# Support & Contact

Need help integrating, have a question, or something not working as expected? We're here to help.

## How to reach us

| Channel | Details |
|  --- | --- |
| Email | [support@jonda.health](mailto:support@jonda.health) |
| Client Portal | [https://app.jondax.eu](https://app.jondax.eu) |
| Sales & partnerships | [hello@jonda.health](mailto:hello@jonda.health) |


## Response times

| Priority | Example | Typical response |
|  --- | --- | --- |
| Critical | Processing completely down, no results delivered | Within 4 hours |
| High | Incorrect or missing data in results | Within 1 business day |
| Normal | Integration questions, configuration help | Within 2 business days |
| Low | Feature requests, general feedback | Within 5 business days |


Business hours: Monday–Friday, 9:00–18:00 SGT (UTC+8). Critical issues are monitored outside business hours.

## What to include in a support request

To help us resolve your issue quickly, include the following where applicable:

| Information | Why we need it |
|  --- | --- |
| **uploadId** | Lets us trace exactly what happened with your file |
| **Timestamp** | When the issue occurred (with timezone) |
| **Error message** | The full error response or status code you received |
| **Module** | Pathology or Medical Device |
| **What you expected** | What should have happened vs what actually happened |
| **File sample** | If possible, attach the file that caused the issue (we handle all data under our DPA/BAA) |


## Common issues you can check first

| Symptom | What to check |
|  --- | --- |
| "Unauthorized" error | Is your API key correct? Check the Integration page for the current key. |
| Upload succeeds but no callback received | Is your Endpoint URL configured on the Integration page? Is your server reachable? |
| Unexpected output format | Check your Output Settings on the Integration page — is the right format selected? |
| File rejected | Check [Pathology file requirements](/docs/pathology/file-requirements) or [Medical Device file requirements](/docs/medical-device/file-requirements) for accepted types and size limits. |


## Status page

System status and scheduled maintenance are communicated via email to all active clients. If you suspect an outage, email [support@jonda.health](mailto:support@jonda.health) and we'll confirm.