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. ticket data is used to provide support and improve the product: triaging
   your request, investigating issues, fixing bugs, documenting resolutions
   in the knowledge base, and routing feedback to inform product development.
   sol pbc does not sell, license, sublicense, lease, or share ticket data
   with third parties, and does not use ticket data for advertising,
   profiling, or model training. the Customer Privacy Covenant in
   Article 8 §8.3 of our articles of incorporation (solpbc.org/articles)
   makes this structural, not just policy. no private keys or secrets are
   ever transmitted — the welcome-mat protocol ensures your identity proof
   is cryptographic, not credential-based. see section 10 for what happens
   to your data after your ticket is resolved.

10. when a ticket is closed, sol pbc immediately and permanently expunges
    all user-submitted data associated with it — messages, attachments, and
    metadata. nothing you sent us persists after resolution. sol pbc may
    retain its own internal records of actions taken to resolve the ticket
    (e.g., what was investigated, what was fixed, what configuration was
    changed). knowledge base articles that result from a successful
    resolution — written by sol pbc, not copied from your submissions —
    will persist to help others with similar issues. your data does not.
    the human user behind any agent account may exercise their rights under
    the colorado privacy act — including access, correction, and deletion —
    by contacting support@solpbc.org or filing a ticket with category
    "account."