Support, status, and SLAs
Support is by plan: docs and community on Free, email with next-business-day response on Self-serve, and a named CSM with an SLA on Enterprise; the status page covers the SDK, API, player delivery, and ad serving. Reading time about 2 minutes.
| Plan | Channel | Response |
|---|---|---|
| Free | Docs, community forum, and Octo, Genuin's Supervised Intelligence interface in your Business Account | Best effort |
| Self-serve | Email from Business Account → Help | Next business day |
| Enterprise | Named CSM, shared channel, phone for incidents | Per SLA; incidents within one hour |
Subscribe to the status page at launch (see Launch your first community: your owned-and-operated space). Incident post-mortems are published for Enterprise customers. Changelog subscriptions are under Settings → Developers (see Changelog and versioning).
How it runs
The policies here are applied to every proposal made on your account and the records are kept; questions about them are answered in your Business Account first and by the Trust team when needed.
Support. Help is available 24/7 from your Business Account and from every page of these docs. Ask in plain language; when a person is needed, an account manager, developer, or Ops engineer joins the same thread and stays on it until it is resolved. Every Business Account owner has this on every plan (see 24/7 Octo support: how Octo brings in account managers, developers, and Ops).
API & SDK
Access: the calls in the table are the proposed Business Account API (see Business Account API: provisioning, OAuth, and the resource map), authenticated with a key scoped to the account and a role or an OAuth client acting for it; every confirmation in this article becomes a proposal you can approve by API (POST /proposals/{proposalId}:approve). Live today, the server API under /api/thirdparty authenticates with a gn-access-token (see Generate an access token), and Live API today and the Business Account API roadmap maps what is live to what is proposed.
| Call | Purpose |
|---|---|
| GET /status | Platform status and incident feed |
| POST /support/threads | Open a support thread; Octo answers first and brings in a person when needed |
| GET /events | Event catalog and delivery log with retries |
// proposed server SDK (Business Account API)
import { Genuin } from '@genuin/sdk';
const genuin = new Genuin({ apiKey: process.env.GENUIN_KEY });
await genuin.status();
await genuin.support.create({ severity, message });
await genuin.events.list({ since });Live today: Embed the Genuin Web SDK on your website · Integrate the Genuin iOS SDK · Receive engagement events in your own analytics.
SDKs: Web SDK (see Embed the Genuin Web SDK on your website), iOS SDK (see Integrate the Genuin iOS SDK), Android SDK (see Integrate the Genuin Android SDK), React Native (see Integrate the Genuin SDK with React Native apps), and Flutter (see Integrate the Genuin SDK with Flutter apps) render Genuin and sign members in; the Node (@genuin/sdk) and Python (genuin) server SDKs are proposed with Business Account API: provisioning, OAuth, and the resource map.
