Support & Maintenance

1. Where to get help

For an existing project, email support@offchaintech.com. For a new project or additional work, email hello@offchaintech.com.

Use the project contact channel in your written agreement if one is specified. Automated messages may come from noreply@offchaintech.com; send questions to the hello or support address instead.

2. What to include in a support request

• Your project name or agreed reference and a way to reach you.
• What you expected to happen and what actually happened.
• The affected page, workflow, version or integration, and when the issue started.
• Steps to reproduce the issue and its impact on users or operations.
• Relevant screenshots or logs with secrets and unnecessary personal information removed.

Do not email passwords, private keys, seed phrases, full payment details or unredacted sensitive records. If access is required, agree a secure method and appropriate permissions first.

3. What is included

The relevant written agreement determines support coverage, any defect-correction period, supported environments, communication channels and responsibilities. A website enquiry, project handover or email acknowledgement does not create an unlimited support commitment.

New features, design changes, expanded integrations, migrations, content updates and work arising from changed requirements may need a separate scope and fee agreement. Whether an issue is covered should be checked against the agreed deliverables and acceptance criteria.

4. Ongoing maintenance

Ongoing monitoring, dependency updates, backups, security reviews, hosting administration and third-party compatibility work are included only when expressly agreed. Clarify who owns each responsibility before launch.

Third-party APIs, model behaviour, broker or exchange rules, operating systems and hosting services can change. Adapting to those changes may require testing and additional work. Third-party subscriptions and service availability remain subject to their own terms.

5. Response and resolution

Support timing depends on the agreement, issue severity, reproducibility, access and relevant provider dependencies. This website does not promise round-the-clock monitoring, a fixed response time, uptime or a resolution deadline.

If your project needs an SLA, emergency coverage or defined escalation arrangements, agree them in writing. A notification that an enquiry was saved is not confirmation that a person has reviewed it or started work.

6. Safe operation and changes

Report suspected security or operational problems through the support address with a concise description, without including secrets. If a live system is creating harm, use the pause or safety controls available to you under your operating procedures rather than relying on an immediate email response.

For material changes, agree the intended outcome, scope, testing and deployment approach before implementation. Commercial terms and project-specific commitments remain governed by the relevant written agreement.