API Support
3 min
available support support focuses on api usage, not development consulting available channels api slack workspace (preferred, for approved partners) email api\@digitail io 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