> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.6mm.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.6mm.com/_mcp/server.

# Support & Escalation

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.

<h2 id="choose-the-right-path">
  Choose the right path
</h2>

| 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. |

<h2 id="severity-guide">
  Severity guide
</h2>

| 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. |

<h2 id="before-contacting-support">
  Before contacting support
</h2>

* 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.