Support Policy
VYPER is a small, self-funded team. We answer support requests directly, but the protocol itself is non-custodial — there are things we can help with, and things only the blockchain or your wallet provider can resolve.
1. How to reach us
- Email: hello@vyper.network — preferred for anything detailed, billing-related, or involving screenshots and transaction hashes.
- Telegram: t.me/VyperNetwork — for general questions and community discussion.
- X: @Vyper_VPN — for announcements and quick public questions.
2. Response times
We aim to acknowledge support emails within one business day and resolve straightforward issues within three. Security-related reports are prioritised and acknowledged as soon as possible. There is no guaranteed SLA — see the Terms & Conditions for the full “no warranty” language.
3. What we can help with
- Bugs in the website or the official VYPER applications.
- Questions about the smart contracts, the bonding curve, and how mint and burn quotes are computed.
- Verifying official contract addresses and identifying impostor tokens or scams.
- Newsletter or community-channel issues.
4. What we cannot help with
- Recovering funds sent to a wrong address, exposed seed phrase, or stolen wallet. On-chain transactions are irreversible.
- Restoring access to a wallet you no longer have the seed phrase for — this is a property of your wallet provider, not VYPER.
- Trades made on third-party exchanges, aggregators, or bridges. Contact the relevant venue directly.
- Tax, legal, or investment advice — please consult an appropriately qualified professional in your jurisdiction.
5. Reporting security issues
If you believe you have found a security vulnerability in our contracts or website, please email hello@vyper.network with the subject line [SECURITY]. Do not disclose details publicly until we have had a reasonable opportunity to investigate and respond.
6. Anti-impersonation
The team will never DM you first, ask for your seed phrase, request that you connect to an unfamiliar site, or offer “support” via unsolicited messages. If in doubt, verify by checking the link against the channels listed in section 1.
7. Changes
This policy may change as the protocol and team scale. Updates will be announced through the official channels and reflected in the “Last updated” date above.