Priority Support

For teams that depend on Bluescan in production — exchanges, custodians, regulated reporting tools — we offer support tiers with explicit response-time commitments and direct access to the engineers who actually run the platform. No call centers, no scripted first-line filters, no 48-hour ticket triage.

Fast response

Under 1 hour acknowledgement, 24/7

Direct access

Shared Slack or Telegram channel with the team

Always on

Coverage every day of the year, including holidays

Response-time SLAs

Severity	Definition	Acknowledgement	Resolution target
P1	Service down or data corruption affecting your users	15 minutes	4 hours
P2	Major feature degraded, workaround exists	1 hour	1 business day
P3	Cosmetic issue or feature request	4 business hours	5 business days
P4	Documentation, billing, or general question	1 business day	Best effort

What's covered

API integration guidance, including code review of your client implementation.
Investigation of any data discrepancy you spot between Bluescan and another source.
Custom data queries — for example, exporting every transfer for a specific token during a specific block range as a CSV.
Account, billing, and key rotation management.
Feature requests with engineering triage. We can't promise every request ships, but you get a real answer with reasoning.
Security incident response coordinated with our internal team.
Pre-launch reviews and load-test guidance for high-traffic events.

How to enroll

Subscribe to a Pro or Enterprise plan (see API Plans).
Email [email protected] requesting Priority Support enrollment with a brief description of your production setup.
We share an onboarding form covering your stack, deployment topology, and on-call contacts.
Once signed, the shared support channel is provisioned within one business day.

Need help right now?

Free-tier users can reach us via the regular Contact page. Existing Priority Support customers — use your shared support channel for the fastest response.