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Customer Support (SDK)

Entrupy provides tiered support. Our primary support relationship is with you, the platform integrator. End-user support for authentication-specific queries is facilitated through the SDK, while broader platform and integration issues are handled directly with your team.

SDK-Driven Support for Authentication Queries​

The Entrupy SDK is the primary channel for end-users to interact with Entrupy's authentication team for queries directly related to an ongoing authentication. If Entrupy requires more information (e.g., a clearer image) or clarification while an item is being authenticated, the SDK will present the end-user with specific questions. The end-user can select from predefined answers or provide necessary details through the SDK interface.

This mechanism allows for efficient, in-context support for authentication-specific issues. For example:

  • Retake Request: If an image is unclear, Entrupy might request, "Please retake the hardware logo region." The user can respond with options like "Could not find" or "Cannot get a better angle."
  • Clarification Needed: The support team might ask, "Is the date code inside a pocket?" The user can reply with "Yes, but hard to photograph" or "No date code present."

These structured interactions ensure a consistent dialogue for authentication assistance.

Platform & Integration Support (Partner Support)​

Entrupy provides support directly to you, our partner, for platform-level issues, integration questions, API assistance, and escalations that are beyond the scope of the SDK-driven authentication queries. If your team identifies an issue requiring Entrupy's attention or has questions about integrating Entrupy services, you can contact Entrupy via your designated account manager or specified support channels.

To expedite resolution, please provide relevant identifiers such as the entrupy_id and customer_item_id when reporting issues.

Your platform is responsible for general customer support for your end-users related to your application, policies, and services. Entrupy does not directly support your end-users for such general inquiries.

Support Hours​

Entrupy's support for partners is available during US business hours: 10:00 AM to 7:00 PM Eastern Time (ET), Monday through Friday.

Partners should design their integration workflows to accommodate these support hours. For instance, if an authentication is submitted outside of these hours, the response may be supplied during the next available support window. Automated status updates via webhooks can help manage user expectations regarding result timelines.

Flagging Items​

The SDK allows for items to be flagged for review under certain configurable conditions. Additionally, an API is available for flagging items programmatically. This is useful for scenarios where your system detects a potential issue or if a manual review is required based on your business rules.

API Endpoint for Flagging: POST /v2/authentications/{entrupy_id}/flag

For details on the flagging API, including request body and response structures, please refer to the OpenAPI Specification for /v2/authentications/{entrupy_id}/flag.

Note: The SDK also provides programmatic access to customer support messages. See the REST API customer support guide and iOS SDK customer support guide for more details on integrating these on-device, though these specific guides may require updates based on the current product state.

This approach ensures that platforms can build robust support workflows while Entrupy provides the specialized authentication-related assistance.

For technical details on how the SDK and API facilitate these support interactions, refer to the Customer Support (SDK) section in the REST API documentation.