Getting support

This section explains how to get help with SOAP-2-REST by Specaria, what each support tier covers, and the answers to the questions operators ask most often.

Since v1.0 support is structured to match how you adopt the product: light-touch while you evaluate, formalized once you're in production. See Support tiers for the breakdown.

In this section

Support tiers — Trial, Community, Paid Basic, and Paid Advanced, and what each includes.
FAQ — operator-oriented answers (deployment, conversion, licensing, data residency, troubleshooting).

Before you open a ticket — self-service first

Most issues are diagnosable from inside the product without involving the vendor. Try these in order:

Look up the error code. Every error carries a stable, documented code like S2R-RUN-0413. The error-codes reference tells you what it means and how to resolve it, so the first diagnostic step is a lookup, not a ticket.
Trace the call by correlation ID. Every request carries a correlation ID through runtime conversion, the backend call, logs, and audit. Use Observability → Logs & tracing to find the exact call. See Observability → Logs & tracing.
Inspect live traffic. The live traffic log shows full request/response payloads and headers for drill-down — useful for "what actually went over the wire?" questions. See Observability.
Check for contract drift. If converted output looks wrong, the backend may have changed shape. Contract-drift detection flags this explicitly. See Conversion → Validation modes.
Search this knowledge base. Installation, onboarding, conversion reference, API reference, observability, security, licensing, and operations are all documented here, with release notes and an upgrade guide.

How to reach support

In-product support routing. Support requests route through the Specaria portal (portal.specaria.io), including an embedded support experience in the product UI — so the path to help stays inside the tool your operators already work in.
Email. For paid tiers, email support is available; the target first-response time depends on your tier (see Support tiers). Sales and support terms: sales@specaria.io.

Specific SLA targets and terms are confirmed in your order. Contact sales@specaria.io for current support terms.

What to include in a support request

To speed up diagnosis, include:

The error code (e.g. S2R-RUN-0413) and the exact message text.
The correlation ID of the affected call (from the runtime log or live traffic log).
The service key, operation, environment, and direction (Publish / Consume).
The deployment target (GCP / Kubernetes / Docker Compose) and product release version — operators can confirm the running version from the deploy provenance recorded at startup.
What you expected vs. what happened, and whether it is reproducible.

Do not include backend credentials, license JWTs, or raw production payloads containing sensitive data in a support request. The platform never logs these, and you shouldn't paste them either — reference the correlation ID instead.

Onboarding & professional services

The product is designed to be operable by a small team: the no-code onboarding wizard and zero-touch autopilot mean most services onboard without a services engagement. For larger estates, bespoke gateway integrations, or the edge cases intentionally outside the standard v1.0 product (very old appliance firmware, non-HTTP transports, custom auth flows, fully air-gapped operation), targeted professional-services engagements are available. Contact sales@specaria.io.

Lifecycle & updates

Versioned releases with documented release notes and an upgrade guide.
Update notifications are delivered through the Specaria update channel — the product never auto-pulls or auto-installs; you choose when to upgrade.
See the support lifecycle & deprecation policy for how features and deployment targets evolve.

Next reads

All Specaria SOAP to REST docs

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