Support

Audience	Channel
Public developers	[email protected] (or ticket form on portal)
Security issues	[email protected] — coordinated disclosure
Enterprise	Named CSM / TAM + IR contacts in Order Form
Status	https://status.ioneshop.cloud

When you write

Include:

1. Environment (sandbox / production)
2. request_id / X-Request-Id
3. Approximate UTC time
4. Endpoint + HTTP status (redact secrets)
5. Whether webhooks or REST

SLAs

Public ticket handling is best-effort unless your plan / Order Form includes support SLAs. Enterprise support commitments are defined in your Order Form and Enterprise SLA annex (provided under contract).