Ollacore
Reference

Support

One address for everything: questions, bugs, data requests and security reports. Write to [email protected].

What to include #

We can find your request in our logs quickly if you send:

  • The request id. Every API response carries an X-Request-Id header, and every log line we keep for that request is tagged with it. Send your own X-Request-Id on a request and we use yours.
  • When, in UTC, and which call: method, path and the status you got.
  • The error body — its code and message (Errors & rate limits).
  • Your tenant id and whether it was a test or live key.
Never send a secret. No API key, session token, password, webhook secret or SMS-provider credential — not in full, not partly. We will never ask for one. If one has been exposed, rotate it first (Authentication planes), then tell us.

Reporting a security issue #

Write to [email protected] with Security at the start of the subject. Tell us what you found and how to reproduce it; please keep it out of public issue trackers and forums until we have fixed it. Test only against your own tenant and your own data.

If your data is affected #

If we find that your tenant's data or a credential may have been exposed, we write to your account's email address within 72 hours of becoming aware — with what we know then, and updates after. You decide what your users and regulators are told; we give you what you need to do that.

Data requests #

Erasure is self-serve: delete a room, erase a principal across your tenant, or ask us to remove the whole tenant (Operations & limits). If you need help with a request from one of your users, write to us. We act on data requests only from your account's email address.

What to expect #

  • We answer by email. There is no SLA and no out-of-hours cover yet — see Availability.
  • There is no public status page yet. GET https://api.ollacore.com/health/ready answers 200 when the API and everything it depends on are up.
  • Changes that can affect your client are listed in the changelog.