
High (Severity 2)
Signing is degraded (increased latency, reduced throughput). Trading continues but with performance impact.
Medium (Severity 3)
Non-critical component affected. Workaround available. Monitoring alerting, dashboard issues.
Low (Severity 4)
General questions, documentation requests, feature requests, billing inquiries.
Escalation Path
If your issue is not being resolved satisfactorily:
- Level 1: Support Engineer (initial response)
- Level 2: Senior Engineer (complex technical issues)
- Level 3: Engineering Lead (critical escalations)
- Executive: Request executive escalation via escalations@zerocopy.systems
Prime tier customers have direct access to their dedicated Customer Success Manager for all escalations.
What to Include in a Support Request
- Your account/organization ID
- Timestamp of the issue (UTC)
- AWS region and instance ID
- Enclave CID if applicable
- Error messages or log snippets
- Steps to reproduce the issue
- Business impact assessment
For billing or commercial questions, contact billing@zerocopy.systems
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