> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ratiofx.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Get help with your Ratio integration

## Contact options

<CardGroup cols={2}>
  <Card title="Partnership inquiries" icon="handshake">
    Contact [partnerships@ratiofx.com](mailto:partnerships@ratiofx.com) for commercial questions, corridor access requests, LP onboarding, and general partnership matters.
  </Card>

  <Card title="Technical support" icon="wrench">
    Contact [support@ratiofx.com](mailto:support@ratiofx.com) for API integration issues, sandbox problems, and production incidents.
  </Card>

  <Card title="Account manager" icon="user">
    Every onboarded partner has a dedicated account manager as their primary point of contact. Reach them directly for configuration changes and day-to-day queries.
  </Card>

  <Card title="Website" icon="globe">
    Visit [ratiofx.com](https://ratiofx.com) for general information about the Ratio platform.
  </Card>
</CardGroup>

## Reporting an issue

When you report a technical issue, include the following details so the team can investigate quickly:

| Field                  | What to provide                                        |
| ---------------------- | ------------------------------------------------------ |
| **Request ID**         | The `request_id` value from the error response body    |
| **Partner ID**         | Your `X-Partner-ID` header value                       |
| **Timestamp**          | When the issue occurred (ISO 8601 format)              |
| **Endpoint**           | Which API endpoint was called (e.g., `POST /v1/swaps`) |
| **Corridor**           | The source and destination currency pair               |
| **Environment**        | Sandbox or production                                  |
| **Request body**       | The full request payload (redact any sensitive data)   |
| **Response**           | The full error response received                       |
| **Steps to reproduce** | What you did before the error appeared                 |

<Note>
  The `request_id` in every error response is the most important field for support escalation. It allows the Ratio team to trace the full request lifecycle on the backend. Always include it.
</Note>

## Production incidents

During the hypercare period (first 30 days after going live), escalation contacts are exchanged for incident response. For production outages or settlement failures:

1. Use the escalation path provided during your onboarding.
2. Include your `request_id`, corridor, and a description of the impact.
3. For critical settlement issues, escalate directly to your account manager.

<Warning>
  Do not use the general support email for production outages. Use the escalation contacts provided during onboarding to ensure a faster response.
</Warning>

## Checking system status

Before raising a support request, check whether the issue is a known platform event. Query the system state endpoint to see the current operating status per corridor, including oracle health and available trade directions:

```bash theme={null}
GET /v1/system/state
```

A corridor in `HALT` or degraded state may explain unexpected quote failures or restricted trade directions. See [Risk Management](/features/risk-management) for how circuit breakers work.

## Documentation feedback

If you find an error in the documentation, want to suggest an improvement, or need coverage of a new topic, contact [support@ratiofx.com](mailto:support@ratiofx.com).