Why does SHIELD exist?

In cryptocurrency cold storage, lost private keys cannot be recovered by anyone—not by hardware wallet manufacturers, not by XColdPro, not by anyone. This is the uncompromising reality of secure, air-gapped systems.

However, when technical issues occur (not lost keys), expert guidance can mean the difference between a solvable problem and permanent loss of access. SHIELD provides specialized assistance for:

• USB hardware binding issues
• Corrupted wallet files
• Partial or incomplete backups
• Hidden wallet access problems
• Offline transaction signing errors
• Software conflicts and compatibility

What can SHIELD help with?

SHIELD provides expert assistance for technical problems:

• Hardware Issues: USB binding failures, device recognition problems
• Software Issues: Corrupted files, installation errors, compatibility problems
• Access Issues: Password management (when properly documented), hidden wallets
• Transaction Issues: Signing errors, broadcast failures, network problems
• Recovery Assistance: Guidance for backup restoration (with proper backups)
• Configuration Help: Setup assistance, feature configuration, security optimization

How is SHIELD different from standard support?

All XColdPro users receive:

• Email support (standard response times)
• Comprehensive documentation
• Video tutorials
• Community forums

SHIELD adds:

• Priority response times (72hr → 4hr emergency)
• Direct access to senior engineers
• Professional recovery services
• Proactive monitoring and guidance
• 1:1 training and onboarding
• Phone and live chat support

What is Sentinel Tier?

Sentinel is the entry-level SHIELD tier designed for individual users who want enhanced support beyond standard documentation. Perfect for users managing moderate holdings who want faster response times and access to the XColdPro community.

What does Sentinel include?

• Email Support: 72-hour guaranteed response time
• Full Documentation: Complete access to all technical docs and guides
• Forum Access: Priority membership in XColdPro community forums
• Monthly Newsletter: Updates, tips, and security alerts
• Basic Troubleshooting: Guidance for common technical issues

What is NOT included in Sentinel?

• Professional recovery services (available as paid add-on)
• Live chat support
• Phone support
• Emergency response
• Dedicated engineer

Who is Sentinel for?

Ideal for:

• Individual users with $1K-$50K holdings
• Crypto beginners wanting extra guidance
• Users comfortable with 72-hour response times
• Anyone wanting priority forum access
• Users who maintain proper backups

Can I purchase recovery services separately?

Yes. Sentinel members can purchase professional recovery services on a per-incident basis at standard rates. Knight and Eternal tiers include recovery services in their subscription.

What is Knight Tier?

Knight is the professional tier designed for serious crypto users and traders who need faster response times, live support channels, and included recovery services. The most popular SHIELD tier for professional users.

What does Knight include?

• Email Support: 24-hour guaranteed response time
• Live Chat: Real-time support during business hours
• Video Tutorials: Exclusive advanced training content
• Webinar Access: Monthly training sessions and Q&A
• Beta Features: Early access to new XColdPro features
• 1 Free Recovery/Year: One professional recovery service included annually
• 15% Recovery Discount: On all additional recovery services
• Priority Queue: Jump ahead in support queue

How does the free recovery work?

Knight members receive one complimentary professional recovery service per year. This includes:

• Full diagnostic assessment
• Recovery attempt for corrupted files, USB binding issues, or backup problems
• Dedicated engineer working on your case
• Up to 8 hours of recovery work

Additional recoveries receive 15% discount. Recovery is only possible when proper backups exist or technical issues (not lost keys) are involved.

What are the response times?

• Email: 24-hour guaranteed maximum
• Live Chat: Real-time during business hours (9 AM – 6 PM EST, Mon-Fri)
• Average Response: Most inquiries answered within 4-8 hours

Who is Knight for?

Perfect for:

• Professional traders with $50K-$500K holdings
• Users needing 24-hour response times
• Anyone wanting included recovery services
• Power users who want beta access
• Users who prefer live chat support

Can I upgrade from Sentinel to Knight?

Yes, instantly. Simply upgrade your subscription and immediately gain access to all Knight features, including the annual free recovery service (prorated if mid-year).

What is Eternal Tier?

Eternal is the apex SHIELD tier designed for high-net-worth individuals, family offices, and enterprises requiring white-glove service, dedicated support engineers, and emergency response capabilities. The ultimate peace of mind for serious crypto holders.

What does Eternal include?

• Phone Support: Direct phone line to support team
• 4hr Emergency Response: Critical issues addressed within 4 hours, 24/7
• Dedicated Engineer: Personal senior engineer assigned to your account
• Unlimited Recovery: All professional recovery services included
• White-Glove Onboarding: Personalized setup and migration assistance
• 1:1 Training: Individual sessions with expert trainers
• Direct X Messaging: Private channel to your dedicated engineer
• Quarterly Audits: Security reviews and optimization recommendations
• Early Access: First access to all new features and updates

What is 4-hour emergency response?

