Technical Support
How to reach Mono — channels by need type and how to escalate a production incident.
Mono support is sized to the kind of question you have. Pre-sales conversations, integration questions during build, and production incidents go through different channels. This page tells you which one to use.
Production incident? If money is moving wrong or your customers are blocked, escalate
immediately to your account-team contact and email tech-support@mono.la with
[INCIDENT] in the subject line. Do not wait for business hours.
Channels by need type
| Need | Channel | Best for |
|---|---|---|
| Pre-sales / scoping | Your account-team contact | Evaluating fit, pricing, capability questions, contract scoping. |
| Integration support | tech-support@mono.la | Build-time questions, error diagnosis, API behavior clarifications. |
| Production incident | tech-support@mono.la with [INCIDENT] in the subject + your account-team contact | Money moving incorrectly, integration down, customer impact. |
| Documentation issue | Open an issue on the docs repo | Typo, broken link, missing information. |
| Feature request | Your account-team contact | New rail, new endpoint, new behavior. |
Escalating a production incident
If your integration is failing in a way that affects real customers or moves money incorrectly:
- Stop the bleeding. Pause the affected operation in your application if you can.
- Capture evidence. Mono request IDs, timestamps, payloads, sample affected customer/transaction IDs.
- Email tech-support@mono.la with
[INCIDENT]in the subject line. Include the evidence. - Notify your account-team contact in parallel — by phone, message, or email.
- Stay reachable. Keep the same thread open until the incident is resolved and post-mortem expectations are set.
Next steps
- API standards: Errors and retries — error envelope, status codes, and retry policy.
- Banking best practices — production patterns to avoid common incidents.
- Core best practices — same, for Core.