Skip to main content

​
Contact Information

Email Support

Primary Support ChannelSend us an email at [email protected] for:
  • Technical questions and integration help
  • API key requests and permissions
  • Bug reports and feature requests
  • General inquiries
Response Time: 24-48 hours during business days

Emergency Support

Critical Issues OnlyFor production-critical issues:
  • Service outages
  • Security concerns
  • Data integrity issues
Response Time: 4-8 hours

​
Getting Help

​
Before Contacting Support

1

Check Documentation

Review the API documentation and guides to see if your question is already answered.
2

Search Error Messages

Look up specific error codes and messages in our error handling guide.
3

Test with cURL

Try reproducing the issue using cURL commands to isolate the problem.
4

Check API Status

Verify the API is operational at https://status.arqq.in

​
What to Include in Support Requests

When contacting support, please include:
  • API Version: Which version of the API you’re using
  • Endpoint: The specific endpoint causing issues
  • Request Details: Complete request headers, body, and parameters (redact API keys)
  • Response: Full error response including status codes and error messages
  • Environment: Staging or production environment
  • Use Case: What you’re trying to accomplish
  • Integration Type: Programming language, framework, or tool you’re using
  • Timeline: When the issue started occurring
  • Frequency: How often the issue happens
  • Impact: How this affects your application or users

​
Support Request Template

Use this template to ensure we have all the information needed to help you quickly: 
Subject: [API Support] Brief description of issue

**Environment**: Staging/Production
**API Version**: 1.3.0
**Endpoint**: POST /locations/{locationId}/whitelist
**Programming Language**: JavaScript/Python/etc.

**Issue Description**:
[Describe what you're trying to do and what's happening]

**Steps to Reproduce**:
1. [Step 1]
2. [Step 2]
3. [Step 3]

**Request Details**:
[Include your request headers and body - redact API keys] 

**Response**:
[Include the full error response] 

**Expected Behavior**:
[What you expected to happen]

**Additional Context**:
[Any other relevant information]

​
Common Support Topics

​
API Key Issues

  1. Send an email to [email protected] with:
    • Your company information
    • Use case description
    • Locations you need access to
    • Expected request volume
  2. Our team will review your request and provide an API key within 1-2 business days.
  3. Test your API key using the health check endpoint.
If you need access to additional locations or different permissions:
  • Contact [email protected] with your current API key (last 4 characters only)
  • Specify the additional permissions needed
  • Provide business justification for the request
Updates are typically processed within 24 hours.

​
Integration Help

We provide comprehensive SDKs and examples for:
  • JavaScript/Node.js
  • Python
  • cURL commands
  • Common frameworks (React, Django, etc.)
Check our integration examples guide for ready-to-use code.
For webhook integration support:
  • Provide your webhook endpoint URL
  • Specify which events you want to receive
  • Include your webhook verification process
  • Test webhook delivery in staging environment first

​
Rate Limiting

To request a rate limit increase:
  • Provide current usage statistics
  • Explain the business need
  • Specify the requested limit
  • Include any relevant contracts or agreements
Rate limit increases may require a different pricing tier.

​
Community Resources

GitHub Repository

Open source examples and community contributions

Developer Forum

Connect with other developers and share solutions

Status Page

Monitor API status and subscribe to updates

Blog

Latest updates, tutorials, and best practices

​
SLA and Support Levels

​
Standard Support

  • Response Time: 24-48 hours
  • Availability: Business days (Monday-Friday, 9 AM - 6 PM UAE time)
  • Coverage: General questions, integration help, bug reports

​
Premium Support

  • Response Time: 4-8 hours
  • Availability: Extended hours and weekend support
  • Coverage: Priority support, dedicated account manager, phone support
  • Requirements: Enterprise plan or custom agreement

​
Emergency Support

  • Response Time: 1-4 hours
  • Availability: 24/7 for critical issues
  • Coverage: Service outages, security incidents, data integrity issues
  • Requirements: Production environment with SLA agreement

​
Feedback and Feature Requests

We value your feedback and suggestions for improving the API:
Submit feature requests via email to [email protected] with:
  • Detailed description of the requested feature
  • Use case and business justification
  • Expected impact on your integration
  • Any mockups or examples if applicable
Feature requests are reviewed quarterly and prioritized based on user demand and technical feasibility.
Help us improve the API by providing feedback on:
  • Documentation clarity and completeness
  • API design and usability
  • Error messages and responses
  • Performance and reliability
Your feedback helps us make the API better for everyone.

​
Security and Privacy

Security Issues: If you discover a security vulnerability, please email [email protected] immediately. Do not report security issues through public channels.
We take data privacy seriously:
  • API keys are encrypted and stored securely
  • Vehicle data is processed according to privacy regulations
  • We don’t store or log sensitive personal information
  • All data transmission is encrypted using HTTPS
For privacy questions or data requests, contact [email protected].

​
Training and Resources

API Workshop

Request a custom API workshop for your team

Integration Review

Get a review of your integration implementation