Support

Before you file a ticket — try Ask AI#

How to reach us (human support)#

For production incidents during business hours, email is fastest. For contracted customers with a premium SLA, use the emergency phone number provided at contract signing.

What to include in a bug report#

To help us resolve faster, include all of these when possible:

1. Request identifiers#

• errorId from the error response (most important)
• request_id you sent on the request
• Timestamp (with timezone) of when the request was made
• Your API Key prefix (e.g. sk_live_abc... — first 8 chars, never the full key)

2. Request details#

• The endpoint path (e.g. /api/v1/pan/verify)
• Environment — Stage or Live
• HTTP method (GET/POST)
• Request body with any PII redacted

3. Response details#

• The HTTP status code
• The full response body
• Any response headers that seem relevant (especially X-Request-Id, Retry-After)

4. Context#

• What you were trying to accomplish
• Whether this is intermittent or reproducible
• How many times it's occurred in what time period
• When it started happening (after a deploy? Always?)

Sample support email template#

Subject: [SignCare] PAN verification returning 500 — errorId a1b2c3d4

Hi SignCare team,

We're seeing intermittent 500 errors on /api/v1/pan/verify since
2026-04-21 09:00 IST. Frequency is roughly 1 in 50 calls.

- Environment:    Production (ext.signcare.io)
- API Key prefix: sk_live_acme_...
- Endpoint:       POST /api/v1/pan/verify
- Sample errorId: a1b2c3d4-e5f6-7890-...
- Sample request_id: acme-user-123:pan:2026-04-21-abc

Sample request body (PAN redacted):
{
  "pan_number": "ABCDE****F",
  "pan_holder_name": "J*** D**",
  "consent": "Y",
  ...
}

Sample response:
{
  "success": false,
  "error": "InternalServerError",
  "message": "An unexpected error occurred.",
  "errorId": "a1b2c3d4-e5f6-7890-..."
}

We retry once on 5xx; 2nd attempt usually succeeds.

Thanks,
Jane Doe
Acme Fintech

SLAs#

SLAs are per your commercial agreement. Typical tiers:

Incidents are classified as P1 (prod down), P2 (partial degradation), P3 (non-blocking bug), P4 (question / feature request).

Status page#

Check status.signcare.io before filing an urgent ticket — ongoing incidents are posted there with real-time updates (ask your account manager if access requires login).

Escalation#

If a ticket is not progressing as expected:

1. Reply in-thread with additional context or new occurrences.
2. CC your account manager — they can prioritize internally.
3. For contracted premium support, use the emergency phone number in your runbook.

Privacy & data handling#

• Never include full API keys in support emails. Prefix only.
• Redact PII (PANs, Aadhaar numbers, full names, mobile numbers) unless absolutely required, and only on encrypted channels.
• We do not ask for end-user credentials under any circumstance.

If you suspect a key compromise, call or email us immediately — we revoke and reissue on the spot.