When submitting your Snap for allowlisting, please provide the following information (at a minimum, an escalation contact and at least one general support resource).

  1. General support contact / contact page

    1. Examples
      1. Link to Discord or Telegram channel AND/OR
      2. Email such as [email protected] AND/OR
      3. Link to support ticketing form - example https://support.metamask.io/hc/en-us/requests/new?ticket_form_id=15901411323931

  2. General FAQ and Knowledge Base

    1. FAQ (answers most common questions to enable users to start using the Snap)
      1. Definition: FAQ is a list of common questions that helps users start learn about the Snap and navigate its features.
      2. Mandatory
        1. How to install the Snap
        2. How to use Snap's features
        3. What does the Snap do?
        4. What does the snap NOT do?
        5. How do I reach out for Snap support?
      3. Examples
        1. General https://support.linea.build/hc/en-us/categories/13281330249371-FAQs
        2. Webpage, article, forum thread, or public document
        3. Simple doc that covers most common questions
    2. Knowledge Base (guides for addressing most common questions for users after they start using the Snap)

      1. How to troubleshoot common issue ABC?

      2. How to troubleshoot common issue DEF?

      3. How to troubleshoot common issue HIJ?

      4. Example Knowledge Base: https://support.metamask.io/hc/en-us

        …

  3. Escalation Contact - Details for escalating issues reported by users that is different from the general support contact

    1. MetaMask support will use the escalation contact to:
      1. Escalate potential issues e.g. sudden increase in support volume on a particular topic, systematic complaints from users such as not getting enough attention from 3rd party Snap support, sensitive bugs
      2. Inform 3rd party builders about problems on our side that are being caused e.g. our service API downtime, sensitive bug on our product/service.
      3. Inform the 3rd party Snap team of changes we performed and will perform on our end that could impact their app.
    2. 3rd parties will use the escalation contact to:
      1. Inform MetaMask Support of any of the above items. (e.g. systematic complaints from users reported on both ways - them reporting issues to us, or us reporting issues to them)
    3. Example Escalation Contact
      1. Email such as [email protected]