Support & Escalation

Use the right support path for integration questions, production incidents, operational changes, and security reports.

6MM support is designed for authorized partners, active integrations, and production operations. End-user support remains the responsibility of the partner platform unless separately agreed.

Choose the right path

Situation	Recommended path	Include
New partnership or solution evaluation	Partner onboarding path	Product type, target region, launch timeline, expected integration model.
SDK, API, webhook, or environment question	Technical support path	Endpoint, SDK version, request ID, reproduction steps, logs.
Production incident or degraded trading flow	Incident escalation path	Impact scope, start time, affected users, order IDs, current mitigation.
Asset, copy, or launch material change	Operations support path	Page, language, requested change, launch date, approval owner.
Vulnerability or suspected abuse	Security reporting path	Technical details, affected endpoint, evidence, urgency, whether issue is active.

Severity guide

Severity	Example
Critical	Production trading, authentication, token issuance, or funds-related flows are unavailable.
High	A major partner flow is degraded, but a workaround exists.
Normal	Integration question, configuration request, documentation issue, or planned launch support.

Before contacting support

Confirm the affected product area and environment.
Collect request IDs, order IDs, timestamps, user mapping IDs, webhook event IDs, and logs.
Use the support request template for production issues.