Developer support routing
Support starts when the first message already has evidence.
Route runtime incidents, billing drift, onboarding blockers, and disclosure-grade security issues into the right lane on the first pass. The goal is faster diagnosis, not a softer inbox.
First message template
Include the fields that shorten the investigation.
Project and environment
Route or endpoint affected
Time window and request IDs
Expected result versus actual result
Customer or business impact
Live support workspace
Draft the case inside the product, then route it with evidence.
This form creates a structured case draft, keeps the metadata in the developer workspace, and hands the actual message off to the right email lane. Auth, notifications, billing, and runtime incidents stop sharing the same generic inbox.
01
Platform support
Runtime failures, SDK issues, dashboard access, broken auth flows, and production blocking defects.
support@cosantoir.comUse this lane when the problem is technical and time-sensitive.
02
Billing and metering
Invoice questions, usage reconciliation, wallet funding concerns, delinquency recovery, and contract billing follow-up.
billing@cosantoir.comUse this when request counts and charges no longer line up.
03
Security reporting
Vulnerabilities, account compromise, active abuse, and disclosure-grade security incidents.
security-reports@cosantoir.comDo not bury security incidents inside a general support thread.
Message quality
Include the details that compress the back-and-forth.
Attach the route and environment
Include project, route, environment, timestamp, and any request or trace IDs that cut the search space immediately.
Show expected versus actual
State what the runtime should have done, what it actually returned, and whether the problem is isolated or systemic.
State the business impact
Say whether this is blocking production traffic, affecting billing, or delaying rollout so severity lands correctly.
Link the docs you checked
Point to the quickstart, API reference, or troubleshooting page you already used so the thread starts ahead of zero.
Self-serve first
Check the shortest route before you escalate.
Quickstart
Use this when the integration path is still being assembled.
open routeAPI overview
Check the canonical request and response contract before raising a payload issue.
open routeTroubleshooting
Read this first for setup, auth, or runtime debugging questions.
open routeSystem status
Confirm platform health before escalating a suspected outage.
open route