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For questions, escalations, or anything not covered in these docs, reach out to Apiphani.

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Primary contacts

  • Your Apiphani Account Manager — your day-to-day contact for operational questions, change requests, and renewals.
  • Braden Ericson — braden.ericson@apiphani.io. Engineering escalation for agent or platform issues.

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Before opening a ticket

A ticket that includes the right context resolves faster. Have the following ready:
  • The symptom. What you see in the UI or terminal, including a screenshot or the exact error text.
  • The scope. Which client, which host(s), which groups or checks are affected. “All of production” is fine if that’s the truth.
  • When it started. Was it after an agent upgrade, a config change, a credential rotation, a network change? “It started failing after we rotated keys yesterday” is much more useful than “it’s broken”.
  • Relevant logs. From the Patch server:
    • log/[date]/agent.log for the most recent run.
    • log/[date]/checks/[host_ip].log for any specific host involved.
    • The local config.yaml (redact the API key and any inline secrets before sharing).
  • What you’ve tried. Any diagnostic steps you’ve already run from Common issues.

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Self-service first

Before escalating, the troubleshooting flows in Common issues cover the most frequent problems and the diagnostic steps that usually resolve them. Even if you end up escalating, running through them first gives you the logs and context the engineering team needs anyway.

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Feature requests

If you want to monitor a new property, support a new platform version, or add a new integration, raise it with your account team. New collectors usually require an agent update, which we’ll plan and schedule with you. There is no separate feature request portal — your account manager is the right path.