API Documentation
Q: Where can I find the API specification?
A: The API spec is available in our GraphQL playground at https://mycustomdomain.com/graphql, which documents all available queries and models.
Q: How often is the API spec updated?
A: The API spec is continuously updated alongside API changes. Breaking API changes are highlighted in our Release Notes.
Q: How are API spec updates communicated?
A: New GraphQL features are mentioned in our release notes.
Support
Q: How can we obtain support during integration?
A: You can contact our customer support team via the on-platform chat bubble at https://plusplus.app/.
Q: Can we set up a shared Slack channel for ongoing support?
A: Yes, we can set up a shared Slack channel for your team.
Q: What is the typical response time for a support request?
A: Response times vary based on severity. Please refer to our SLA at https://plusplus.co/sla/ for details. Generally, chat requests are addressed within an hour, and support is typically available within the same day.
Incident Management
Q: What qualifies as an incident?
A: Generally, any degradation of service causes us to declare an incident. For specific incident levels, please see our SLA at https://plusplus.co/sla/.
Q: How do you identify an incident?
A: We use service monitoring and alerting tools across several layers of our system.
Q: How many incidents have you had in the last 12 months?
A: We've had 7 incidents in 2024, all within our SLA. Note that some incidents (e.g., issues with SAML integration or SCORM courseware support) may not affect API usage.
Q: How will we be informed about the root cause of an incident?
A: A postmortem document is shared with customers after an incident.
Q: How do we contact you in case of an incident?
A: Contact our Customer Support through Intercom.
Q: What is the response time for acknowledging an incident?
A: For SEV0 incidents, acknowledgment is made within the hour. For SEV1 incidents, it's within 24 hours.
Q: What are the contractual compensations for incidents and downtime?
A: We offer 5% credits if we fail to meet our uptime goals.
Q: Do you have a status page?
A: Yes, our status page is available at https://status.plusplus.app/.
Performance and Scaling
Q: Do you have rate limits for your endpoints?
A: Yes, we have rate limits in place.
Q: What are these rate limits?
A: We request a pagination size of 150 on GraphQL endpoints, enforce a limit of 300 items per page, and have rate limits of 25 API calls per minute and 5,000 API calls per day per user token.
Q: Is the throttling setup the same for sandbox and production?
A: Yes, the throttling setup is identical in both environments.
Privacy and Data Management
Q: Are you GDPR or SOC2 compliant?
A: Yes, we are SOC2 Type 2 compliant.
Q: What data do you share with third parties?
A: No data is shared with third parties.
Q: What are your data retention policies?
A: Our data retention policies are documented at https://help.plusplus.app/en/articles/9114317-plusplus-user-deprovisioning-and-data-management-guide.
Q: Do you have API endpoints to request deletion of user data?
A: We don't have API endpoints that support deletion. Our User Deprovision process is detailed in this help desk article: https://help.plusplus.app/en/articles/9114317-plusplus-user-deprovisioning-and-data-management-guide.
Testing and Sandbox
Q: Can you support a sandbox environment for testing?
A: Yes, we provide a sandbox environment for testing purposes.
Q: Is the sandbox environment dedicated or shared with other customers?
A: The sandbox environment is dedicated.
Q: Are there any major differences between your sandbox and production environments?
A: No, there are no major differences between our sandbox and production environments.
Reporting and Data Access
Q: What reporting capabilities exist in the platform to monitor API usage?
A: Currently, we don't offer built-in reporting for users to monitor their API usage.
Q: What methods exist to extract data from the platform?
A: You can extract data using CSV exports and by querying our GraphQL API.
Webhooks
Q: How do we set up webhooks?
A: We currently do not support webhooks.
Language Support
Q: What programming languages are supported?
A: Our GraphQL API is language-independent, allowing integration with any programming language that supports GraphQL.
For any additional questions or concerns, please don't hesitate to reach out to our support team.