Support and status

How to reach support and find outage updates. For SLA commitments and outage credits, see your legal agreement or email [email protected].

Contacting support

Email [email protected] for all support requests. Include:

• A brief description of the issue
• The approximate time it started
• A sample request_id from a failed response (if available)
• The endpoint you were calling

Current approach (private beta)

There is no public status page during the private beta period. All incident communication happens directly:

• Proactive: When an outage or degradation is detected, Software Automation Holdings, LLC sends an email to all active integrators at the email address on their account.
• Reactive: Integrators who report an issue via [email protected] receive a reply within 24 business hours acknowledging the report and providing a status update. During the announced owner-away window (≈ 3 weeks starting 2026-06-13), first-response time extends to 48 business hours.

What "outage" means

An outage is declared when zyins.isaapi.com is unreachable or returns error responses for ≥ 5 consecutive minutes on a 1-minute polling interval.

A single failed request, or a brief spike recoverable within one retry, is not an outage.

Maintenance windows

Planned maintenance that may affect availability is announced at least 48 hours in advance via email to all active integrators. Maintenance is scheduled outside 09:00–17:00 US Eastern on business days wherever possible.

Roadmap: public status page

A public status page at status.isaapi.com is planned for general availability (GA). It will show real-time uptime for zyins.isaapi.com, account.isaapi.com, and proxy.isaapi.com, post incident updates automatically, and support email and webhook subscriptions.