Support and Service Level

Q: What support options are available for MailChannels Email API users?
A: MailChannels offers multiple support channels:

• Knowledge Base & Documentation: First, we have comprehensive documentation (API docs) and a Help Center with guides and FAQs (like this one). Many common questions are addressed there.

• Community Forum: We provide a community support forum where you can ask questions and get help from other developers and MailChannels staff (Email API Community). This is especially useful on the free plan or for general how-to discussions.

• Direct Support Tickets: You can always submit a ticket to MailChannels Support for one-on-one help. Paid plans include direct email support – in fact, MailChannels has 24×7 email support with a very fast response time (around 20 minutes on average). Free plan users can also reach out to support (MailChannels won’t leave you stranded if you encounter an issue), though priority is given to paid customers.

• Premium Support: For customers with large volumes or mission-critical usage (typically enterprise clients), MailChannels can provide premium support arrangements. This may include a dedicated account manager, prioritized issue resolution, and custom Service Level Agreements (SLAs) on uptime or response times. You’d discuss this with our sales team if needed.

Q: Is there any uptime guarantee or SLA for the Email API service?
A: MailChannels operates a highly redundant infrastructure across multiple data centers, with load balancing and failovers to ensure high availability. We also maintain a public status page (status.mailchannels.net) for transparency on system status (https://status.mailchannels.net/). While standard plans might not come with a formally stated “five nines” SLA in writing, MailChannels’ track record is strong and we strive for enterprise-grade reliability. If an official SLA is important for your business, MailChannels does offer enhanced guarantees through premium support contracts. In practice, outages are rare, and any incidents are communicated on the status page. For most users, the combination of resilient design and responsive support provides confidence that the service will be reliably up and running.

Q: Where can I find more information or get help if I have other questions?
A: For more details, you should explore the official MailChannels API Documentation which covers all endpoints and advanced topics. The MailChannels Help Center is also a great resource for configuration guides and troubleshooting tips. If you run into something not answered in docs or this FAQ, don’t hesitate to reach out on the community forum or by opening a support ticket – the MailChannels team is quite responsive. And of course, the MailChannels status page is available to check system health if you suspect any platform issues. MailChannels is committed to helping developers and ensuring your emails get delivered, so plenty of support is available when you need it.

Q: (Bonus) Quick Reference: What are some common API error codes I might see?
A: Here’s a quick rundown of typical HTTP response codes from the MailChannels API and what we indicate:

• 202 Accepted: The email request was accepted for delivery. (You’ll generally get 202 for a successful /send call. A 200 OK may be returned in some cases like a dry-run mode or certain retrieval calls.)

• 400 Bad Request: There was something wrong with your request format. This could mean your JSON is malformed, missing a required field, or an email address is invalid. Double-check the request body against the API spec if you see a 400.

• 403 Forbidden: Authentication succeeded but you are not allowed to perform that operation. This can happen if your API key doesn’t have the right scope or if you’re using a feature not enabled on your plan. For example, a 403 might occur if Domain Lockdown is not configured for the sender domain (hence you’re not authorized to send from that domain), or if a free-tier account tries to use a premium feature. It can also simply mean the X-Api-Key was missing or incorrect (in that case it’s essentially an auth failure).

• 413 Payload Too Large: The request payload (email size) is too big. MailChannels limits the total message size (content + attachments), so this error means you exceeded that (reduce attachments or size). Currently the limit is about 30MB of encoded data.

• 500 Internal Server Error: Something went wrong on MailChannels’ side. This is uncommon; it could be a transient issue. If it persists, check the status page or contact support.

• 502 Bad Gateway: This could indicate a lower-level network or server issue on MailChannels’ end. Again, rare – but if encountered, it’s usually temporary.

In general, any error response will include a short message in the body explaining the reason. The MailChannels documentation lists all response codes for each endpoint. If you get an error, use the message and code to guide your troubleshooting (and you can consult the Help Center or support if unsure).