01
Account identifier
The first 8 characters of the Application Key you’re using — never the full key. That’s enough for us to look up the account quickly.
Developers · Contact a solutions engineer
The technical channel. Direct to engineering.
For integration debugging, API-credential or sales-channel 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 are often resolved same-day. A different inbox, a different SLA and different routing from the general line.
When to use this channel
Engineering, not commercial.
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.
Use the SE channel
For technical questions
- API integration debugging (4xx / 5xx you can’t resolve)
- Sales-channel and API-credential issues
- Fabrixa Studio access and setup
- Webhook delivery failures, signature mismatches
- Capacity planning ahead of a major drop
- Custom API requirements outside the published reference
- Major-version migration support
Use /contact/ instead
For commercial questions
- Volume pricing / tier negotiation
- Master Supply Agreement / contract terms
- Initial intro / “we want to work with you”
- Sample-pack requests
- New customer / new account questions
- ESG / procurement / certification documentation
What to include
Save the round-trip. Tell us what you tried.
Including these details upfront moves the response from “can you tell us more” to “here’s what’s wrong” in one fewer email cycle.
02
order_id or number
The Fabrixa order_id (or the number you set) if a specific order is involved, plus the endpoint you called. Lets us pull the logs without a back-and-forth.
03
What you expected
What you expected the API to do, and what it did instead. Pasting the actual JSON response or the curl command beats describing it in prose.
04
When it broke
Approximate timestamp with timezone of the failed request. “About an hour ago CET” is fine — it lets us pull the right slice of logs.
05
Your environment
Which sales channel — build or live? Which language / framework? One-off or reproducible? Has the same call worked before? Helps us scope the fix.
06
What you’ve tried
Did you re-run with a retry, check the status page, read the relevant integration-guide section? Tells us where to start, not where you started.
Self-help check
Three checks that fix most issues before they need an SE.
We’d rather you ship faster than wait on us — these three checks resolve roughly 70% of incoming SE tickets without engineering involvement.
01
Status page
Check status.fabrixa.com first. Most short-lived disruptions show up within five minutes. If something’s degraded, your retry logic should pick it up automatically.
02
Changelog
Did the API release recently? Check the changelog for any deprecation notice or behaviour change matching your symptom.
03
errors.messages
Read the errors.messages array on the failed response — on a 400 it names the exact fields that didn’t validate, which usually surfaces a payload mistake on your side before we debug ours.
Response times
What to expect, by ticket priority.
SE responses are triaged by impact — production-impacting issues jump the queue. Standard-tier targets are below; enterprise SLAs are tighter and written into the MSA.
Critical
Production fully blocked
Same-day response, within four business hours during the EU work day. An emergency channel for production-stopping issues only.
High
Production degraded
Within one business day. Orders are going through but the integration is impacted — not fully blocked.
Standard
Integration / non-blocking
Within two business days. Build-time questions, future-feature questions, deprecation-migration support.
For genuine production-blocking emergencies, email engineering@fabrixa.com with [CRITICAL] in the subject. Don’t use it for non-urgent tickets — abuse blunts the channel for the customers who need it.
Office hours
30-minute SE office hours during major migrations.
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 the subject “Office hours: [your account ID]”. Slots usually fill one to two weeks ahead during deprecation windows.
Enterprise technical account management
A named TAM for high-volume integrations.
Enterprise customers — 10,000+ units a 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 the account team. TAM access is part of the enterprise-tier MSA — talk to our team for terms.
Send the ticket
engineering@fabrixa.com
One inbox, triaged by an SE on rotation, with the SLAs above. Use [CRITICAL] in the subject for production-blocking issues only. Sales and commercial questions go to /contact/ instead.