Support
Support and account operations
For API-plan access, billing, API-key delivery, usage questions, refund requests, and security concerns, email sales@etnaalpha.io. Include the Stripe receipt, checkout session id, account email, affected API route, timestamp, and a short description of the issue when available.
API-key delivery
Paid Builder, Pro, and Research checkout receipts are closed through the signed Stripe webhook path. After verified receipt closeout, Etna Alpha emails a one-time API key to the customer contact attached to the checkout session. Do not send private keys, seed phrases, exchange credentials, or raw card details in support requests.
Response targets
Launch support targets a same-business-day first response for paid account access, billing, and API-key delivery issues. Security reports and production availability issues are triaged first. Enterprise response times and uptime terms are governed by the applicable written agreement.
If an Etna-side issue blocks API-key delivery or first packet route access for a paid Builder, Pro, or Research account within seven days of purchase, include that context in the support request for refund review or service-credit review.
Launch first-packet setup
Paid Builder, Pro, and Research accounts can request a first-packet setup review during launch. Include the checkout email, plan, target symbol, and intended destination: monitor, agent, dashboard, notebook, webhook, or replay workflow. The review covers product access and packet-loop operation only; Etna Alpha does not provide trading instructions, execution, account management, or investment advice.
Account recovery
If an API key is lost or suspected compromised, request rotation from the account contact associated with the Stripe customer or written enterprise agreement. Key rotation may require verification before a replacement key is issued.
Incident scope
Etna Alpha provides market-state context only. Incidents are scoped to API access, packet serving, billing, documentation, support, and security boundaries. Etna Alpha does not custody funds, execute trades, manage accounts, or provide investment advice.