Support escalation
Use a support-safe escalation model for production 0Bit partners without exposing secrets, PII, or internal operations.
Production partners need a clear support path, but public docs should not publish internal runbooks, provider escalation paths, or sensitive payloads. Use this model for support-facing documentation.
For production partner support, email support@0bit.io.
Severity model
| Severity | Use when | First response data to collect |
|---|---|---|
| S1 production stopped | Live checkout, ramp, webhook intake, or reconciliation is unavailable for a production partner | Environment, partner id or account name, affected route, first seen time, request ids, session ids, event ids |
| S2 degraded production | Some users or regions are affected, or webhook delivery is delayed but recoverable | Same identifiers plus affected count, timestamp window, retry behavior, and current partner-side state |
| S3 integration blocked | Sandbox setup, allowed origin, API auth, idempotency, SDK, or webhook verification blocks launch | Code path, endpoint, SDK version, request id, sanitized error code/message, environment |
| S4 documentation/product question | A partner needs clarification before implementation | Page URL, question, desired product surface, and whether the partner has approval for 0Pools/0Base/0Link |
What to include
- Environment: sandbox, production, or local development.
- Product surface: 0Gate, 0Pools, 0Base, 0Link, 0Pools Scan, or API reference.
- Request id, session id, transaction/reference id, webhook event id, and timestamp window.
- SDK package and version, if an SDK is involved.
- The public docs URL being followed.
- A sanitized reproduction with fake keys and fake user data.
What not to include
sk_*secret keys,whsec_*webhook secrets, private keys, tokens, passwords, or signing material.- Raw PII, KYC/KYB documents, full customer payloads, bank details, or wallet private keys.
- Provider names, treasury instructions, liquidity source details, internal routing decisions, or incident runbooks.
- Screenshots that show secrets, customer data, or internal dashboards.
Escalation workflow
Partner-side runbook
- Confirm the environment and key mode match.
- Check the API response status, request id, and machine-readable error code.
- Check whether the webhook endpoint received a signed event.
- Verify raw-body signature handling before assuming delivery failure.
- Retrieve current product state from the API where supported.
- Compare partner order state against session/event state.
- Escalate with support-safe identifiers only.