Getting Support

Overview

This document explains the procedures for getting technical support for the SOAP-2-REST platform. It covers the available self-service diagnostic tools, the process for opening a support request, and the information required to expedite troubleshooting.

The support model is designed to align with your adoption of the product, offering light-touch assistance during evaluation and formalized support tiers for production environments. The primary philosophy is to empower operators to diagnose and resolve most issues using in-product tools before needing to contact support.

Support tiers and formal processes have been available since product version v1.0.

Before You Open a Ticket: Self-Service Diagnostics

Most operational issues can be diagnosed and resolved without vendor intervention by using the platform's built-in observability and reference tools. Before opening a support ticket, follow these diagnostic steps in order:

1. Look up the error code. Every error generated by the platform includes a stable, documented error code (e.g., S2R-RUN-0413). The error codes reference provides the meaning and resolution steps for each code. This should always be your first step.

2. Trace the call by correlation ID. Each request is assigned a correlation ID that is propagated through the entire request lifecycle, including runtime conversion, the backend call, logs, and audit trails. Use the Observability → Logs & tracing view to find the specific call and trace its execution path. See Logs & Tracing for more details.

3. Inspect live traffic. For issues related to request or response payloads, the live traffic log provides a full, real-time view of headers and bodies for all traffic. This is useful for answering "what actually went over the wire?" questions. See the Observability documentation for guidance on using this feature.

4. Check for contract drift. If the converted REST output appears incorrect or malformed, the backend SOAP service's contract (WSDL) may have changed. The platform's contract-drift detection feature flags these discrepancies. Refer to Conversion Validation Modes to learn how to check for drift.

5. Search the knowledge base. This knowledge base provides comprehensive documentation on installation, onboarding, conversion, API reference, observability, security, licensing, and operations. Also consult the release notes and the upgrade guide for version-specific information.

How to Open a Support Request

If self-service diagnostics do not resolve the issue, you can open a support request through the following channels.

Support Channels

• In-Product Support Portal: The primary method for submitting support requests is through the Specaria portal at portal.specaria.io. The product UI includes an embedded support experience, allowing operators to request help directly from their working environment.
• Email: For customers on paid support tiers, email support is available. First-response time targets depend on your specific support tier. For questions about sales and support terms, contact sales@specaria.io.

What to Include in a Support Request

To ensure a timely and accurate diagnosis, include the following information in your support request:

• The full error code and exact error message text (e.g., S2R-RUN-0413).
• The correlation ID of the affected request, which can be found in the runtime or live traffic logs.
• The service key, operation, and environment where the issue occurred.
• The request direction (Publish or Consume).
• The deployment target (e.g., GCP, Kubernetes, Docker Compose).
• The product release version. Operators can find the running version from the deployment provenance logged at application startup.
• A description of the expected behavior versus the actual behavior, and whether the issue is reproducible.

Onboarding and Professional Services

The platform is designed to be operated by a small team, with a no-code onboarding wizard and automated "autopilot" features that allow most services to be onboarded without a professional services engagement.

For more complex scenarios, targeted professional services are available. These are intended for:

• Large-scale service estates.
• Bespoke gateway integrations.
• Edge cases outside the standard v1.0 product scope, such as:
  • Integrations with very old appliance firmware.
  • Non-HTTP transports.
  • Custom authentication flows.
  • Fully air-gapped deployments.

To inquire about professional services, contact sales@specaria.io.

Product Lifecycle and Updates

• Versioned Releases: The product is delivered through versioned releases, each with documented release notes and a corresponding upgrade guide.
• Update Notifications: Update notifications are delivered via the Specaria update channel. The product will never automatically download or install an update. You control when to upgrade.
• Deprecation Policy: For information on how features and deployment targets evolve over time, see the support lifecycle and deprecation policy.

See Also

• Support Tiers
• Frequently Asked Questions (FAQ)
• Error Codes Reference
• Release Notes
• Upgrade Guide

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