What is the best approach/mechanism for reporting API outages?

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gBrown
Posts: 10
Joined: Tue Mar 28, 2023 9:07 am

What is the best approach/mechanism for reporting API outages?

Post by gBrown » Tue Oct 10, 2023 4:29 am

For about the last 2 hours (5:30 AM Eastern - 7:30 AM Eastern), when accessing the API, we are getting this message:

Code: Select all

<html>

<body>
    <h1>504 Gateway Time-out</h1>
    The server didn't respond in time.
</body>

</html>
Is this forum the preferred place to report when we have issues like this or is there a support address/form that we should be reporting these issues to instead?

Thanks!
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gBrown
Posts: 10
Joined: Tue Mar 28, 2023 9:07 am

Re: What is the best approach/mechanism for reporting API outages?

Post by gBrown » Tue Oct 10, 2023 4:46 am

It is now working for us again.
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SLeon
Posts: 482
Joined: Mon Mar 01, 2021 10:00 am

Re: What is the best approach/mechanism for reporting API outages?

Post by SLeon » Tue Oct 10, 2023 8:18 am

Disruptions in API availability can be reported here or via email. When submitted via email, we are able to gather additional information such as which customers are impacted, etc. This can help us pinpoint the source to be the dental office's network, eConnector, or API itself.

We are investigating your earlier outage now.
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gBrown
Posts: 10
Joined: Tue Mar 28, 2023 9:07 am

Re: What is the best approach/mechanism for reporting API outages?

Post by gBrown » Tue Oct 10, 2023 1:55 pm

Thanks SLeon. Is service@opendental.com the best email to use for that or is there another one that we should use?
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SLeon
Posts: 482
Joined: Mon Mar 01, 2021 10:00 am

Re: What is the best approach/mechanism for reporting API outages?

Post by SLeon » Tue Oct 10, 2023 2:17 pm

The best email addresses to use for API communications are those located in the API's Developer Portal website. Click 'Contact Us' at the top after logging in. The second of these addresses is only available to API account holders and routes directly to the API team for technical questions.
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omar22
Posts: 60
Joined: Mon Dec 05, 2022 2:38 pm

Re: What is the best approach/mechanism for reporting API outages?

Post by omar22 » Thu Oct 12, 2023 6:13 am

The API is still super slow and laggy for me. Is this issue still ongoing with OD? Thanks
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DerekR
Posts: 81
Joined: Wed Aug 31, 2022 1:13 pm

Re: What is the best approach/mechanism for reporting API outages?

Post by DerekR » Thu Oct 12, 2023 8:43 am

Good Morning,

Some customers are experiencing slowness and we are currently investigating the issue. We sincerely appreciate you letting us know.
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DerekR
Posts: 81
Joined: Wed Aug 31, 2022 1:13 pm

Re: What is the best approach/mechanism for reporting API outages?

Post by DerekR » Thu Oct 12, 2023 11:49 am

The slowness issue should be resolved as of 9:30am PDT.
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