Eternal members have access to true emergency support:

• 24/7 Availability: Emergency line answered any time, any day
• 4 Hour Response: Senior engineer begins work within 4 hours
• Critical Situations: USB failures, corrupted files, urgent access needs
• Direct Communication: Phone, X messaging, and email escalation
• No Limits: Unlimited emergency responses included

What is a dedicated engineer?

Every Eternal member receives a personal senior engineer who:

• Learns your specific setup, configuration, and needs
• Provides consistent, personalized support
• Proactively monitors your account for issues
• Handles all your support requests directly
• Available via direct X messaging
• Conducts quarterly security audits

What are quarterly security audits?

Every 3 months, your dedicated engineer performs:

• Configuration Review: Verify all security settings optimal
• Backup Assessment: Ensure backup strategy is comprehensive
• Threat Analysis: Review emerging threats and vulnerabilities
• Feature Recommendations: Suggest beneficial XColdPro features
• Best Practices: Update you on latest security protocols
• Action Plan: Provide specific recommendations for improvements

Who is Eternal for?

Designed for:

• High-net-worth individuals ($500K+ holdings)
• Family offices managing multiple portfolios
• Enterprises and DAOs
• Anyone requiring 24/7 emergency support
• Users wanting dedicated engineer relationship
• Institutions needing white-glove service

Is Eternal worth the investment?

For the right users, absolutely. Consider:

• Unlimited professional recovery services (normally $500-2000 per incident)
• Dedicated engineer (equivalent to $10K+/year consulting)
• Emergency response capability (priceless during crisis)
• Quarterly audits ($1K+ value each)
• Total value: $15K-20K+ annually for $549/year

If you manage significant holdings, Eternal provides exceptional value and peace of mind.

What is included in professional recovery?

Professional recovery services include:

• Initial Assessment: Comprehensive diagnostic (30-60 minutes)
• Recovery Attempt: Senior engineer working on your case
• Multiple Approaches: Various technical solutions attempted
• Progress Updates: Regular communication throughout process
• Documentation: Full report of actions taken and results
• Prevention Guidance: Recommendations to prevent future issues

What scenarios can recovery help with?

Recovery is most effective for:

• Corrupted Files: Wallet files damaged but recoverable
• USB Binding: Wallet locked to failed USB device
• Partial Backups: Incomplete backup files that can be reconstructed
• Software Conflicts: OS or software preventing access
• Hidden Wallets: Difficulty accessing secondary wallets
• Transaction Errors: Failed or stuck transactions

What is the recovery success rate?

Success rates vary dramatically by scenario:

• Corrupted Files: 70-85% success (with proper backups)
• USB Binding: 60-75% success
• Software Issues: 90%+ success
• Transaction Errors: 95%+ success
• Lost Keys/Seeds: 0% success (impossible for anyone)

How long does recovery take?

• Simple Issues: 1-4 hours
• Complex Issues: 8-24 hours
• Advanced Recovery: 2-5 days
• Emergency (Eternal): Work begins within 4 hours

How much does recovery cost?

• Sentinel: $500-2,000 per recovery attempt
• Knight: 1 free per year, then 15% off ($425-1,700)
• Eternal: Unlimited free recovery included

Pricing varies based on complexity and time required.

What are the guaranteed response times?

• Sentinel: 72 hours maximum (email)
• Knight: 24 hours maximum (email) + live chat during business hours
• Eternal: 4 hours for emergencies, phone support available 24/7

These are maximum guaranteed times. Average responses are significantly faster.

What are typical response times?

Real-world averages:

• Sentinel: 12-24 hours typical
• Knight: 4-8 hours typical, instant via live chat
• Eternal: 1-2 hours typical, immediate for emergencies

What qualifies as an “emergency”?

For Eternal members, emergencies include:

• Complete loss of wallet access
• USB device failure with immediate access needed
• Critical transaction that must be signed urgently
• Corrupted files preventing access to funds
• Security incident requiring immediate action

Non-urgent issues follow standard response times even for Eternal members.

What are business hours for live chat?

Knight tier live chat availability:

• Hours: 9 AM – 6 PM EST
• Days: Monday – Friday
• Holidays: Limited availability

Eternal members have phone access 24/7 for emergencies.

What billing options are available?

• Monthly: Pay month-to-month, cancel anytime
• Annual: Pay yearly, receive 1 free month (8-17% savings)

How much do I save with annual billing?

• Sentinel: $119.88 → $109/year (save $10.88, ~9%)
• Knight: $179.88 → $165/year (save $14.88, ~8%)
• Eternal: $599.88 → $549/year (save $50.88, ~8%)

Plus you get the full year of coverage immediately.

Can I cancel anytime?

Yes, absolutely.

• Monthly: Cancel anytime, no penalties
• Annual: Non-refundable, but you keep access for full paid period

All subscriptions continue through the end of the paid period after cancellation.

Can I upgrade or downgrade tiers?

Yes, instantly.

• Upgrades: Take effect immediately, prorated billing
• Downgrades: Take effect at next billing cycle
• No penalties for tier changes
• Annual subscribers can upgrade mid-term

What payment methods are accepted?

