Support for Facilitron Public APIs
This guide provides information on how to get support when working with Facilitron's Public APIs. Our support team is available to help resolve technical issues, answer questions, and provide guidance on best practices.
Contact Information
For questions, issues, or support with the Facilitron API, contact us at:
Email: [email protected]
What to Include in Your Support Request
To help us respond more quickly and effectively, please include the following information in your support request:
- API User ID: Your assigned API User ID (never include your API Key in emails)
- Issue Description: Detailed description of your issue or question
- Error Details: Any error messages you received, including
invocation_idvalues - Date and Time: When the issue occurred
- Request Details: The specific endpoint, parameters, and sample request (if applicable)
- Response Details: The response you received (error or unexpected results)
Support Hours
Our API support team is available Monday through Friday, 9:00 AM to 5:00 PM Pacific Time. Support requests received outside of these hours will be addressed on the next business day.
Response Times
We strive to respond to all support requests as quickly as possible:
- General Questions: Within 5 business days
- Critical Issues: Within 1-2 business day
- Service Disruptions: Updates will be posted on our status page
Common Support Topics
Authentication Issues
If you're experiencing authentication issues:
- Verify you're using the correct API Key
- Ensure you're including the Authorization header correctly (the word Bearer must be included before the key in the Authorization header)
- Verify that your API credentials have not been revoked
Rate Limiting
If you receive 429 (Too Many Requests) responses:
- Check your current API usage
- Consider implementing caching
- Review your application logic for unnecessary API calls
- Contact us if you need a rate limit increase
Data Access
If you're having trouble accessing specific data:
- Verify that your API User ID has access to the requested properties
- Check that you're using the correct property or facility IDs
- Ensure your date ranges comply with the 31-day maximum
- Verify that you're requesting data within the allowed time periods
Timeout Issues
If you're experiencing timeouts:
- Try reducing your date range to decrease the amount of data returned
- Consider making multiple smaller requests instead of one large request
- Implement proper retry logic with exponential backoff
Self-Service Resources
Before contacting support, consider using these resources to troubleshoot issues:
Feature Requests and Feedback
We welcome feedback on our API and suggestions for new features. Please send your ideas to [email protected] with "Feature Request" in the subject line.
Status Updates
For ongoing issues affecting multiple users, we'll provide status updates via email to all affected customers. Critical service disruptions will be communicated as soon as they are identified, along with estimated resolution times when available.