History: Support

Every change to this page, newest first. Expand an entry to see what changed.
2 Oct 2026 · +17 −17 lines
Show changes
  # Support
  
- Contact Wandura in your team's Wandura Discord channel: each partner team works with Wandura in its own channel. This page explains what to contact Wandura about and what to include so that problems are solved quickly.
+ Each partner team works with Wandura in **its own Discord channel**: your team's Wandura Discord channel. Your Wandura contact invites you when your agreement is signed. This page says what to send so problems are solved fast.
  
- ## Where to get help
+ ## Before you write {#before-you-write}
  
- - **Wandura**, in your team's Wandura Discord channel. For onboarding, licence and window changes, suspected outages and anything this documentation does not answer.
- - **[partner.wandura.ai](https://partner.wandura.ai).** Members with the Admin or Developer role create, rotate and revoke every key on the **Developers** page, playback keys included, without contacting anyone.
+ - Check [Troubleshooting](../production/troubleshooting.md): most problems are a key, a scope, a licence or a retry loop.
+ - Look at partner.wandura.ai → **Developers**: **Last used** on each key, and **API usage** (calls per key and endpoint, last 30 days).
+ - Admins and Developers create, rotate and revoke every key themselves, playback keys included: no need to ask.
  
- ## What to contact us about
+ ## What to contact Wandura about {#what-to-contact-us-about}
  
  | Topic | Examples |
  |---|---|
- | Licences | A film is missing from your catalog, or `not_entitled` appears for a film you expect to stream. |
- | Rate limits | Your normal traffic reaches the ceiling. |
- | Incidents | A playback key may have leaked. Revoke it first (any Admin or Developer can), then tell us. |
- | Outages | Repeated `502` or `503` responses. |
+ | Licences | A film missing from your catalog; `not_entitled` for a film you expect to stream. |
+ | Limits | Your normal traffic reaches a limit; a launch peak is coming. |
+ | Incidents | A key may have leaked: **revoke it first**, then tell Wandura. |
+ | Outages | Repeated `5xx` or slow tickets for more than 5 minutes. |
+ | Testing | A test organisation, a licence to end for a rights test, a load-test window. |
  
- ## What to include
+ ## What to include {#what-to-include}
  
- Include as much of this as you can:
+ The request id, the time (UTC), the endpoint, the status and `error_code`, and your organisation: the full list and an example are on [Troubleshooting · Escalate](../production/troubleshooting.md#escalate).
  
- - The endpoint and HTTP method.
- - The time of the request, in UTC.
- - The HTTP status, the `error_code` or `code`, and the `reason` if there was one.
- - The `episode_id` (or `film_ref` and `episode_no`) and the `viewer_ref` you sent, for playback problems.
- - The key prefix shown on the **Developers** page, for example `wnd_live_ab12cd`.
+ > **Warning:** Never send a full API key, a `play_auth_token` or a signed link to anyone, Wandura included. The key prefix identifies a key.
  
- > **Warning:** Never send a full API key or a `play_auth_token` to anyone, including Wandura. The key prefix is enough to identify a key.
+ ## What to expect {#what-to-expect}
+ 
+ The API is in beta. There is no contractual SLA, no on-call commitment and no status page yet: Wandura answers in your channel. See [Go-live · Support during the beta](../production/go-live.md#support).
2 Oct 2026 · Page created