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Developer and Partner Support

Use this page when you need help with Developer & Partner Resources, Partner Console access, Partner API behaviour, production launch readiness, or general Performance Hub support routes.

This support page is specific to the Developer & Partner Resources area. The main Performance Hub documentation support page remains available for general product documentation and non-partner workflows.

Before contacting support

For faster triage on partner or API issues, collect:

  • Partner name.
  • Environment: staging, dryrun, or production.
  • Endpoint and HTTP method.
  • Timestamp and timezone.
  • Facility identifier used.
  • Source record ID from your system.
  • HTTP status code and response body.
  • Partner key ID if available. Do not send the secret key.
  • event_id or command_id for access-control requests.

For general product or platform questions, include:

  • Organisation or facility name.
  • The page, feature, or workflow you are using.
  • Screenshots or screen recordings where helpful.
  • Browser and device details if the issue is UI-related.
  • Any error message shown in Performance Hub.

Support channels

Partner enquiries

Prospective partners should use the Become a Partner form. This routes your enquiry to the Performance Hub partner team.

Existing Performance Hub customers

Performance Hub customers can submit support tickets from inside the main Performance Hub software.

Use this path for general product questions, facility configuration, device issues, account access, and operational support.

Developer and API support

Performance Hub partners can submit escalated support tickets through the Partner Portal.

Use the Partner Portal for Partner API, Partner Console, OpenAPI specifications, sample projects, integration issues, production launch readiness, and customer-impacting partner incidents.

Include the partner/API triage details listed above.

For production incidents, include the details above and the business impact, such as affected facilities, blocked workflows, or failed access events.

Platform status

Check the Performance Hub status page for active incidents and uptime information:

View platform status

Escalation guidance

Escalate immediately when:

  • A production access-control flow is unavailable.
  • Multiple facilities cannot sync member, plan, check-in, or report data.
  • A production facility cannot use a configured partner integration.
  • A Performance Hub customer cannot access a core operational workflow.
  • A secret key is suspected to be exposed.
  • Customers are blocked from enabling or using your integration.

For lower-priority issues, include reproduction steps and whether the issue occurs in staging, dryrun, or production.

Change windows

If your integration will run a large migration, backfill, or production launch, coordinate timing with the Performance Hub team. Share:

  • Planned start and end time.
  • Facilities affected.
  • Expected request volume.
  • Rollback plan.
  • Technical contact during the change window.