What to specify
When raising a technical issues ticket with our team, you will be asked to provide an Impact and other details.
Value specified in Impact field will give us an indication on how severe the issue is.
We kindly suggest providing the most relevant data on your support request to make sure it is redirected correctly internally.
Impact explained
It’s just a question
The ticket raised with a general question. For example, how to add an admin to my Console account.
I have an issue with some transactions/connections/API calls
This ticket signifies a genuine issue has been identified either with our services or those of our partners. For instance, you may notice an increased occurrence of unsettled transactions.
Most or all of our transactions/connections/API calls are failing
This ticket points to a more critical technical issue, possibly affecting a larger scope. This will also be marked as an incident. For instance, the /accounts endpoint is experiencing failure for all users under your account.
I would like to report a security related incident
Please choose this Impact option if you suspect a data breach or any other security-related issue with TrueLayer services. This will also be marked as an incident.
Comments
0 comments
Please sign in to leave a comment.