---
title: "Support & SLA"
description: "How to reach us, what response times apply, and where to see system status."
url: "https://real-estate-agency.apim.eu/support"
image: "https://real-estate-agency.apim.eu/_og/d/c_Ocean.takumi,title_~U3VwcG9ydCAmIFNMQQ,description_~SG93IHRvIHJlYWNoIHVzLCB3aGF0IHJlc3BvbnNlIHRpbWVzIGFwcGx5LCBhbmQgd2hlcmUgdG8gc2VlIHN5c3RlbSBzdGF0dXMu,props_eyJ0aGVtZSI6eyJtb2RlIjoiZGFyayIsImNvbG9ycyI6eyJwcmltYXJ5IjoiI0Q0QTI0QyJ9fX0,p_Ii9zdXBwb3J0Ig,s_AYrgFZC4Fg8bQHOl.png"
---

## Support & SLA

One point of contact for integration, operations and domain questions - with committed response times.

## [Contact](#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](#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](#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](#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.