---
title: API Support
slug: api-support
docTags: 
createdAt: 2026-01-13T16:05:37.348Z
---

# 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?&#x20;

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.