API Developer FAQs
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      Developer Support & Communication Guidelines

       

      Primary Point of Contact:


      Support Request Prioritization

      To help us efficiently address issues, all support requests are categorized based on impact:

      • Urgent: Critical system failures or blockers to production or development (e.g., API outages, data loss, major security issues)

      • High: Bugs affecting core API functionality or key workflows (e.g., failed API calls, authentication issues)

      • Medium: General usability issues or inconsistencies (e.g., unexpected results, unclear documentation)

      • Low: Feature requests, enhancements, or minor cosmetic issues


      Issue Handling & Communication

      • Acknowledgment: All support requests are acknowledged through our ticketing system, generally within one business day of submission.

      • Response Times:

        • Urgent: We aim to respond within 1 business day; resolution is on a best-effort basis.

        • High, Medium, Low: We strive to respond and resolve as quickly as possible, also on a best-effort basis.

      💡 What does “Best Effort” mean?
      Our team will work to resolve your issue as quickly as possible, taking into account the complexity of the problem and the current queue. While all issues are prioritized based on impact, we cannot guarantee exact timelines. However, we are committed to maintaining transparency and keeping you informed throughout the process.

      • Collaboration: We work closely with developers to understand the issue, provide progress updates, and coordinate resolution steps when needed.

      • Transparency: While we do not commit to fixed resolution dates, you can expect clear communication and tracking throughout the lifecycle of your request.


      Release & Maintenance Communication

      • Release Notifications: All releases will follow the notification requirements outlined in Section 2.4 of the Agreement.

      • Maintenance Notices: Any planned or emergency maintenance will be communicated in advance to:

        • registered API developers

        • Slack updates in the API_Public channel

        • Direct outreach from NF representatives as needed


      Our Commitment to Developers

      Support is your main point of contact for reporting issues, asking questions, or providing feedback. We are committed to offering clear communication, thoughtful prioritization, and collaborative problem-solving—so you can build with confidence.