If a DQE service is affecting a production workflow, create a support ticket as soon as possible so the DQE Support team can investigate with the right context.
When to report a production incident
Report a production incident when a DQE service is unavailable, returning unexpected results at scale, blocking a business-critical workflow, or preventing users from completing an operational process.
Examples include:
- a production integration cannot access a DQE or Capency service;
- API calls fail unexpectedly in a live environment;
- address, email, phone, or geocoding checks return unexpected behavior for many users;
- a connector or plugin blocks a checkout, CRM, or back-office workflow;
- a recent infrastructure change may have affected access to DQE services.
How to report the incident
Create a support ticket and clearly indicate that the issue affects production. Include the affected service, the business impact, and the time when the issue started.
Information to include
To help DQE Support investigate faster, include as much of the following information as possible:
- your organization name;
- the affected DQE service or product;
- the environment concerned, especially if it is production;
- the date and time when the issue started, including timezone;
- the business impact and number of users or transactions affected;
- sample requests and responses, with sensitive data removed when necessary;
- error messages, screenshots, logs, or correlation IDs if available;
- recent changes on your side, such as network, deployment, release, or configuration changes;
- the contact person who can answer technical questions.
Response time and SLA
Response times depend on your support plan and the applicable SLA. If the issue is business-critical, describe the impact clearly in the ticket so the request can be assessed with the right priority.
Before opening the ticket
If possible, check whether the issue is limited to one environment, one user group, one country, one endpoint, or one integration. This information helps reduce investigation time.