Referral Partners: Support channels, SLA, and escalation

How to reach Debitura support as a referral partner, what response times to expect, and how to escalate when something is blocked. Use this whenever you need to know which channel applies to a given question.

Contact channels

Channel	Use for	Address
Email - business	Commercial questions, contract terms, account management, white-label configuration	[email protected]
Email - technical	API integration issues, error codes, webhook failures, onboarding link problems	[email protected]
Case chat	Questions about a specific collection case already submitted	In-platform (per case)
Account manager	Strategic questions, escalations, product feedback	Assigned after launch

Both email channels go to the same inbox. The split exists to make the routing intent clear; you can use whichever applies to your question.

Phone and WhatsApp are not available.

Response-time SLA

Target response time for [email protected]: 2 business days.

This aligns with the general 2-business-day baseline that applies across Debitura support.

Support hours

Email is available 24/7 for submissions. Responses are sent within the SLA above. No specific daily support hours are guaranteed.

Escalation path

Use these steps in order if your issue is not resolved at the previous step.

First contact: email [email protected].
No response or unresolved: contact your assigned account manager directly.
Critical production issue: email [email protected] directly.

Note about partner response times: partners are contractually required to respond to client inquiries within 48 business hours, and Debitura's collection partners are subject to the same standard. If a collection partner is not responding within that window on an active case, raise it via the case chat first, then escalate to your account manager if the case is blocked.

When to use case chat vs email

Use case chat (inside the Referral Partner Dashboard) for questions about a specific, active collection case - for example, status updates, missing documents, or debtor contact questions. Case chat goes directly to the assigned collection partner.

Use email for platform-level questions, technical or integration issues, and anything that is not tied to one specific case.

When your client needs to contact Debitura directly

The channels above are for you as a referral partner. When one of your clients (the end customer using Debitura through your platform) needs to reach Debitura directly, route them as follows.

Client situation	Channel
Question about a specific active collection case (status, documents, debtor contact)	In-platform case chat (assigned collection partner)
Platform login, navigation, or general technical issue	[email protected]
Help with bulk uploads, CSV processes, or compliance documentation (e.g., DPA)	[email protected]
Legal question, formal complaint, or compliance concern	[email protected]

Important: your clients should not email [email protected] - that channel is for partner-to-Debitura communication only. Direct your clients to the appropriate channel above so their request reaches the right inbox without delay.

For the full cross-segment overview - including Sales, online meetings, and the public support portal - see Contacting Debitura: support channels, response times, and when to schedule a call.

What to include in a support request

Including the right information upfront avoids back-and-forth and speeds up resolution.

For technical issues

Partner name and environment (production or test)
Client name and externalTenantId (the partner's internal identifier for the client)
Case reference number, if the issue relates to a specific case
The exact error message, HTTP status code, and response body, if available
The API endpoint called and the request payload (redact any sensitive personal data)
Steps already tried (for example, "retried the request" or "called POST /clients again")
Timestamp of the issue, in UTC