How can we help?
Before opening a ticket, please check the System Status Page for known outages.
Report a Data Incident
Missing data, stuck pipelines, or incorrect ETA calculations.
Open Incident (JIRA)Request Access / Schema Change
New user provisioning, API keys, or requesting new columns.
Submit RequestSupport Severity Levels
| Severity | Definition | First Response SLA |
|---|---|---|
| SEV-1 | Data completely unavailable or widespread data corruption affecting >50% of users. | 15 Mins |
| SEV-2 | Critical feature degraded (e.g., ETA latency > 1 hour). | 2 Hours |
| SEV-3 | Minor bug, documentation error, or non-blocking question. | 1 Business Day |
Best Practices for Tickets
To ensure a fast resolution, please include the following in your ticket:
- Trace ID: If an API call failed, provide the `x-request-id` header.
- Shipment/Asset ID: Provide specific examples (e.g., `shipment_123`) where the issue is visible.
- Time Window: When did you first notice the issue? (UTC).
- Reproduction Steps: The SQL query or API call you used.
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