• Credit/debit cards (Visa, Mastercard, Amex)
• Cryptocurrency (BTC, ETH, XDRIP)
• Wire transfer (Eternal only, annual plans)

Is SHIELD required to use XColdPro?

No. SHIELD is completely optional. XColdPro software works fully without any subscription. SHIELD simply provides enhanced support for those who want it.

Does SHIELD work with all XColdPro editions?

Yes. SHIELD supports all BootVault editions:

• Frost Edition
• HellBound Edition
• Nyxor Edition
• All ColdGuardian devices

Email Support

• Standard (Free): 5-7 business days
• Sentinel: 72 hours guaranteed
• Knight: 24 hours guaranteed
• Eternal: 4 hours for emergencies

Live Chat

• Standard: ❌ Not available
• Sentinel: ❌ Not available
• Knight: ✅ Business hours
• Eternal: ✅ Business hours + phone 24/7

Phone Support

• Standard: ❌ Not available
• Sentinel: ❌ Not available
• Knight: ❌ Not available
• Eternal: ✅ 24/7 availability

Recovery Services

• Standard: Pay per incident ($500-2,000)
• Sentinel: Pay per incident ($500-2,000)
• Knight: 1 free/year + 15% off additional
• Eternal: Unlimited free

Dedicated Engineer

• Standard: ❌ Not available
• Sentinel: ❌ Not available
• Knight: ❌ Not available
• Eternal: ✅ Personal senior engineer

Training & Onboarding

• Standard: Self-serve documentation
• Sentinel: Documentation + forum
• Knight: + Video tutorials + webinars
• Eternal: + White-glove onboarding + 1:1 sessions

Security Audits

• Standard: ❌ Not available
• Sentinel: ❌ Not available
• Knight: ❌ Not available
• Eternal: ✅ Quarterly reviews

Beta Access

• Standard: ❌ Not available
• Sentinel: ❌ Not available
• Knight: ✅ Early access
• Eternal: ✅ First access + influence roadmap

Do I need SHIELD if I have proper backups?

Not necessarily, but SHIELD provides significant benefits even with good backups:

• Expert guidance during stressful situations
• Faster resolution of technical issues
• Proactive security recommendations
• Professional recovery if backups fail
• Peace of mind knowing expert help is available

Think of it as insurance: Hope you never need it, glad you have it if you do.

When should I choose Sentinel?

Sentinel is right if you:

• Hold $1K-$50K in crypto
• Want faster support than free tier
• Are comfortable with 72-hour response
• Don’t need recovery services frequently
• Maintain excellent backup practices
• Want access to community forums

When should I choose Knight?

Knight is ideal if you:

• Hold $50K-$500K in crypto
• Need 24-hour response times
• Want included recovery services
• Prefer live chat support
• Want to test new features early
• Are a professional trader or investor

When should I choose Eternal?

Eternal makes sense if you:

• Hold $500K+ in crypto
• Require 24/7 emergency support
• Want a dedicated engineer relationship
• Need phone support availability
• Manage multiple large portfolios
• Run a family office or enterprise
• Want quarterly security audits
• Need white-glove service

Can I start with one tier and upgrade later?

Absolutely. This is the recommended approach:

• Start with Sentinel to test the value
• Upgrade to Knight when holdings increase
• Move to Eternal as portfolio reaches $500K+
• Instant upgrades with prorated billing

Can SHIELD recover lost seed phrases?

No. Nobody can.

If you lose your 12/24-word seed phrase with no backup:

• SHIELD cannot recover it
• No engineer can recover it
• No hacker can recover it
• No AI can recover it
• No quantum computer can recover it

This is a fundamental property of cryptographic security, not a limitation of SHIELD.

Can SHIELD crack forgotten passwords?

Not without partial information.

AES-256 encryption is mathematically unbreakable. However, SHIELD can help if:

• You remember partial password components
• You have password hints documented
• You have similar passwords to try variations
• The password exists in a documented list

Complete password loss = complete fund loss. This is true cold storage security.

Can SHIELD reverse blockchain transactions?

No. Blockchain transactions are immutable.

Once a transaction is confirmed on the blockchain:

• It cannot be reversed
• It cannot be modified
• Funds cannot be recovered from wrong addresses
• This is true for all cryptocurrencies

SHIELD can help prevent errors before broadcast, but not fix them after.

What if I have no backups at all?

If you have:

• No seed phrase backup
• No wallet file backups
• No password documentation
• Complete USB drive failure

Recovery is impossible. This is why XColdPro emphasizes the 3-2-1 backup rule. SHIELD cannot bypass the laws of mathematics.

What IS possible with SHIELD?

SHIELD excels at solving technical problems, not mathematical impossibilities:

• ✅ Corrupted files (with partial data)
• ✅ USB binding issues
• ✅ Software conflicts
• ✅ Transaction signing errors
• ✅ Access configuration problems
• ✅ Backup restoration guidance
• ✅ Security optimization
• ❌ Lost seed phrases
• ❌ Completely forgotten passwords
• ❌ Reversed transactions
• ❌ Breaking AES-256 encryption