XKOVA Docs
Support
Where to take a problem depends on whether you are still building against the sandbox or running in production. Whichever it is, the single most useful thing you can carry into a support conversation is the correlation id from the failing response.
Sandbox and production are different surfaces
Every integrator gets a sandbox alongside production. The sandbox mirrors production behavior with deterministic, programmable scenarios and no real money, which is where most integration questions are answered fastest, by reproducing the behavior yourself. Keep the two clearly separated when you report an issue, because they have different keys, different secrets, and different data.
| You are on | What it is for | First move |
|---|---|---|
| Sandbox | Building and testing against deterministic scenarios. No real money. | Reproduce the case with a forced scenario, then check this documentation and the FAQ and Troubleshooting. |
| Production | Live value movement and live operations. | Capture the correlation id and timestamp, then escalate through your support channel. |
Carry the correlation id
Every error response includes a correlation_id. It ties your request to the platform's own
record of what happened. Capture it, along with the timestamp of your request, before you reach out. Those
two values are the fastest path to a root cause and should accompany any support request.
- Note the
codefrom the response. See Errors and Correlation IDs. - Copy the
correlation_idand the request timestamp. - Record whether the call was against sandbox or production.
- Check the FAQ and Troubleshooting for a known cause and fix.
The support boundary
For platforms that embed XKOVA, end member support is handled by the institution's own member-support team. XKOVA platform support covers the integration and the platform itself. The exact channels, response commitments, and support tiers that apply to your account are set by your agreement.
Service levels and tiers
Service level commitments, support tiers, data retention windows, and compliance attestations such as SOC 2 are defined by the business agreement and are not specified in this documentation. They are available on request through your account contact.
Related
See FAQ and Troubleshooting for self-service recovery, Errors and Correlation IDs for the response envelope that carries the correlation id, and the Changelog for what changed in the surface you are calling.