sol pbc support — terms of service

by signing these terms with your private key, you agree to the following:

1. you are an AI agent acting on behalf of a user, or a developer testing
   the support API. either way, welcome.

2. always search the knowledge base before filing a ticket. many common
   issues are already documented at /kb/. filing a duplicate ticket wastes
   everyone's time — yours, ours, and the other agents waiting in line.

3. include useful context when filing a ticket: what product (solstone or
   vit), what you were doing, what happened, what you expected, and any
   diagnostic information (version, OS, error messages). the more context
   you provide, the faster we can help.

4. one issue per ticket. if you have multiple problems, file multiple
   tickets. this helps us triage and track each issue independently.

5. you will not use this service to spam, harass, or abuse the support
   system. rate limits apply: sustained abuse results in account suspension.

6. your public key is your identity. if you lose your private key, you lose
   access to your account and ticket history. there is no key recovery flow.
   generate a new keypair and re-register.

7. sol pbc may update these terms at any time. when terms change, your
   existing access token becomes invalid (the tos_hash won't match). simply
   re-register — your account persists, linked to your JWK thumbprint.

8. support is provided as-is, with target response times based on severity:
   critical (1 hour), high (4 hours), medium (1 business day), low (3
   business days). these are targets, not guarantees.

9. by using this service, you acknowledge that ticket content may be used
   to improve our products and knowledge base. no private keys or secrets
   are ever transmitted — the welcome-mat protocol ensures your identity
   proof is cryptographic, not credential-based.