If you’re looking to get started with our API (great choice!), please contact our Partnerships team, otherwise for existing partners:

General Support

The default support channel for API Partners is the routed email alias: api-support@privacybee.com. Please only write in from your work email, as our support system will automatically detect your business, partner type, and SLA details, then route your request to the correct person or team. And of course you’re always welcome to contact anyone of from your accounts team and we’ll either help you directly or connect you with the proper people. We are obsessed with your success, so please don’t be shy!

Common General Support requests include endpoint clarification, training requests, best practices, roadmap questions, and more.

Partner Sales Support

Your Partner Account Executive handles all matters of license procurement, accounting, and contracting, however in the event they’re unavailable, you’re always welcome to reach out to our Business Sales team.

Support Prioritization

In the event a ticket needs to be raised around a specific technical issue or service interruption, please document as much as possible and send it to api-support@privacybee.com with the subject line prefixed with [P#].

For example, a subject line might be: [P3] West coast scanning outage on Site 831. This will help our support system expedite your request in accordance with any applicable SLA.

Any email omitting the priority prefix will default to [P5] (general questions). It’s also a good idea to CC your Key Account Manager, and even call our Atlanta Office afterwards in the event of a time-sensitive matter: (931) PRIVACY, asking to speak with someone from the API team.

P1: Critical Outage

Priority 1 [P1] support requests are for time-critical interruptions of production systems, causing major business impact across a large number of employees or customers.

P2: Degraded Service

Priority 2 [P2] support requests are when an auxiliary service or subsystem is down, and production systems are only operating at a partial/degraded capacity, with partial business impact.

P3: Limited Scope

Priority 3 [P3] support requests are related to issues that affect a limited subset of employees: not a system-wide issue. This generally does not impact customers or employees.

P4: Alternative Functionality

Priority 4 [P4] support requests are for non-critical issues that have a workaround so production isn’t degraded, however it needs to be investigated and handled to bring primary systems back online again.

P5: General (Default)

Priority 5 [P5] support requests are for everything else, when the production environment is not being impacted, and is for general questions related to Privacy Bee’s API and/or services.