Support & Incident Response

We are committed to keeping the Whitepages Pro API reliable and transparent. This page covers how to get help, what to expect during incidents, and how we handle changes to the API.

Support Channels

For any questions, issues, or feature requests, reach out through the following channels:

Incident Response Times

We classify incidents by severity. The following are our typical response and resolution times based on current operational metrics. These are not formal SLAs.

Incidents are typically detected and responded to within 30 seconds, with resolution within 15-30 minutes depending on the nature of the issue.

During an Incident

When an incident occurs, we follow this process:

1. Detection — Our automated monitoring systems detect anomalies and trigger alerts within seconds
2. Acknowledgment — The engineering team is immediately engaged
3. Investigation — The team identifies root cause and works toward resolution
4. Resolution — The issue is resolved and services are verified as operational
5. Post-mortem — For Critical and High severity incidents, an internal post-mortem is conducted to prevent recurrence

Getting Help During an Outage

If you suspect an outage or are experiencing unexpected errors:

1. Email api@whitepages.com with:
   • Your API key identifier (first 8 characters only, never send the full key)
   • The endpoint(s) affected
   • Error responses you are receiving
   • Approximate time the issue started

Versioning & Breaking Changes

Our versioning approach, what we count as a breaking change, and how we announce changes now live in their own reference section:

• Breaking Changes Policy — what counts as breaking, our commitments, and how the policy applies to REST endpoints and the MCP server
• Change Notifications — notification types, lead times, and how to stay informed

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