01
Support Channels
Kalpae support covers platform access, forecasting workflows, and operational reliability issues.
- General support: support@kalpae.com.
- Operations escalation: ops@kalpae.com.
- Security reporting: security@kalpae.com.
- Include question ID, timestamp, and screenshot/log context for faster triage.
02
Response Priorities
Requests are triaged by impact to keep reliability incidents on fast escalation paths.
- P0: platform downtime, auth blockers, and critical data integrity incidents.
- P1: delayed CRE processing, probability visibility issues, or forecast submission errors.
- P2: product guidance, workflow support, and documentation requests.
- No CRE run has been recorded yet.
03
Common Help Playbooks
Use these references before escalating to reduce turnaround time.
- Validate question status and resolution time when forecasting is blocked.
- Check recent probability updates and evidence cards when rationale appears unclear.
- Review pending-review queue for updates that require admin approval.
- Use admin panel delete flow only after typed confirmation and dependency review.
04
Security And Abuse Reporting
Security and abuse reports are handled through a dedicated workflow.
- Responsible disclosure reports are tracked separately from product tickets.
- Impersonation, phishing, and account abuse reports are prioritized.
- Provide affected wallet pubkey and timeline for faster containment.
- Reporters receive acknowledgement and tracked follow-up status.