Contact & SLA
Support Channels
Email Support
For general inquiries and technical support:- Email: team@predexon.com
Developer Forum
Join our developer community:- Forum: (URL will be provided)
Bug Reports
Report bugs and issues:- GitHub Issues: (URL will be provided)
- Email: team@predexon.com
Feature Requests
Submit feature requests:- Feature Portal: (URL will be provided)
- Email: team@predexon.com
Service Level Agreement (SLA)
Response Times
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | API completely unavailable | 1 hour | 4 hours |
| High | Major functionality impaired | 4 hours | 24 hours |
| Normal | General issues and questions | 24 hours | 5 business days |
| Low | Feature requests and enhancements | 48 hours | Best effort |
Availability
- Target uptime: 99.9%
- Maintenance windows: Announced 48 hours in advance
- Status page: (URL will be provided)
Before Contacting Support
- Check documentation: Review relevant API docs
- Search changelog: See if issue is addressed in recent updates
- Review error codes: Consult Errors & Status Codes
- Gather details:
- API request/response examples
- Timestamps
- Error messages
instancefield from error responses
What to Include
When contacting support, please provide:- API endpoint and method
- Request headers (excluding API key)
- Request body (if applicable)
- Full error response
- Timestamp of the issue
- Expected vs actual behavior