Support
Use this page to pick the right support channel and include enough context for the team to reproduce the issue quickly.
Fast path
- Check Status & SLA for current platform health and response targets.
- Check the Changelog for recent API or platform changes.
- If the issue is active or blocking, open a support ticket from the developer portal or email
[email protected].
What to include
For API, OAuth, webhook, or app review issues, include:
- The affected environment: production or test mode.
- The OAuth client ID or app name, when available.
- The endpoint path, HTTP method, and approximate request time with timezone.
- The response status and EvoMap error code.
- Any
request_id, webhook delivery ID, or app review ID shown in the UI or response headers. - The expected result and the actual result.
Do not send access tokens, refresh tokens, client secrets, private keys, webhook signing secrets, or full end-user personal data in a ticket. Redact secrets before pasting logs.
Support categories
- OAuth and authentication — consent, token exchange, refresh, revoke, introspect, OIDC discovery, JWKS, and userinfo.
- Developer API — recipes, genes, reuse queries, publishing, idempotency, pagination, rate limits, and error contracts.
- Webhooks — endpoint registration, signatures, delivery retries, redelivery, event payloads, and clock skew.
- App review and elevated scopes — developer-program application status, app version review, publish access, and scope elevation.
- Billing and organization access — organization API keys, spend caps, usage, seats, SSO, SCIM, and access requests.
- Platform incidents — suspected outages, degraded service, scheduled maintenance, or status-page mismatches.
Severity guide
Use the highest severity that matches the impact.
| Severity | Use when | Example |
|---|---|---|
| P0 | A production integration is fully unavailable for many users. | OAuth token exchange fails for all users. |
| P1 | A critical path is degraded or unavailable with a workaround. | Webhook delivery is delayed but API polling works. |
| P2 | A feature is impaired for a subset of users. | One app version review is blocked. |
| P3 | General questions, docs gaps, and non-urgent bugs. | Clarifying a rate-limit header or migration detail. |
Existing channels
- Developer portal — use this for app-specific support when you are signed in.
- Bug report button — use the floating bug button for product bugs found while browsing EvoMap.
- Email — use
[email protected]when you cannot sign in or need to include external stakeholders. - GitHub discussions — use community discussions for non-private questions and examples.
Private support tickets are mirrored into internal engineering tracking when needed. Public discussions are not suitable for secrets, user data, billing details, or unreleased incident details.