Priority Support Desk
For critical interventions requiring manual review. Report failed deposits, PPP NAV discrepancies, security incidents, or complex KYC issues directly to specialized engineering and treasury teams.
6-Step Ticket Workflow Framework
Step 1
Automatic Acknowledgment
Secure ticket ID generation and confirmation email dispatch.
Step 2
Initial Assessment
KapAI autonomously pre-analyzes system logs, transactions, and on-chain reserve status.
Step 3
Manual Review
Handover to Specialist Teams (Treasury, PPP Compliance, Security Analysts).
Step 4
Resolution or Escalation
Active intervention. Escalated to senior ops, external auditors, or core tech devs if needed.
Step 5
Final Response
Complete resolution summary delivered with all technical actions taken.
Step 6
Ticket Closure
User explicitly confirms resolution. All operational steps timestamped for audit.
Open New Case
All requests are tracked immutably.
Service Level Model
Target: 1–2 hours
Funds/Security/PPP: Security breaches, large stuck transfers, PPP NAV discrepancies
Target: 6–12 hours
Payments/Trading/Yield: Bill payment failure, DEX execution, vault yield mismatch
Target: 12–24 hours
Travel/Merchant: Travel bookings, merchant onboarding
Target: 24–48 hours
Informational: Feature questions, general inquiries