┌── support ──┐
Support
One person reads this inbox. Same person who runs the infrastructure. No tier-1 outsourcing, no AI replies, no ticket runaround.
For fastest triage, include your operator ID (4 chars, visible at the top of your dashboard) and the timestamp of the issue.
Response targets
| Severity | Target first response |
|---|---|
| BSC Real-Time | Next business day |
| BSC Mempool | Within 4 business hours |
| BSC Full Node | Within 4 hours, 7 days a week |
| Outage / production-down (any tier) | Within 1 hour, 24/7 |
These are first-response targets, not resolution. For a sev-1, you'll be on a thread with a human within an hour.
Before you email
- Check the status page — if BSC node is lagging, we already know.
- Try rotating your key from the dashboard. Most "my bot stopped working" cases are a leaked or expired key.
- Check the docs for tier-specific method allowlists. "debug_traceTransaction returns method not allowed" means you're on a tier that doesn't include it.
Production-down escalation
If your bot is offline due to our infrastructure and the response target above feels too slow, email support@streamsuite.io with [SEV-1] in the subject line.
Sev-1 emails page the operator directly. Don't use this for "my key isn't working" — that's normal support.
Other channels
- Billing or refund questions: support@streamsuite.io (see refund policy)
- Security issue or vulnerability disclosure: support@streamsuite.io — please put [SECURITY] in the subject
- Custom deployment / colocation quote: /request-access
One operator. One inbox. Real response.