Support
We're here to help! Whether you're experiencing technical issues, have questions about your account, or need help with your integration, we've got you covered.
Contact Options
🛠️ Technical Support
For API integration issues, errors, or technical questions:
Email: [email protected]
Response Time: Within 1 business day (typically much faster)
What to Include:
- Request ID from error response (
trace.requestId) - this is the most important! - Your tenant/company name
- API endpoint you're calling
- Request/response examples (remove your API key!)
- Error messages or unexpected behavior
- Timestamp of the issue
Faster Resolution: Every error response includes a trace.requestId field. Always include this Request ID when contacting support - it helps us instantly locate your exact request in our logs and diagnose issues quickly!
💼 Account Management
For account-related questions, billing, or service upgrades:
Email: [email protected]
We'll respond promptly to any account-related inquiries.
📚 Documentation
You're already in the right place! Our documentation covers:
- Getting Started - Quick start guide and overview
- Authentication - API keys and security
- Core Concepts - Idempotency, rate limits, error handling, and more
- API Reference - Detailed endpoint documentation
Common Issues
Authentication Errors
Problem: 401 Unauthorized response
Solutions:
- Verify your API key is correct
- Ensure you're using the
Authorization: Bearer YOUR_API_KEYheader format - Check that your API key hasn't expired
- Contact us at [email protected] if you've lost your API key
Phone Number Validation Errors
Problem: 400 Bad Request with phone number error
Solutions:
- Use E.164 format:
+15551234567 - For US numbers, our API auto-converts formats like
(555) 123-4567 - For international numbers, include the country code with
+prefix
Idempotency Key Issues
Problem: Duplicate campaigns being created
Solution: Include the Idempotency-Key header with a unique identifier (typically your deal ID) to prevent duplicate processing:
Code
The Idempotency-Key header is optional. If you don't provide one, we'll auto-generate a unique key. However, if you're experiencing duplicate campaigns, providing your own key (like your deal ID) ensures better deduplication protection.
Rate Limiting
Problem: 429 Too Many Requests response
Solutions:
- Implement exponential backoff retry logic
- Check
X-RateLimit-Resetheader for when to retry - Let us know if you need higher limits at [email protected]
Status & Uptime
System Status
We maintain 99.9% uptime. For real-time system status and incident updates:
📊 Status Page: Coming soon!
Planned Maintenance
We perform maintenance during low-traffic hours (typically 2-4 AM EST) and provide advance notice for any scheduled downtime.
Feature Requests
Have an idea for improving the API? We'd love to hear it!
Email: [email protected]
Subject: "Feature Request: [Your Idea]"
We review all feature requests and prioritize based on customer feedback and business value.
Emergency Support
Critical Production Issues
If you're experiencing a production outage or critical service disruption:
- Email [email protected] with [URGENT] in the subject
- Include:
- Nature of the issue
- Business impact
- When it started
- Any error messages
We monitor critical alerts 24/7 and will respond immediately to production emergencies.
Security Issues
Reporting Security Vulnerabilities
If you've discovered a security vulnerability, please report it responsibly:
Email: [email protected]
Please DO NOT disclose security issues publicly or in support tickets until we've had a chance to address them.
We take security seriously and will respond to verified reports promptly. We may offer recognition or rewards for significant findings.
Feedback
We're always improving! Let us know what you think:
- 📧 Email: [email protected]
- 💡 Feature Requests: We're listening!
- 📝 Documentation Feedback: Found a typo? Something unclear? Tell us!
Thank you for choosing SalesCaddie! We're excited to help you automate your customer gifting campaigns. 🎁