Support
Audience: 🔌 Integration Client (with 🧑💼 company-admin notes where the two meet)
Two addresses
| Address | For | Hours |
|---|---|---|
support@bankconnector.com | Everything that is not a P0 incident | Business days (Danish public holidays excluded), 09:00–17:00 CET/CEST |
urgent@bankconnector.com | P0 incidents only (see below) | May be used at any time; answered best-effort outside business hours |
Both addresses are stated in the SLA & Support Policy as "the support email" and "the emergency contact". This page is that Documentation.
Service status
Current availability, incidents and scheduled maintenance are published on the status page. It is checked every minute from outside BankConnector's servers. Scheduled maintenance appears there at least 7 days before it starts, as the SLA commits.
What counts as a P0
The SLA (§4.2) defines P0 as:
"Production service down or payment delivery/ingestion halted for multiple companies; no workaround"
For a P0, BankConnector commits to a first response within 2 business hours, with an update at least every 4 business hours until it is resolved. You can report a P0 to urgent@bankconnector.com outside business hours too; it is answered on a best-effort basis then. Anything less severe (a single company affected, a workaround available, a question) goes to support@bankconnector.com on business hours, even if it feels urgent to you.
What to include in a report
The SLA (§4.3) asks for:
"Reasonable detail with each report (affected company/bank/payment references, timestamps, expected vs actual behaviour); a named technical contact; timely cooperation."
Also include the X-Request-ID header from the response of the affected call. Every response carries one (see Errors & retries), and it lets us find the exact request.
The SLA itself
The SLA & Support Policy is the authoritative document for response-time commitments, exclusions and what happens if they are missed.