This document lists key contacts and escalation paths for customers using Chain. Use this as a reference when submitting support tickets, requesting roadmap updates, or escalating unresolved issues.
Primary Support Contacts
Chain offers a dedicated Slack channel for enterprise customers upon request. This allows for real-time collaboration with our support and engineering teams.
Department | Contact Email | Use Cases |
General Support | Technical issues, feature questions, minor bugs | |
Technical Integrations | API questions, TMS integration help, implementation troubleshooting | |
Compliance & Legal | Data privacy, security disclosures, DPA requests | |
Customer Success | [Assigned CSM] | Roadmap requests, onboarding help, billing follow-up |
Pro tip: Use the in-app Intercom widget for the fastest response during business hours (8am–11pm ET). After-hours support is also accessible via the intercom widget or emailing General Support.
Escalation Path
If an issue is not resolved within SLA or requires executive visibility, the following escalation process applies:
Support Team Lead
Trigger: P1 incident unresolved for 8+ hours or repeated SLA misses
Escalation via support@trychain.com (mention “URGENT” in subject)
Customer Success Manager
For account-level friction, recurring blockers, or implementation delays
CSM will coordinate cross-functional alignment
VP of Engineering / Executive Sponsor
For ongoing high-impact issues or contractual escalations
Escalated by CSM or Chain leadership within 24 hours of step 2
Who to Contact for What
Topic | Contact |
SLA enforcement or P1 outage | support@trychain.com / CSM |
API or webhook malfunction | |
Feature request or roadmap | Your CSM |
Data deletion, export, or privacy | |
Incident response or RCA | dev-support@trychain.com + CSM |
Partnership or legal inquiries |
Reach out to your CSM to request additions or updates to this directory.