Skip to main content

Getting Help

Find support resources, documentation, and learn how to get assistance when you need it.

Support Channels​

How do I get support?

We provide multiple support options:

For technical issues:

  • Email: [email protected]
  • Response time: Within 24 hours (business days)
  • Include: API key prefix (first 8 characters only!), error messages, request examples

For billing questions:

  • Managed through Stripe portal
  • Click "Manage Subscription" on our main page
  • Stripe's support for payment issues

For general questions:

  • Check this FAQ first
  • Review API documentation
  • Email for clarifications

What to include in support requests:

Subject: [Issue Type] Brief description

- API Key prefix: abc12345... (first 8 chars only)
- Endpoint affected: /api/v1/...
- Error message: Complete error response
- Request example: curl command or code snippet
- Expected vs actual behavior
- Time of occurrence (with timezone)
What kind of support is included?

All subscriptions include:

Technical support:

  • API integration help
  • Troubleshooting errors
  • Best practices guidance
  • Performance optimization tips

What's covered:

  • ✅ API usage questions
  • ✅ Integration assistance
  • ✅ Error resolution
  • ✅ Performance issues
  • ✅ Documentation clarifications

What's not covered:

  • ❌ Custom development work
  • ❌ Writing your integration code
  • ❌ Third-party tool issues
  • ❌ General programming help

We're here to ensure you can successfully use our API!

Documentation & Resources​

Where can I find the API documentation?

Our comprehensive documentation includes:

Main documentation sections:

Quick links:

  • Authentication guide
  • Response formats
  • Error codes reference
  • Rate limits (none!) and quotas

Code examples: Multiple languages supported with ready-to-use snippets.

Are there code examples available?

Yes! We provide extensive code examples:

Available in documentation:

# Python example
import requests

headers = {
    'X-API-Key': 'your-api-key-here'
}

response = requests.get(
    'https://api.cybersecfeed.com/v1/endpoint',
    headers=headers
)

data = response.json()

Languages covered:

  • Python
  • JavaScript/Node.js
  • Java
  • Go
  • PHP
  • Ruby
  • cURL commands

Example types:

  • Basic authentication
  • Error handling
  • Pagination
  • Bulk operations
  • Integration patterns

Find all examples in our Integration Examples section.

Is there a changelog or update feed?

Stay informed about API updates:

Changelog location:

What we document:

  • New features and endpoints
  • Breaking changes (rare, with notice)
  • Performance improvements
  • Bug fixes
  • Documentation updates

How to stay updated:

  • Check changelog monthly
  • Major changes emailed to subscribers
  • No breaking changes without notice

Version policy:

  • Backward compatibility maintained
  • Deprecation notices given in advance
  • Clear migration guides provided

Troubleshooting​

How do I report an issue?

To report an issue effectively:

1. Verify it's an API issue:

  • Check your API key is valid
  • Confirm quota isn't exceeded
  • Test with simple curl command
  • Review error message carefully

2. Gather information:

# Example test command
curl -H "X-API-Key: your-key-here" \
     -H "Content-Type: application/json" \
     https://api.cybersecfeed.com/v1/endpoint \
     -v

3. Report via email: Send to: [email protected]

Include:

  • Clear problem description
  • Steps to reproduce
  • Expected vs actual behavior
  • Error messages (complete)
  • Request/response examples
  • Timestamp of occurrence

4. What happens next:

  • Acknowledgment within 24 hours
  • Investigation and updates
  • Resolution or workaround provided
What are common issues and solutions?

Here are the most common issues:

1. 401 Unauthorized

{"error": "unauthorized", "message": "Invalid API key"}

Solution: Check API key is correct and active

2. 429 Quota Exceeded

{"error": "quota_exceeded", "message": "Monthly quota limit reached"}

Solution: Check usage, wait for reset, or purchase additional subscription

3. 400 Bad Request

{"error": "invalid_parameter", "message": "Parameter X is required"}

Solution: Review API documentation for required parameters

4. Empty API Key

  • Issue: Forgot to include API key header
  • Solution: Add X-API-Key: your-key header

5. Network timeouts

  • Issue: Request takes too long
  • Solution: Check internet connection, retry with exponential backoff

Quick debugging checklist:

  • API key included in headers?
  • API key is correct?
  • Quota not exceeded?
  • Request format correct?
  • Endpoint URL correct?

Service Information​

How do I check if the API is operational?

Check API status anytime:

Status endpoint:

# No authentication required
curl https://api.cybersecfeed.com/v1/status

# Response
{
  "status": "operational",
  "latency_ms": 32,
  "timestamp": "2024-03-15T10:30:00Z"
}

Status meanings:

  • operational - Everything working normally
  • degraded - Slower but functional
  • partial_outage - Some features affected
  • major_outage - Service unavailable

Integration monitoring:

import requests

def check_api_health():
    try:
        resp = requests.get('https://api.cybersecfeed.com/v1/status')
        return resp.json()['status'] == 'operational'
    except:
        return False
What is your uptime commitment?

We maintain high availability:

Service level:

  • Target: 99.9% uptime
  • Measured monthly
  • Excludes scheduled maintenance

What this means:

  • Maximum ~43 minutes downtime/month
  • Usually much better
  • Global redundancy
  • Automatic failover

Scheduled maintenance:

  • Rare and announced in advance
  • Typically during low-usage hours
  • Usually no downtime (rolling updates)

Monitoring recommendations:

  • Include status checks in your app
  • Implement retry logic
  • Handle errors gracefully
  • Cache when appropriate

Best Practices​

What should I do before contacting support?

Save time by checking these first:

1. Check the basics:

  • API key is correct and active
  • Quota not exceeded (check usage endpoint)
  • Request format matches documentation
  • No typos in endpoint URL

2. Review documentation:

  • Endpoint documentation
  • Authentication guide
  • Error codes reference
  • Integration examples

3. Test with simple tools:

# Basic connectivity test
curl -H "X-API-Key: your-key" \
     https://api.cybersecfeed.com/v1/status

4. Search this FAQ:

  • Many common issues covered
  • Quick solutions available
  • Best practices included

5. Isolate the issue:

  • Remove complex code
  • Test with minimal example
  • Identify exact failure point

If still stuck, we're here to help!