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Forgepath API Systems

Support

Support that runs like an SLO, not a suggestion box

Defined tiers, published response targets, and escalation paths that reach engineers — not scripts. Every request is tracked, acknowledged, and owned by a named person.

System status

All core services operational — design platform, developer portal, governance runtime, and observability ingestion.

Illustrative status display for this website. Live monitored status is provided to customers through the Forgepath support portal, not this page.

Support tiers

Standard

Included with every Forgepath engagement

Business hours
Mon–Fri, 9:00–18:00 ET
First response — general questions
Within 2 business days
First response — defects
Within 1 business day
Channels
Support portal and email

Best for: Teams in Assess, Align, or Enable stages, and platform teams running steady-state operations.

Priority

Recommended for production platform teams

Coverage
Mon–Fri, 8:00–20:00 ET
First response — Priority severity
Within 4 business hours
First response — general questions
Within 1 business day
Channels
Support portal, email, and a named support engineer

Best for: Organizations with partner-facing APIs in production where response latency affects customers.

Most comprehensive

Mission Critical

For revenue-bearing, regulated API estates

Coverage
24×7×365
First response — Mission Critical severity
Within 30 minutes, any hour
First response — Priority severity
Within 2 hours
Channels
All channels plus a dedicated escalation line and quarterly reliability review

Best for: Freight networks, health plans, and commerce platforms where API downtime is business downtime.

Severity definitions

Standard

Questions, feature guidance, documentation issues, and non-blocking defects with workarounds available.

Priority

Degraded functionality affecting multiple consumers or a release timeline, without a reliable workaround.

Mission Critical

Production outage or security exposure affecting revenue-bearing or regulated API traffic. Escalates immediately to on-call engineering.

Escalation process

  1. 1

    Triage. Every request is acknowledged within your tier's first-response target and assigned a named owner and severity.

  2. 2

    Engineering engagement. Priority and Mission Critical requests reach the responsible engineering team directly — support engineers have standing access to escalate without managerial relay.

  3. 3

    Commander rotation. Mission Critical incidents get an incident commander who owns communication cadence (updates at least hourly) until resolution.

  4. 4

    Review. Every Mission Critical incident produces a written post-incident review within five business days, shared with affected customers, including what changes as a result.

Maintenance communication

  • Planned maintenance announced at least 10 business days ahead via the support portal and email.
  • Maintenance windows scheduled outside peak traffic hours for your region and workload profile.
  • Start, completion, and any scope change communicated in the same thread — no silent reschedules.
  • Emergency maintenance communicated immediately with impact scope and expected duration.

Onboarding to support

  • A named support contact and escalation map are established in your first week as a customer.
  • Your team receives a short working session on filing effective requests: what to include, how severity works, what happens next.
  • Environment and integration details are captured once so engineers never start from zero on your ticket.
  • Quarterly (Priority) or standing (Mission Critical) reviews of request trends and recurring friction.

Channels

  • Support portal — tracked requests with full history, available to every tier.
  • Email — hello@forgepathapis.com
  • Phone — +447840830487 (Priority and Mission Critical)
  • Dedicated escalation line (Mission Critical only, issued at onboarding)

Open a request

Submit a support request

Existing customers: the support portal remains the fastest path for tracked requests. This form routes to the same Forgepath support team. Fields marked * are required.

For a production outage, also call +447840830487 — phone escalation applies to Priority and Mission Critical tiers.