SupportResponse targets
Support & Reliability
Reach us fast, know what to expect, and follow the runbook if something breaks.
🚨
Report an Incident
team.justkalm@gmail.com
💬
Product Questions
justinh@alumni.harvard.edu
📅
Book a Call
20-minute debugging session
Response targets
- P0: API down — response in 30m
- P1: Degradation — response in 2h
- P2: Minor bugs — 1 business day
- P3: Questions — 2 business days
- Capture failing URL, client.id, and timestamp.
- Retry once with a fresh API key.
- For streaming: note last event received.
- Send payload (minus secrets) to team.justkalm@gmail.com.
- Attach
x-request-idif set.
How do I rotate API keys?
Issue a new key, deploy it, then revoke the old one.
What are typical latencies?
Cached: p95 ~3s. Fresh scrapes may take longer.
Do you store payloads?
Yes, encrypted at rest. Request purge by client id.
Escalation ladder
Level 1
Triage, logs, mitigations.
Level 2
On-call for P0/P1.
Level 3
Founder for SLA credits.
Service hours
- Core: 08:00–20:00 PT, Mon–Sat
- On-call: P0/P1 24/7
- Maintenance: 48h notice
Incident template
Subject: [P1] Value-decision errors URL: https://retailer.com/123 Client: demo @ 1.0.0 Request ID: <if set> First seen: 2025-12-06T12:00Z Error: 429 / 5xx
Data & continuity
- RPO 24h, RTO 4h for primary API
- No PHI/PII required
- Retention: 30d sandbox, 90d prod