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Support

Get help with your eXlr8 API integration and resolve technical issues.

Contact Information​

Primary Support Channel​

  • Response Time: Typically within 24 hours for technical issues
  • Availability: Business hours (Monday-Friday, 9 AM - 6 PM IST)

Business Contact​

  • Contact your eXlr8 business representative for:
    • Account-related questions
    • Contract and pricing discussions
    • Business process clarifications

Live Technical Sessions​

For complex technical issues that require interactive discussion:

Scheduling a Session​

  1. Contact your business representative or email support
  2. Provide questions in advance (3-4 days before the meeting)
  3. Include relevant context: error logs, request examples, integration details

What to Prepare​

  • Specific questions or issues you're facing
  • Code samples demonstrating the problem
  • Error logs with timestamps
  • Your integration architecture overview

Session Benefits​

  • Real-time problem solving with our development team
  • Code review and optimization suggestions
  • Best practices guidance
  • Custom solutions for unique requirements

Self-Service Resources​

Documentation​

Testing Tools​

  • UAT Environment: https://stage-platform-exlr8.exlr8now.com/v1
  • API Testing: Use tools like Postman, curl, or your preferred HTTP client
  • Sample Data: Test with the examples provided in documentation

Common Support Scenarios​

1. Authentication Issues​

Symptoms:

  • Receiving UNAUTHORIZED errors
  • Unable to access any endpoints

Troubleshooting Steps:

  1. Verify clientID and clientSecret are correct
  2. Check header format: x-client-id and x-client-secret
  3. Ensure you're using the correct base URL
  4. Verify IP address is whitelisted (production only)

Information to Provide:

  • Your clientID (never share clientSecret)
  • Sample request with headers (redacted secret)
  • Error response received
  • Environment (UAT/Production)

2. Order Processing Issues​

Symptoms:

  • Orders stuck in PROCESSING status
  • Fulfillment failures
  • Unexpected order failures

Troubleshooting Steps:

  1. Check order status using Get Order by ID
  2. Verify product availability using Get Products
  3. Confirm wallet balance using Get Wallet Balance

Information to Provide:

  • Order ID or external reference ID
  • Product and variant IDs used
  • Timestamp of order placement
  • Current order status and fulfillment status

3. Integration Performance​

Symptoms:

  • Slow API responses
  • Timeout errors
  • Rate limiting issues

Troubleshooting Steps:

  1. Check your request frequency and implement appropriate delays
  2. Use pagination effectively for large datasets
  3. Implement caching for relatively static data (products, balances)

Information to Provide:

  • Request volume and frequency
  • Average response times
  • Specific endpoints experiencing issues
  • Your implementation architecture

Support Request Template​

When contacting support, please include:

Subject: [API Issue] Brief description

Environment: UAT / Production
Client ID: your-client-id (never include client secret)
Issue Type: Authentication / Orders / Products / Wallet / Other

Description:
[Detailed description of the issue]

Steps to Reproduce:
1. [Step 1]
2. [Step 2]
3. [Step 3]

Expected Behavior:
[What you expected to happen]

Actual Behavior:
[What actually happened]

Sample Request:
[Include curl command or code snippet, with credentials redacted]

Error Response:
[Include the error response if applicable]

Additional Context:
[Any other relevant information]

Escalation Process​

Level 1: Email Support​

  • Response Time: 24 hours
  • Scope: General questions, documentation clarification, basic troubleshooting

Level 2: Technical Session​

  • Response Time: 2-3 business days to schedule
  • Scope: Complex integration issues, code review, architecture discussions

Level 3: Engineering Team​

  • Response Time: Varies based on complexity
  • Scope: Platform issues, bug reports, feature requests

Emergency Support​

For production issues affecting your live operations:

  1. Mark as URGENT in the subject line
  2. Include impact assessment: Number of affected customers, revenue impact
  3. Provide detailed logs: Error messages, timestamps, affected orders

Best Practices for Getting Help​

1. Be Specific​

  • Provide exact error messages and codes
  • Include relevant IDs (order IDs, product IDs, etc.)
  • Specify the exact endpoint and parameters used

2. Include Context​

  • Describe what you were trying to achieve
  • Explain your integration architecture
  • Mention any recent changes to your system

3. Provide Examples​

  • Include sample requests (with credentials redacted)
  • Show expected vs. actual responses
  • Attach relevant code snippets

4. Test Thoroughly​

  • Try the issue in UAT environment first
  • Verify the problem is reproducible
  • Check if the issue affects multiple endpoints

Community Resources​

While we don't currently have community forums, you can:

  • Share feedback with your business representative
  • Request documentation improvements via support email
  • Suggest new features through your account manager

Service Level Agreements​

Response Times​

  • General inquiries: 24-48 hours
  • Technical issues: 24 hours
  • Production emergencies: 4 hours

Resolution Times​

  • Documentation questions: 1-2 business days
  • Integration guidance: 2-5 business days
  • Bug fixes: Varies based on complexity

Feedback and Improvements​

We continuously improve our API and documentation based on partner feedback:

  • Documentation feedback: Help us improve these docs
  • API feature requests: Suggest new functionality
  • Integration challenges: Share your experience to help others