Codat Support best practices

 

When raising a ticket with Codat Support, always include:

• Company Id(s) affected if applicable,

• Full URL of the API call(s) or Portal page(s) affected if applicable,

• The steps taken before the issue occurred or was noticed,

• Any error messages returned by the API,

• Impact of the issue and any additional context that could be helpful - including deadlines or internal milestones that you are working against,

• If the issue has to do with missing or incorrect data, be explicit about what you expected to see instead of the data returned by Codat,

• If the issue has to do with pushing data, provide the payload that you submitted to our API. We may not be able to investigate tickets submitted to Support if the payload used is not provided in your support request.

Note: Banking integrations errors

Occasionally, some issues raised with Codat Support are related to our third-party Banking providers, Plaid and TrueLayer.

Due to the sensitivity of banking data, some third-party providers require the owner and user of the TrueLayer app and Plaid developer console to raise issues themselves.

In these cases, we may instruct you to contact the Plaid and TrueLayer Support directly.

 

What we will do

Support will acknowledge your query as per your contractual SLAs.

Support will review errors returned by our API, incorrect data returned by our API, inconsistencies in our docs.

For this type of issues, we will investigate and offer a workaround where available, and escalate to our Engineering team if the resolution requires a code fix. While investigating these issues, we may ask you to provide screenshots, logs or to attempt a workaround. We may suggest alternative troubleshooting methods, including asking for the end-user to provide additional information about their configuration and setup.

Support will answer questions on expected behaviours and general performances concerns.

For this type of issues, we may recommend articles from our docs and Zendesk knowledge base. We may also share general guidance on best practices. 

If you contact Codat Support for an issue that does not fall within the above, we may redirect you to another team or documentation resources.

Note: Data retention and support troubleshooting

We keep our logs for a limited amount of time so we recommend raising your issue with Support as soon as you have exhausted all other self-service troubleshooting options.

Generally speaking, we keep sync logs (dataset pulls and push operations) for 3 months.

We keep API logs (including responses to endpoint calls) for 15 days.

While you may want to raise issues outside of the guidelines below, we may not always be able to investigate those.

What we will not do

• Support will not provide troubleshooting or implementation advice over video-conferences or calls.
  If you are interested in additional help to implement our solutions, please contact your Account Manager of our Sales team ([e-mail]).
• Support will not advise on your code or create sample code.
• Support cannot provide demos of the product.
  You may want to contact our Sales team ([e-mail]).
• Support cannot prioritise feature requests.
  Please reach out to your Codat contacts (Account Manager or Sales team).
• Support cannot assist you with pricing and billing questions.
  You may want to contact our finance team ([e-mail]) or your Account Manager.