Support & SLA
One point of contact for integration, operations and domain questions - with committed response times.
Contact
| Topic | Channel |
|---|---|
| Technical integration | api-support@realestateagency.example |
| Access and onboarding | access@realestateagency.example |
| Production incident report | ops@realestateagency.example, subject line with INCIDENT |
| Privacy and data requests | privacy@realestateagency.example |
For technical reports, always include the kong:trace ID from the error response. That lets us find the request without a follow-up question.
Response Times
| Severity | Description | First response | Service hours |
|---|---|---|---|
| 1 - Outage | Production unusable | 1 hour | around the clock |
| 2 - Degradation | Major function impaired, workaround available | 4 hours | Mon-Fri 8am-6pm |
| 3 - Question | Integration question, documentation gap | 1 business day | Mon-Fri 8am-6pm |
| 4 - Change request | New feature, enhancement | 5 business days | Mon-Fri 8am-6pm |
Sandbox
The sandbox is reachable at https://sandbox.api.realestateagency.example/v1. It behaves functionally like production, with three differences:
- The portfolio resets to its starting state every night at 3:00 AM.
- Listing PDFs carry a watermark.
- No emails are sent to leads; they appear in the event log instead.
Feel free to use the sandbox for load testing too - but give us a heads-up before runs over 1,000 requests per minute.
Versioning and Changes
The APIs are versioned via the path (/v1). Within a major version, only backward-compatible changes ship: new fields, new endpoints, new optional parameters.
We announce deprecations at least six months in advance by email to all application owners, and via the Deprecation header on the affected endpoints.