ReportingCloud

Getting Support

Topic

Questions about ReportingCloud and its SDKs go to the Text Control support team, in a support case. Before you open one, check the status page: when the service itself has a problem, it is listed there. For questions that other developers may have run into as well, there is also a community workspace on Slack.

Check the Service Status

The status page at status.reporting.cloud shows whether the parts of the service are available:

  • Web API, at https://api.reporting.cloud/.
  • Portal, at https://portal.reporting.cloud/.
  • Backend.

Below them, Reported Incidents lists the problems the team has identified, with the team's updates until the incident is resolved. The page was introduced in the blog article ReportingCloud: Web API Health Status Page, and Hosting and Availability describes what the services agreement says about maintenance.

When the status page shows no incident and your requests still fail, work through Troubleshooting first. If that doesn't solve the problem, open a support case.

Open a Support Case

Support cases go through the contact form of the Text Control support center. The Open Support Case link in the menu of the portal opens the same form.

  1. Open the form at support.textcontrol.com/new-ticket.
  2. Enter your Name and Email. The answer comes by email.
  3. Under Department, select Support. The form then shows the fields Product and Serial Number.
  4. Under Product, select ReportingCloud, or the plan of your account below it: Trial, Basic, Standard, Premium or Extreme.
  5. Enter the serial number of your subscription in Serial Number. GET /v1/account/settings returns it in serialNumber. On a trial account, which returns Trial there, leave the field blank, as the form asks.
  6. Describe the problem under Subject and Message, add files with Add attachment if they help, enter the CAPTCHA text and click Submit.

The support overview of the Text Control website links to the support center as well, where you open your cases and, after you sign in to the support center, follow them. The page states a guaranteed response time of 24 hours on business days and lists the telephone number of the support team, +49 421 42706710.

Describe the Request

Name in the case what the service received and what it returned. Collect the Evidence First lists where to find it:

  • The request. The endpoint, the query parameters (such as templateName and returnFormat) and the JSON body, shortened to the part that shows the problem.
  • The response. The status code and the body, as curl -i prints them, or the message of the exception your SDK throws.
  • The time. When the request was sent, with the time zone. The Transaction Monitor in the portal lists each transaction of the current month.
  • The template. Its name in the template storage, or the template file as an attachment.

Don't send your password or an API key. The services agreement makes you responsible for keeping your sign-in information confidential, and anybody who has a key can create documents on your quota. If a key has been shared, delete it under Manage Account and create a new one, as API Keys describes.

Ask the Community on Slack

The ReportingCloud Community is a Slack workspace with the channels general and random and one channel for each SDK: sdk-csharp, sdk-java, sdk-php and sdk-ruby.

Slack sidebar of the ReportingCloud workspace with the channels general, random, sdk-csharp, sdk-java, sdk-php and sdk-ruby

  1. Open the invitation to the ReportingCloud Community and sign up with your email address.
  2. Once you are a member, sign in at reportingcloud.slack.com.

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