Support Policy
This Support Policy governs how support is provided for Web3 Identity API services operated by TechnoRealism, Inc. ("we," "us," "our"). By using our services, you acknowledge and agree to the terms below.
Important Disclaimers
ALL SERVICES ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. We make no guarantees regarding uptime, accuracy, completeness, reliability, or fitness for any particular purpose. Use at your own risk.
Data provided through our API is aggregated from third-party sources and public blockchains. We do not guarantee the accuracy, timeliness, or completeness of any data. Always verify critical information independently. This is not financial, investment, legal, or professional advice.
Support Scope & Limitations
What Support Covers
- General questions about API usage and documentation
- Assistance with authentication (SIWE, API keys)
- Guidance on endpoint selection and parameters
- Reporting suspected service outages
What Support Does NOT Cover
- Debugging your code — We provide API documentation, not development services
- Third-party integrations — Issues with your infrastructure, hosting, or dependencies
- Data interpretation — We provide raw data; you are responsible for its use
- Investment advice — We do not provide financial, trading, or legal guidance
- Guaranteed response times — All response times are targets, not commitments
- Custom development — Feature requests are considered but not guaranteed
Right to Refuse or Limit Support
We reserve the right, at our sole discretion, to:
- Refuse, limit, or deprioritize support requests
- Terminate support for abusive or unreasonable users
- Require paid support for complex or time-intensive issues
- Redirect questions to documentation without further response
Contact Information
Primary Channels
| Channel | Use For | Response |
|---|---|---|
| @ATV_eth | Quick questions, community | Best effort |
| support@web3identity.com | General inquiries | Best effort |
Self-Service Resources
| Resource | Link |
|---|---|
| 📚 Documentation | docs.web3identity.com |
| 🔍 API Reference | api.web3identity.com/api |
| 📊 Status Page | status.web3identity.com |
| ❓ FAQ | Frequently Asked Questions |
| 🔧 Troubleshooting | Troubleshooting Guide |
You are expected to consult documentation before contacting support. Questions answered in the docs may not receive a response.
Response Time Targets
| Tier | Target Response |
|---|---|
| Free | No guaranteed response |
| SIWE Authenticated | Best effort |
| API Key Holder | 72 business hours |
| Enterprise | Per contract |
Response times are targets, not guarantees. Actual response times may vary based on volume, complexity, staffing, and our sole discretion. Business hours are Monday–Friday, 9am–6pm Eastern Time, excluding US holidays.
Service Availability
No Uptime Guarantee (Free Tier)
Free tier users receive no uptime guarantee. The service may be unavailable, degraded, rate-limited, or discontinued at any time without notice.
Paid Tier SLA
Paid tiers may include Service Level Agreements. See SLA Documentation for details. SLA credits are the exclusive remedy for service unavailability.
Maintenance & Changes
We may, without prior notice:
- Perform maintenance causing temporary unavailability
- Modify, deprecate, or remove endpoints
- Change rate limits, pricing, or features
- Update terms, policies, and documentation
While we endeavor to provide advance notice of significant changes, we are under no obligation to do so.
Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW:
- We shall not be liable for any indirect, incidental, special, consequential, or punitive damages
- We shall not be liable for any loss of profits, data, business, or goodwill
- Our total liability shall not exceed the amount you paid us in the 12 months preceding the claim (or $100 for free users)
- We are not liable for any third-party actions, data, or services
- We are not liable for decisions made based on API data
YOU USE THIS SERVICE AT YOUR OWN RISK.
Indemnification
You agree to indemnify, defend, and hold harmless TechnoRealism, Inc., its officers, directors, employees, agents, and affiliates from any claims, damages, losses, or expenses (including reasonable attorneys' fees) arising from:
- Your use or misuse of the API
- Your violation of these terms or any applicable law
- Your violation of any third-party rights
- Any application or service you build using our API
Security Reporting
If you discover a security vulnerability:
- Email: security@web3identity.com
- Do not disclose publicly until addressed
- Include detailed reproduction steps
- Allow reasonable time for remediation
We do not offer a bug bounty program. Responsible disclosure is appreciated but does not create any obligation on our part.
Acceptable Use
Support is provided only to users in good standing who:
- Comply with our Terms of Service
- Do not abuse rate limits or circumvent restrictions
- Do not engage in harassment or abusive behavior
- Provide accurate information in support requests
Violation may result in immediate termination of support and/or service access.
Governing Law
This Support Policy and any disputes arising from support services shall be governed by the laws of the State of New York, without regard to conflict of law principles. Any legal action must be brought exclusively in the state or federal courts located in Monroe County, New York.
Changes to This Policy
We may modify this Support Policy at any time. Changes are effective upon posting. Your continued use of the service constitutes acceptance of any changes.
Contact Summary
| Type | Contact |
|---|---|
| General Support | support@web3identity.com |
| Security Issues | security@web3identity.com |
| Twitter/X | @ATV_eth |
TechnoRealism, Inc.
620 Park Ave #109, Rochester, NY 14607
technorealism.com
Last updated: February 8, 2026