Support

Before you file a ticket — try Ask AI

🤖 Open Ask AI → (or the WealthScape variant)

The AI assistant answers integration questions instantly and knows our full API surface — request/response shapes, error codes, rate limits, eSign coordinates, consent flows, and common pitfalls. For 90% of "why doesn't this work" questions, it's faster than email.

Paste your error message, failing request, or curl output directly into it.

How to reach us (human support)

Channel	Best for
🤖 Ask AI	Integration questions, error interpretation, working code samples
Raise a Ticket	Tracked issues with SLA response times
`support@signcare.io`	Bug reports, anything the AI couldn't resolve
Your account manager	Commercial, quota, custom integrations

For production incidents during business hours, email is fastest. For contracted customers with a premium SLA, use the emergency phone number provided at contract signing.

What to include in a bug report

To help us resolve faster, include all of these when possible:

1. Request identifiers

errorId from the error response (most important)
request_id you sent on the request
Timestamp (with timezone) of when the request was made
Your API Key prefix (e.g. sk_live_abc... — first 8 chars, never the full key)

2. Request details

The endpoint path (e.g. /api/v1/pan/verify)
Environment — Stage or Live
HTTP method (GET/POST)
Request body with any PII redacted

3. Response details

The HTTP status code
The full response body
Any response headers that seem relevant (especially X-Request-Id, Retry-After)

4. Context

What you were trying to accomplish
Whether this is intermittent or reproducible
How many times it's occurred in what time period
When it started happening (after a deploy? Always?)

Sample support email template

Subject: [SignCare] PAN verification returning 500 — errorId a1b2c3d4

Hi SignCare team,

We're seeing intermittent 500 errors on /api/v1/pan/verify since
2026-04-21 09:00 IST. Frequency is roughly 1 in 50 calls.

- Environment:    Production (ext.signcare.io)
- API Key prefix: sk_live_acme_...
- Endpoint:       POST /api/v1/pan/verify
- Sample errorId: a1b2c3d4-e5f6-7890-...
- Sample request_id: acme-user-123:pan:2026-04-21-abc

Sample request body (PAN redacted):
{
  "pan": "ABCDE****F",
  "consent": "Y",
  ...
}

Sample response:
{
  "success": false,
  "error": "InternalServerError",
  "message": "An unexpected error occurred.",
  "errorId": "a1b2c3d4-e5f6-7890-..."
}

We retry once on 5xx; 2nd attempt usually succeeds.

Thanks,
Jane Doe
Acme Fintech

SLAs

SLAs are per your commercial agreement. Typical tiers:

Tier	First response	Resolution target (P1)
Standard	1 business day	5 business days
Business	4 business hours	2 business days
Premium	1 hour	8 hours

Incidents are classified as P1 (prod down), P2 (partial degradation), P3 (non-blocking bug), P4 (question / feature request).

Status page

Check status.signcare.io before filing an urgent ticket — ongoing incidents are posted there with real-time updates (ask your account manager if access requires login).

Escalation

If a ticket is not progressing as expected:

Reply in-thread with additional context or new occurrences.
CC your account manager — they can prioritize internally.
For contracted premium support, use the emergency phone number in your runbook.

Privacy & data handling

Never include full API keys in support emails. Prefix only.
Redact PII (PANs, Aadhaar numbers, full names, mobile numbers) unless absolutely required, and only on encrypted channels.
We do not ask for end-user credentials under any circumstance.

If you suspect a key compromise, call or email us immediately — we revoke and reissue on the spot.

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