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Support & Escalation

Your Contacts

Your contacts are assigned at onboarding: an integration contact for technical questions and credential requests, and an incident contact for production outages and urgent issues.

Not a partner yet? Contact the Help Desk.

Escalation Path

  1. Self-serve: Error Handling + FAQ + interactive docs.
  2. Integration questions & bugs → your integration contact. Include: environment, timestamp (with timezone), endpoint + method, full request minus credentials, response status + body, your Client ID (never the secret/key), expected vs. actual.
  3. Credential problems (suspected exposure, rotation, scope changes) → integration contact, marked urgent. Never email credentials.
  4. Production incidents → incident contact, with the evidence bundle from step 2.

Reporting a Suspected Security Issue

Report immediately to your integration contact marked urgent. If credentials may be exposed, say so explicitly — rotation can be done same-day.

Be ready to swap credentials at short notice: rotating the Cognito credentials issues a new Client ID and Client Secret together, and the old pair is invalidated immediately with no grace period. The API key rotates independently. Confirm in advance that your backend can pick up all three from configuration without a deploy, so an exposure response isn't waiting on a release.