Request support

How to raise requests with the Customer Services team.

Requests for support should be raised as tickets with our Customer Services team via https://servicedesk.paxport.com.

The relevant ticket category is “PaxFaB”.

Standard support hours are 08:00-17:30 UK local time.

To request access to the service desk or to enquire about out of hours support please contact your Paxport Account Manager.

Raising a ticket

If you are raising a ticket in relation to a specific API response event, you must include the PaxFaB Servicing audit ID

This will allow our Customer Services team to investigate the event.

This ID is found in the PaxFaB Servicing API response header paxfab-servicing-audit-id.

An example of the paxfab-servicing-audit-id response header:

paxfab-servicing-audit-id: c2663a7f8c6d4b778adf369573582007

Note

Integrators of the PaxFaB Servicing API are advised to ensure that their operators can easily access the PaxFaB Servicing audit ID.

Please raise any issue as soon as possible after it occurs as audit logs are only stored for a limited time.

In the unlikely event that PaxFaB Servicing failed to provide a paxfab-servicing-audit-id, please provide as much supplementary information as possible. E.g timestamp, request message, response message.