SupportGuide
Getting support
How to reach Solia and what to include so an engineering issue can be diagnosed quickly.
On this page
Where to ask
Signed-in members use Contact Solia in the Control Plane and choose a topic (Billing & sales or Technical support). The request is recorded on your workspace with a reference, and Solia follows up to your reply email. Check System Status first for platform-wide incidents.
Limitation
No response-time commitment is published in these docs.
What to include
- Environment — Sandbox or Production.
- Endpoint and method, event type, or Control Plane workflow involved.
- Timestamp with time zone.
- The
request_idfrom the API response, the Idempotency-Key, and any event or delivery identifier. - Expected behavior and actual behavior, including the error
code. - Minimal reproducible steps.
Never send
Warning
Do not send API keys, webhook or laboratory signing secrets, passwords, private keys, access tokens or patient health information through support. Solia will never ask for them. Use synthetic Sandbox identifiers when reproducing.