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- 2 Oct 2026 · +17 −17 lines
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# 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).
- 1 Oct 2026 · +3 −4 lines
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⋯ ## Where to get help - - **Wandura**, in your team's Wandura Discord channel. For onboarding, playback keys, key rotation for playback keys, 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 self-serve keys on the **Developers** page without contacting anyone. + - **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. ## What to contact us about ⋯ | Topic | Examples | |---|---| - | Access | You need a key with the `playback` scope, or a playback key rotated. | | 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 if you are an Admin, then tell us. | + | Incidents | A playback key may have leaked. Revoke it first (any Admin or Developer can), then tell us. | | Outages | Repeated `502` or `503` responses. | ⋯
- 1 Oct 2026 · +2 −2 lines
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# Support - Contact Wandura through the channel named in your agreement. This page explains what to contact Wandura about and what to include so that problems are solved quickly. + 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. ## Where to get help - - **Wandura**, through the channel named in your agreement. For playback keys, key rotation for playback keys, licence and window changes, suspected outages and anything this documentation does not answer. + - **Wandura**, in your team's Wandura Discord channel. For onboarding, playback keys, key rotation for playback keys, 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 self-serve keys on the **Developers** page without contacting anyone. ⋯
- 1 Oct 2026 · +2 −4 lines
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# Support - Your organisation has a Wandura partner contact who handles your integration. This page explains what to contact them about and what to include so that problems are solved quickly. + Contact Wandura through the channel named in your agreement. This page explains what to contact Wandura about and what to include so that problems are solved quickly. ## Where to get help - - **Your Wandura partner contact.** For playback keys, key rotation for playback keys, licence and window changes, suspected outages and anything this documentation does not answer. + - **Wandura**, through the channel named in your agreement. For playback keys, key rotation for playback keys, 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 self-serve keys on the **Developers** page without contacting anyone. - If you do not know who your partner contact is, ask the Admin of your organisation on partner.wandura.ai. - ## What to contact us about ⋯
- 29 Sept 2026 · Page created