Support¶
When something breaks, the fastest path is sending us enough context to reproduce the request without a lot of back-and-forth.
Contact¶
| Channel | Details |
|---|---|
| develop@itbs.gr | |
| Support hours | Mon-Fri 09:00-18:00 EET |
What to include in the ticket¶
1. Short description¶
- What you expected to happen
- What actually happened
- When it started
- Repeatable or intermittent
2. correlationId¶
Every response has an X-Correlation-ID header. Fastest way for us to trace the
request across our logs and upstream provider calls.
If you send only one technical identifier, send that one.
3. Endpoint + safe request example¶
POST /allianz/applications
correlationId: 9f3a2b1c-4d5e-6789-abcd-ef0123456789
Timestamp: 2026-05-14 14:23:11 UTC
Request body (anonymized): { ... }
Response status: 502 Bad Gateway
Response body: { "title": "...", "detail": "..." }
4. Integration context¶
- Your
client_id(never the secret) - Language/runtime, e.g.
.NET 8,Node.js 20,Python 3.11 - First integration or regression in a flow that used to work
NEVER secrets or customer data
Don't include:
client_secret- Bearer tokens
- Passwords
- Real customer data (tax IDs, names, addresses)
Anonymized examples cover 99% of support tickets.
Response targets¶
| Severity | Example | Initial response |
|---|---|---|
| P1 — Critical | API down, all calls failing | 2 hours (within support hours) |
| P2 — Major | Provider down or >10% failure rate | 4 hours |
| P3 — Minor | Edge-case bug or performance degradation | 1 business day |
| P4 — Question | Usage question or docs gap | 2 business days |
If a ticket escalates as you investigate, reply on the same thread with updated impact.
Maintenance & status¶
No public status page yet. We email registered contacts about planned maintenance.
Feedback¶
We want to hear about:
- Docs gaps
- Confusing schemas
- Feature requests
- Missing provider capabilities
- Tooling needs (SDKs, Bruno collections)
Send to develop@itbs.gr with a subject like
[FEATURE REQUEST] or [FEEDBACK].