You support your own customers; Fleetalyse supports you, your integration and the services we provide.
| Channel | Use it for |
|---|---|
| Partner portal → Support | Cases with severity, affected devices/operations and attachments. Hours: Mon–Fri 08:30–17:30 UK time, excluding bank holidays. |
| Service notices | Incidents and planned maintenance affecting your account — in the portal, and from GET /notices so your own staff tools can show them. |
| Operation and event history | Self-service answers: every operation shows its steps' outcome and every webhook its delivery log. |
What to include
- The
request_id(X-Request-Idheader) of the failing call — never your API key or signing secret. - Operation ids (
op_…), device, service or vehicle ids, and the time (UTC). - What you expected and what happened; test or live mode.
Severity
| Severity | Meaning |
|---|---|
| Sev 1 | Widespread outage of Fleetalyse services. |
| Sev 2 | Provisioning or payments failing for several customers. |
| Sev 3 | A single device, service or integration fault. |
| Sev 4 | Questions and change requests. |
Security
If you suspect an API key has leaked, act straight away and open a Sev 2 case. Revoke it (this also revokes every key it created and disables the webhook endpoints they registered), or, to get a replacement at once, rotate it with "Revoke them now" (created_resources: "revoke" in the API), which stops the old secret now and revokes everything it created. A routine rotation with an overlap moves the keys and endpoints the old key created to the new key, so it is not enough on its own after a leak. If a webhook signing secret has leaked, rotate it with no overlap. Both stay available while your account is restricted or closing. Fleetalyse can revoke every key and disable every endpoint of your account as an emergency measure; your devices and services keep running.