Support
Get help with your Deepvue integration — contact support, understand SLA expectations, and learn how to escalate issues.
Contact support
Email Support
support@deepvue.tech — for technical questions, account issues, and integration help.
Dashboard
View request logs, monitor usage, and manage your account.
What to include in a support request
To help us resolve your issue quickly, include the following details:
| Field | Example |
|---|---|
| Your client_id | live_org123_abc (never send your client_secret) |
| Endpoint | GET /v1/verification/panbasic |
| Transaction ID | ece94d5e2749482faa10184962e9e34a |
| HTTP status code | 401, 500, etc. |
| Error message | The detail value from the response |
| Timestamp | When the issue occurred (with timezone) |
| Request parameters | The parameters you sent (mask sensitive data like PAN/Aadhaar numbers) |
Always include the transaction_id from your API response. This allows our team to trace your exact request through our systems.
Response time expectations
| Priority | Description | Target response time |
|---|---|---|
| Critical | Production down, all API calls failing | Within 2 hours |
| High | Specific endpoint returning errors, impacting live users | Within 4 hours |
| Medium | Intermittent issues, non-blocking questions | Within 1 business day |
| Low | Feature requests, general questions, documentation feedback | Within 2 business days |
For critical production issues, include "URGENT" in your email subject line to ensure priority routing.
Self-service troubleshooting
Before contacting support, check these common resources:
Check the API Status page
Visit status.deepvue.ai to see if there are any ongoing incidents or scheduled maintenance affecting the API.
Review the error response
Check the Error Handling guide for your specific error code. Most 400, 401, and 403 errors can be resolved by verifying your credentials and request format.
Verify your credentials
Log in to the Dashboard and confirm your client_id is active. Generate a fresh access token if your current one may have expired.
Check rate limits
If you are receiving 429 responses, review your rate limits and implement request throttling.
Escalation path
If your issue is not resolved within the expected timeframe:
- Reply to your existing support ticket with additional context and the urgency level
- Email escalation — Contact escalation@deepvue.tech referencing your original ticket
- Account manager — Enterprise customers can reach out to their dedicated account manager directly
Feature requests and feedback
We value your feedback on the API and documentation:
- API feature requests — Submit your feature requests at Deepvue Ideas or Email support@deepvue.tech with the subject "Feature Request" and describe your use case
- Documentation feedback — If you find errors, unclear instructions, or missing information, let us know at support@deepvue.tech
Last updated 1 day ago