INCIDENT HOTLINE
Provided in your Welcome Package
Enterprise & Critical tiers · 24/7
Documentation
Every licensed customer receives the chainNode Welcome Package, which contains everything operators and auditors need to run and verify the platform.
Operator's Manual
Complete guide to the dashboard, mobile app, compliance reports, and scan tuning.
Download PDF →Auditor Verification Guide
Hand this to any auditor. Walks through independently verifying a report on Polygonscan.
Download PDF →Agent Configuration
Scan intervals, alert rules, API key rotation, and environment-specific tuning.
Ask support →Common Issues
Dashboard shows zero assets
Verify the agent is running and its API key is active. See the Operator's Manual §13 for the full troubleshooting table.
Blockchain column shows "—"
The hash is pending confirmation on Polygon. Wait 30–60 seconds and refresh.
Alerts badge won't decrease
Unacknowledged alerts persist until explicitly acknowledged. Open the Alerts page → Active tab and click Acknowledge on each item. Acknowledgments are written on-chain as part of your audit trail.
Need to tune scan frequency
Edit agent.scan_interval in the agent's config.yaml (seconds) and restart. Defaults to 3600 (hourly). See the Operator's Manual §15 for recommended intervals by environment type.
Severity & Response Times
When you contact support, indicate the severity in your subject line so we can route accordingly.
| Severity | Definition | Target Response |
|---|---|---|
| Critical | Production down. Dashboard unreachable, agent not reporting, compliance evidence lost, or suspected blockchain tamper. | 1 hour (24/7, Enterprise) |
| Warning | Degraded operation. Partial fleet offline, intermittent scan failures, false-positive alert storms. | 4 business hours |
| Info | Questions & configuration help. Tuning, integrations, feature requests, documentation gaps. | 1 business day |
Submit a Ticket
For the fastest response, include:
- Your chainNode tenant / organization ID
- The dashboard URL you use
- Approximate time the issue started (with time zone)
- Screenshot or the transaction hash of any affected record
- Severity (Critical / Warning / Info)