What to watch in production, how to correlate failures, how to escalate, and what Avrix will (and will not) promise in public docs.
Support#
| Channel | Use |
|---|---|
| support@avrix.io | Production incidents, integration blockers, certification evidence hand-off |
| Your Avrix partner / pilot contact | Pilots and commercial onboarding — prefer this when you have a named contact |
Never paste API key secrets, webhook signing secrets, or game-key plaintext into tickets. Include
requestId (see below).
Status and incidents#
There is no single public status URL documented for Seller API partners. Ask your Avrix contact for the current status channel used for your program (email list, Slack, or similar).
For an active incident, open support with the correlation fields below. Response expectations and any contractual SLA are defined in your commercial agreement — this guide does not invent uptime or response-time SLAs.
Planned maintenance#
Planned maintenance is communicated via your partner contact and/or email when scheduled.
Design clients for transient 5xx with exponential backoff and the same Idempotency-Key on
retries. See Idempotency and Error playbook.
What to watch#
| Signal | Why |
|---|---|
| POST /orders success rate | Buyer-facing fulfilment health |
409 NO_AVAILABLE_KEYS after charge | Preview / hold / stock race — refund path must work |
402 / payment-related denials (if applicable to your flow) | Commercial or entitlement gate spike |
422 spikes (CATALOG_PRICE_MISMATCH, territory, evidence) | Catalog drift or missing production IOC fields |
429 rate | Sync too aggressive or tier too low |
| Idempotency mismatches / in-flight | Client retry bugs |
| Webhook delivery failure rate | Endpoint down, signature bugs, slow handlers |
| Pull velocity anomalies | Compromised key or runaway job |
| Reconciliation drift (GET /orders vs local OMS) | Missed webhooks or unknown-outcome gaps |
| Orphan PSP captures (no Avrix aggregate) | Unknown-outcome gap in checkout |
Alert on sustained error budgets, not single sandbox noise.
Recommended partner alerts#
Prioritise these in production:
- Webhook delivery failures — sustained non-2xx or auto-disable on your endpoint
402/409rate — especially NO_AVAILABLE_KEYS after a successful PSP charge- Reconciliation drift — local paid orders missing from GET /orders (or the reverse)
429spikes — rate-limit bursts that indicate a runaway sync or missing ETag / backoff
Request correlation#
Every error response includes a requestId. Responses may also echo X-Request-Id when you sent one.
When opening a ticket, include:
| Field | Example |
|---|---|
requestId / X-Request-Id | req_01J8XYZ... |
orderReference | store-order-10432 |
| Approximate UTC timestamp | 2026-08-05T09:14:22Z |
| Environment | sandbox / production |
| API key id (not the secret) | From Console → Settings → Integrations → API Keys |
Route + HTTP status + error code | POST /orders → 409 NO_AVAILABLE_KEYS |
Optional: GET /api/seller/v1/requests/{requestId} for a redacted trace (no plaintext keys).
Keep requestId in your structured logs for every Seller API call and every webhook handler
invocation you correlate to an Avrix delivery. Retention of those log lines is your policy; Avrix
keeps commercial evidence and delivery history under the schedules in
Data handling and your DPA — not as a substitute for your own logs.
Escalation path#
- Self-serve — check GET /whoami, deliveries list,
GET /orders?orderReference=, catalog changes. - Replay — webhook delivery replay for missed push events (metadata only).
- Support — email support@avrix.io (or your partner contact) with the correlation table above.
- Security incident — revoke keys first (Security / Authentication), then escalate.
Compliance and transport#
- TLS: Seller API traffic is HTTPS only. Do not send credentials over cleartext.
- Data roles and retention: Data handling.
- Compliance package (SOC reports, questionnaires, etc.): ask Avrix for the current package under your commercial / DPA process — do not assume a specific certification from public docs alone.
Health and introspection endpoints#
| Check | Route |
|---|---|
| Platform up | GET /api/seller/v1/health (no auth) |
| Key / company / capabilities | GET /api/seller/v1/whoami |
| Integration readiness | whoami.integrationReadiness |
| Egress IP discovery | GET /api/seller/v1/whoami-ip |
| Usage summary | GET /api/seller/v1/usage |
| Activity feed | GET /api/seller/v1/activity |
| Redacted request trace | GET /api/seller/v1/requests/{requestId} |
Use usage and activity for capacity and ops dashboards. Use requests/{requestId} when
correlating a support ticket — traces are redacted and never include plaintext keys.