BillKitAvailability and support
How to reach BillKit, what to include, how quickly to expect an answer, and what is and is not promised about uptime.
Contacting support
Email support@billkit.eu. Send it from the address of an operator on the account, so the account can be identified without asking you for anything else.
A request that can be answered in one reply includes:
- the account’s mode, test or live, and the ids involved:
cus_,sub_,pay_,evt_and so on; - the
X-Request-Idof a failing request, or therequest_idfrom its error body; - for a webhook problem, the endpoint id and the delivery or event id;
- for an SDK or CLI problem, the package version and the runtime version.
Never send a secret key, a webhook signing secret or a customer’s full payment details. Support never needs them and will not ask for them.
Security vulnerabilities go to security@billkit.eu instead, under the security policy.
Response times
Targets are counted in working days and working hours, Monday to Friday, excluding public holidays. The target depends on the support level of the account’s plan.
| Plan | Live mode broken | Everything else |
|---|---|---|
| Free Email support, best effort | No response target. | No response target. |
| Indie Email support | First response the same working day. | First response within 2 working days. |
| Growth Priority support | First response the same working day. | First response within 1 working day. |
| Scale Dedicated support | First response within 4 working hours. | First response within 4 working hours. |
“Live mode broken” means live payments failing, renewals not charging or webhooks not being
delivered. Start the subject line with [live] when live traffic is affected, so it is read
first.
These are targets, not commitments. There is no service level agreement for availability or support response yet, and no service credits.
Availability
There is no public status page yet. When the API appears to be down, check in this order:
- The
X-Request-Idon the failing response. A response that carries one reached BillKit, and the error envelope says what went wrong; a503there is retryable, as Errors explains. - A response with no
X-Request-Idand no error envelope did not reach BillKit. Check your own network path and DNS. - Then email support with what you saw.
Plan for brief unavailability regardless. Retry 5xx responses and network failures with backoff
and the same Idempotency-Key, which the server SDKs and the CLI already do. Webhook deliveries
that fail while your endpoint is down are retried, and anything that ran out of retries can be
replayed from the delivery log.