> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oneshotagent.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> How to reach OneShot, and how severity is described.

## Channels

| Channel | Use it for |
| - | - |
| [support@oneshotagent.com](mailto:support@oneshotagent.com) | Service issues and account questions. Include the request, job, receipt or goal ids involved. |
| [security@oneshotagent.com](mailto:security@oneshotagent.com) | Vulnerability reports, security questions and agreement requests. |
| [Community chat](https://discord.gg/NnPt3DTmXR) | Questions and discussion with other builders. Not a staffed queue. |

An organization can also raise a request from the console's **Support** page with a severity and the ids involved, follow its status and read support's replies there. The console shows the escalation contacts and support terms from the organization's signed contract when it has one.

## Severity levels

Severity describes observed customer impact. Reassess it as evidence changes. These definitions set no response clock.

| Level | Definition | Example |
| - | - | - |
| S1 | Payments broadly fail or every paid call fails, blocking paid use. | Payment settlement fails across otherwise valid paid requests, or all paid tool submissions fail. |
| S2 | One tool family is unavailable while other families remain usable. | All browser jobs fail while research and messaging continue to work. |
| S3 | One tool is degraded or slow with narrower impact. | Person profile enrichment accepts jobs but finishes slowly while other enrichment tools work. |
| S4 | A question or guidance request without an observed service failure. | A developer asks how to recover a request using its idempotency key. |

## What to include

The ids involved, the environment, what you observed and when (in UTC), and what you expected. Keep credentials, payment authorizations and customer payloads out of the request.


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