Support
Two addresses
| Address | For | Hours |
|---|---|---|
support@bankconnector.com | Everything that is not a P0 incident | Business days (Danish public holidays excluded), 09:00–17:00 CET/CEST |
urgent@bankconnector.com | P0 incidents only (see below) | May be used at any time; answered best-effort outside business hours |
The SLA & Support Policy (§4.1) refers to the support email and the P0 contact "stated in the Documentation": these are those addresses. Support is given in Danish and English (SLA §4.1).
Service status
Current availability, incidents and scheduled maintenance are published on the status page. It is checked every minute from outside BankConnector's servers. Scheduled maintenance is announced there at least 48 hours before it starts (SLA §3).
The SLA covers production. The sandbox has no SLA or support commitment (SLA preamble: "Limited Releases (including sandbox) carry no SLA or support commitments").
What counts as a P0
The SLA (§4.2) defines P0 as:
"Production service down or payment delivery/ingestion halted for multiple companies; no workaround"
For a P0, BankConnector commits to a first response within 2 business hours, with an update at least every 4 business hours until it is resolved. Anything less severe (a single company affected, a workaround available, a question) goes to support@bankconnector.com on business hours, even if it feels urgent to you.
What to include in a report
The SLA (§4.3) asks for:
"The customer will give reasonable detail with each report (affected company, bank and payment references, timestamps, and expected and actual behaviour), name a technical contact, and cooperate in a timely manner."
Also include the X-Request-ID header from the response of the affected call. Every response carries one (see Errors & retries), and it lets us find the exact request.
The SLA itself
The SLA & Support Policy is the authoritative document for response-time commitments, exclusions and what happens if they are missed.