For integration debugging, sandbox-key issues, custom API requirements, capacity planning before a launch, or anything else that needs an engineer rather than a sales rep. SE responses average 24 business hours; debugging tickets often resolved same-day. Different inbox, different SLA, different routing from the general sales line.
~24h SE RESPONSE · SAME-DAY ON CRITICAL · INTEGRATION-FIRST
Use the SE channel when the question is technical. Use /contact/ when the question is commercial — volume pricing, MSA terms, sample requests, or a general "we want to start working with you" intro.
Including these details upfront moves the response from "can you tell us more" to "here’s what’s wrong" in one fewer email cycle.
The first 8 characters of the API key you’re using (or your account_id). Don’t paste the full key. Lets us look up the account quickly.
If a specific request failed, the request_id from the error response. If a specific order is involved, the order_id. Lets us pull logs without a back-and-forth.
What you expected the API to do, and what it did instead. Pasting the actual JSON response or the curl command you ran is much better than describing the problem in prose.
Approximate timestamp (with timezone) of the failed request. Lets us pull the right slice of logs. "About an hour ago CET" is fine.
Sandbox or production? Which language / framework? Was it a one-off or reproducible? Has the same call worked before? Helps us scope the fix.
Did you re-run with retry? Check the status page? Read the relevant integration guide section? Tells us where to start, not where you started.
We’d rather you ship faster than wait on us — these three checks resolve roughly 70% of incoming SE tickets without engineering involvement.
Check status.fabrixa.com first. Most short-lived disruptions show up here within 5 minutes. If something’s degraded, your retry logic should pick it up automatically.
Did the API release recently? Check the changelog for any deprecation notice or behaviour change matching your symptom.
Every error response carries a request_id. Search your logs for it — the correlation usually surfaces a payload mistake on your side before we have to debug ours.
SE responses are triaged by impact. Production-impacting issues jump the queue. Standard-tier customers get the response targets below; enterprise SLAs are tighter and written into the MSA.
Same-day response (within 4 business hours during EU work day). Emergency channel for production-stopping issues only.
Within 1 business day. Issue is impacting orders going through but the integration isn’t fully blocked.
Within 2 business days. Sandbox issues, future-feature questions, deprecation-migration support.
For genuine production-blocking emergencies, email engineering@fabrixa.com with
[CRITICAL] in the subject. Don’t use this for non-urgent tickets — abuse blunts the channel for the customers who need it.
For active integration partners during a major-version deprecation window: free 30-minute SE office hours to walk through your migration code, review breaking-change handling, and cover any edge cases specific to your integration shape.
Book by emailing engineering@fabrixa.com
with subject "Office hours: [your account ID]". Slots usually fill 1–2
weeks ahead during deprecation windows.
Enterprise customers (10,000+ units / month, multi-property hospitality groups, platform integrations) get a named Technical Account Manager — a single SE who knows your integration, joins your incident channels, and attends quarterly business reviews alongside sales.
TAM access is part of the enterprise tier MSA. Talk to sales for terms.
One inbox, triaged by an SE on rotation. Standard SLAs above. Use [CRITICAL] in the subject for production-blocking issues only. Sales / commercial questions go to /contact/ instead.
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