Support
Who to ask, and how fast we answer.
By email, 9am–5pm Sydney time on business days. An outage is worked on as soon as we know, in or out of hours.
Who to write to
| Something is down or wrong | support@creditcresttechnologies.com.au. First check the status page |
|---|---|
| A security issue | security@creditcresttechnologies.com.au, as our disclosure policy says |
| Privacy | privacy@creditcresttechnologies.com.au, about our own handling of personal information. A borrower asks their lender |
| The agreement and notices | legal@creditcresttechnologies.com.au |
| Anything else | hello@creditcresttechnologies.com.au: a quote, a trial, a question |
There is no phone line and no account manager. Every message is acknowledged within one business day.
How fast, by severity
| Severity | What it means | What we do |
|---|---|---|
| 1. Unavailable | A product returns errors, or does not answer within 30 seconds, for more than five minutes | Worked on as soon as we know, in or out of hours. Each affected lender is emailed once it is confirmed |
| 2. A wrong figure | A product returns a figure you believe is wrong | Worked on until resolved, from the next business day. We tell you what we found, even when the software was right. If it affected decisions already made, we find which ones, at our cost |
| 3. Everything else | A question, a how-to, a request | Answered in business hours |
Nobody is rostered overnight: the software checks itself every ten minutes and emails us when something fails.
What to send
- When it happened, in Sydney time, and the address you called.
- The status code and the
errorin the answer, or a screenshot. - For a wrong figure, the transaction lines it read, with names and account numbers taken out.
Never email a borrower’s statement, an ID document, a password or an API key. We do not need them, and email is not where they belong.
Common questions
How do we try it?
Open the software: the sandbox uses invented data. A sandbox API key comes from POST /v1/keys/sandbox, lasts 30 days and allows 60 calls a minute. The quickstart has the first call.
How do we get a live key?
With a signed order form. Each key is for one lender, live or test, expires, and can be revoked. We give it to you once and keep no copy.
A key stopped working.
Keys expire, and a revoked key stops at once; the refusal names the key’s id. Write to support@ with that id, never the key, and we issue another.
What are the rate limits?
60 calls a minute on a test key, 600 on a live one. Past that, wait a minute.
Is something down?
The status page is checked every ten minutes and keeps 90 days. Follow it in a feed reader with its Atom feed.
How are changes announced?
A change that moves a figure is announced before it takes effect, with what moved and why. API changes are in the changelog. Planned maintenance is on the status page at least 48 hours ahead.
Where is the API documented?
In the developer documentation, every endpoint, with a sandbox to try it in.
Where does our data go?
See Data and Sub-processors. Borrowers’ records stay in your own database.
Who do borrowers contact?
Their lender. The software works under the lender’s name, and complaints go to the lender’s own process.
Do you offer phone support?
No. Support is by email, so every answer is written down.