Support Knowledge Base:
We strive to maintain our knowledge base with the most frequently asked questions. You may find it quicker to locate a documented solution for your issue than to wait for a response from our Support team. Before submitting your request, we encourage you to search for answers and guidance in our knowledge base at support.paxos.com and in Paxos documentation at docs.paxos.com.
Paxos Status Page:
If you are encountering issues with Paxos services, we recommend visiting our status page at status.paxos.com to check for any active incidents or scheduled maintenance. Should there be an ongoing incident, we kindly ask that you follow the updates provided on the status page instead of submitting a Support request.
We also highly encourage you to subscribe to our status page for timely notifications regarding Paxos maintenance and incidents. You can opt for updates via various delivery channels.
Paxos Changelog:
You can subscribe to updates regarding changes in our services and new features through RSS feeds available on our Changelog page. Please visit docs.paxos.com/changelog for more information.
Submitting a Support Request:
If you cannot find an answer in our knowledge base, or if the article prompts you to submit a support request, please do so through the Paxos Support Portal and click on Submit a Request.
When submitting your request, please select the appropriate request type and provide as much detail as possible regarding the reported issue. This information will help us assist you more effectively.
Severity Levels for Reporting Issues:
At Paxos, we are committed to addressing issues based on their assigned priority levels. A "response" from our team means direct communication from a Paxos engineer, not an automated message. Our response times are structured to ensure timely and effective support for all reported issues, with proper management throughout the process.
When submitting a support request, please select the severity level that corresponds to the impact of your issue:
| Priority (Impact) | Definition |
| S1 (Critical) | The Production system is severely impacted |
| S2 (High) | The Production system is functioning with limited capabilities or experiencing instability with periodic interruptions |
| S3 (Medium) | There is a Production issue with a workaround in place, or technical problem in the Sandbox environment |
| S4 (Low) | General questions, investigation, or product enhancement requests |
Important Note: Severity levels S1 and S2 are monitored by Paxos response team 24/7. We kindly request that you reserve these severity levels for ongoing, uncorrect issues in Production to ensure that critical matters receive timely attention. For tickets categorized as S3 or S4, customers can generally expect a response within one hour during business hours (Eastern Time).
Support Request Examples:
We are committed to resolving any issue you encounter as swiftly as possible. To facilitate this process, please adhere to the following three guidelines:
- Always answer "What happened and when?". Our support teams will always require the following information: (a) the action you were attempting, (b) the issue you encountered, (c) the time the issue began, and (d) whether the issue is still occurring. This information will assist us in accurately triaging the situation, assessing its severity, narrowing the scope of our investigation, and minimizing the time spent on triage.
- Include specific calls to and responses from the Paxos API.When encountering an issue, it is essential for us to know which service you were utilizing. If you are creating or updating an object, please provide the request body you used at the time of the issue, along with the corresponding response body. Please note that we do not log the API request and response bodies.
- Include screenshots for issues with UI.Submitting a screenshot of an error message or JSON payload instead of including it as text in the ticket description forces our support teams to read and manually transcribe the payload, rather than allowing them to copy and paste. This process is time-consuming, prone to errors, and can lead to delays.
Examples
Example 1: Production Outage
Bad:
Subject: URGENT ISSUE
Description: Our application is down please advise
Good:
Subject: Production appears down
Description: We began observing 503 errors from all services beginning at 13:02 UTC. The issue is ongoing.
Comments
The first example lacks specifics about what happened or when it occurred, and an application's downtime could result from an issue unrelated to Paxos. As a result, our support teams would need to start by investigating and clarifying the situation, potentially delaying resolution. However, if all services return 503 errors, it would clearly indicate a problem on Paxos’s side, allowing us to skip the triage phase. Knowing that the issue is ongoing confirms it as an active S1 incident, and the timestamp of when it began helps us identify any changes that may have caused it.
Example 2: Troubleshooting Request
Bad:
Subject: Identity service not working
Description: Please fix
Good:
Subject: Receiving 400 response from identity service
Description: When I post the following payload to the identity service, I receive a 400 error. Why?
{
“person_details": {
“first_name": "John"
“last_name": "Smith",
“date_of_birth": "1900-07-31",
“govt_id": "XXX-XX-XXXX",
“govt_id_type": "SSN",
“address": {
“country": "USA",
“address1": "4677 Main St",
“city": "Atlanta",
“province": "GA",
“zip_code": "30301"
},
“nationality": "USA",
“verifier_type": "PASSTHROUGH",
“passthrough_verifier_type": "JUMIO",
“passthrough_verified_at": "2021-07-21T22:26:50.916442Z"
}
}
Comments
The second ticket provides the payload, which is essential for identifying the cause of the error. In this case, the issue is due to a missing comma on line 3, rendering the JSON invalid.