API Support
Available Support
Support focuses on API usage, not development consulting.
Available channels:
- API Slack workspace (preferred, for approved partners)
- Email: [email protected]
- Public documentation
Tier 0 (self-serve) partners do not have access to the Slack workspace. Most questions at this level can be answered through the public documentation.
Response times depend on issue severity, from urgent outages to general questions.
Priority | Examples | Target Response Time | Target Resolution Time |
|---|---|---|---|
Urgent | API down or breaking changes in production | < 2 hours | ≤ 4 hours |
High | Major degradation, client-facing errors | < 4 hours | ≤ 1 business day |
Medium | Partial issues or documentation clarifications | ≤ 3 business days | ≤ 5 business days |
Low | Feature requests or general questions | ≤ 5 business days | Case-by-case |
Reporting Errors
If an error persists or you believe it is unexpected, please include the following information when contacting support:
- The API endpoint you are calling
- The request payload (with sensitive data removed)
- The full error response received
- Whether the issue occurs in sandbox or production
Does Digitail Help Build or Customize Integrations?
No. The API is self-service by design. All integrations are built, maintained, and tested independently by the requesting party.
Digitail provides:
- Public documentation
- Sandbox access
- Clarification on endpoint behavior
- Investigation of real API defects
Digitail does not:
- Build integrations
- Review or debug partner code
- Design integration architecture
- Join brainstorming or implementation calls
- Create custom endpoints
At Tier 0 (self-serve), this applies fully - there are no exceptions for technical support, architecture advice, or implementation assistance. The public documentation at documentation.digitail.io is the primary resource.
At Tier 2 (strategic partnerships), Digitail may co-invest in building specific integrations where deep product embedding is required and the partner cannot achieve the necessary depth via the API alone. This is agreed upfront as part of a formal Tier 2 partnership agreement and is not available to self-serve partners.