# Support and contributions

> How to contact Ironchip support, priorities and response times, service availability for business customers, and how to suggest documentation fixes.

URL: https://docs.ironchip.com/en/soporte/

Ironchip support serves customers through the ticket portal. This documentation is also public and can be improved from its repository.

## Open a ticket

1. Sign in to the [customer portal](https://support.ironchip.com/tickets) with your account.
2. Enter the product, the environment (production or testing), and the approximate time of the problem.
3. Attach screenshots or identifiers (transaction ID, username, device ID) when you have them.

You can also email [support@ironchip.com](mailto:support@ironchip.com).

## Priorities and response times

Support requests are answered within these times, depending on their priority:

| Priority | Response time              | Availability | Description                                                                                  |
| -------- | -------------------------- | ------------ | -------------------------------------------------------------------------------------------- |
| Critical | Within 4 h                 | 24/7         | The admin console or APIs used in production are unavailable, affecting several users.       |
| High     | Within 8 h                 | 8/5          | The admin console or APIs used in production are impaired or degraded, affecting many users. |
| Medium   | Within 24 h, working hours | 8/5          | The admin console or APIs not used in production are unavailable, impaired, or degraded.     |
| Low      | Within 48 h, working hours | 8/5          | General questions about the product and custom requests.                                     |

Ironchip may change the priority after a preliminary analysis.

## Service availability

Ironchip's SLA and availability for **business customers** are:

| System                                 | Availability                                                        |
| -------------------------------------- | ------------------------------------------------------------------- |
| Admin console                          | Loads 99% of the time.                                              |
| Onboarding API                         | Requests complete successfully 99% of the time.                     |
| Transactions API (logins and payments) | Requests complete successfully 99% of the time in less than 200 ms. |

To check the incident history, see [Service status](https://docs.ironchip.com/en/seguridad/estado/).

## Improve this documentation

Every page has an **Edit this page** link at the bottom that opens the corresponding Markdown file in the documentation repository. Propose your change in a pull request and the Ironchip team will review and publish it.

## For AI agents and tools

The full documentation is available as plain text at [/llms.txt](https://docs.ironchip.com/llms.txt) (index), [/llms-small.txt](https://docs.ironchip.com/llms-small.txt) (summary), and [/llms-full.txt](https://docs.ironchip.com/llms-full.txt) (all content).