Get helpful support from our connectivity team whenever you need it — 24/7, all through the week. This policy sets out how to reach us and what to expect.
1. Support channels
- E-mail — [email protected], monitored 24/7.
- Contact form — the contact page, routed to the same queue.
- Technical / API — your integration contact, for connectivity, data flow and mapping issues.
2. Priority levels and response targets
- P1 — Critical: the gateway or API is unavailable. First response within 1 hour.
- P2 — High: a connection or data flow is degraded for one connected partner. First response within 4 hours.
- P3 — Normal: a question, mapping request or minor issue. First response within 1 business day.
- P4 — Low: feature requests and general feedback. First response within 3 business days.
Response targets refer to the first qualified reply, not to final resolution.
3. What helps us help you faster
Include your account name, the affected connection or connected system, timestamps, request and response payloads where relevant, and a short description of the expected versus actual behaviour.
4. Escalation
If a P1 or P2 case is not progressing, reply to the ticket with ESCALATE in the subject line and it will be routed to a duty manager.
5. Planned maintenance
Planned maintenance is announced at least 72 hours in advance and scheduled in the lowest traffic window wherever possible.
6. Out of scope
Support does not cover third-party systems we do not operate, custom development, or commercial arrangements between the operators of connected systems.