Support Process and Escalation Pathways

Submitting Support Requests

Question: Where should inquiries be sent?

Answer: Day-to-day clarifications should go through the communication channel agreed upon with your team (email, Slack, or scheduled calls). Bugs and integration issues should be submitted through the support portal.

When to Create a Support Ticket

Question: When should a support ticket be opened?

Answer: Open a support ticket when encountering:

• SDK bugs or unexpected behavior
• Integration blockers preventing development progress
• Environment problems affecting PoC or production
• Production-impacting issues

SDK Delivery Timeline

Question: When is the SDK provided?

Answer: The SDK is typically provided within one week after receiving all required configuration details and completing the Technical Onboarding Form.