# Get support

## Before you write in

These four things resolve most tickets on the first reply:

1. The `X-Request-Id` from the failing response
2. The resource ID (`srch_…`, `doc_…`, `extr_…`)
3. The full error body, verbatim
4. Timestamp with timezone, and whether it reproduces

Do not send your API key. We never need it, and sharing it means you have to rotate it.

## Channels

| Need | Channel | First response |
|---|---|---|
| API bug or unexpected error | `api-support@scispace.com` | Developer 2 business days · Scale 1 business day · Enterprise 4 hours |
| Billing, credits, top-ups | `billing@scispace.com` | 1 business day |
| Rate limit or quota increase | `api-support@scispace.com` | 2 business days |
| Security disclosure | `security@scispace.com` | 24 hours |
| Enterprise, DPA, EU residency, licensing | `sales@scispace.com` | 1 business day |
| Docs error or gap | `api-feedback@scispace.com` | best effort |

## Check these first

- troubleshooting — symptom-to-fix table for every common failure
- reliability — `status.scispace.com` for a live incident
- errors-and-retries — what each status code means and whether to retry

## Related

troubleshooting · faq · reliability · beta-program