Legal
Support Policy
Last updated: April 29, 2026
Rye is dedicated to providing a reliable developer and customer experience. This Support Policy describes the scope, channels, eligibility, and expectations for technical support for the Rye platform.
Scope
Rye support covers the Rye-hosted platform, APIs, dashboard, documentation, and Rye-maintained commerce infrastructure. Support is limited to the plan, order form, channels, and hours applicable to the customer.
Configuration issues
- API key setup, environments, authentication, webhooks, and dashboard configuration.
- Best practices for integrating Rye checkout, product discovery, order-state handling, and merchant connectivity.
- General questions about Rye APIs, documentation, sandbox behavior, and production readiness.
Troubleshooting
- Known issue workarounds or resolutions for Rye-hosted services.
- General how-to questions and pointers to documentation.
- Debugging Rye-provided API behavior, webhook delivery, checkout state, order status, merchant connectivity, and platform incidents.
- Assistance interpreting request IDs, error codes, logs, rate limits, and status updates related to Rye systems.
Not covered
- General debugging or rewriting of customer application code, prompts, agents, or user interfaces.
- Modifying, patching, or supporting third-party or open source packages used by the customer.
- Support for third-party merchant, marketplace, payment processor, carrier, or logistics systems except to the extent Rye can observe and diagnose its own integration layer.
- Legal, tax, accounting, consumer protection, or compliance advice.
Who can contact support?
Billing and account management support is available to customers with active Rye accounts. Technical support is available to eligible customers using paid Rye resources or plans that include technical support.
- The request must come through an official support channel.
- The request must originate from a registered Rye account email address or an authorized workspace contact.
- The requester must have appropriate access to the workspace, project, or account involved in the request.
Official support channels
- Dashboard support: Use the support or help flow in the Rye dashboard when available.
- Email support: If dashboard support is unavailable, contact support@rye.com from a registered account email address.
- Enterprise escalation: Enterprise customers should use the escalation contacts and procedures listed in their order form or support addendum.
What to include in a support request
- Workspace or account identifier, affected environment, affected API endpoint or feature, and business impact.
- Request IDs, timestamps with time zone, webhook IDs, order IDs, merchant identifiers, and relevant error messages.
- Expected behavior, actual behavior, recent changes, reproduction steps, and whether the issue affects production traffic.
- Do not include full payment card numbers, unnecessary sensitive personal information, passwords, private keys, or secrets.
Community support
Rye may offer public or community channels for general discussion. Community channels are not official support channels, may be staffed by volunteers or other users, and should not be used for production incidents or sensitive information.
Service Level Agreement
Service level commitments are available only where included in an applicable plan, order form, or written agreement. See the Service Level Agreement for uptime commitments, support response targets, exclusions, and credit procedures.
Proactive monitoring
When Rye identifies a platform incident, Rye may post updates through its trust or status resources. If a known incident is already posted, customers generally do not need to submit duplicate tickets unless they have account-specific impact or additional diagnostic information.