# Support

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.

## Before you write
- Check [Troubleshooting](https://docs.wandura.ai/developers/production/troubleshooting): 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 Wandura about
| Topic | Examples |
|---|---|
| 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
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](https://docs.wandura.ai/developers/production/troubleshooting#escalate).

> **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.

## 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](https://docs.wandura.ai/developers/production/go-live#support).