Practice API support vocabulary: status pages, incident updates, support tiers, SLAs, developer forums, and community channels.
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A developer asks 'Is the API down?' Your team says 'Check the status page.' What does an API status page show?
A status page shows the current operational status of all API services, any active incidents or degraded performance, and historical uptime. It is the first place developers should check when experiencing issues.
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An incident update reads 'We are investigating increased error rates on the /search endpoint.' Where should this update be posted?
Incident updates should be posted to the public status page (and ideally to social channels and mailing lists) so all developers — not just those who noticed and reached out — are informed of the issue and its status.
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A sales sheet says 'The support tier includes a 2-hour SLA.' What does this mean for a developer on this tier?
A 2-hour SLA (Service Level Agreement) for a support tier means the provider commits to responding to support requests within 2 hours. This is a response time guarantee, not necessarily a resolution time.
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Your developer portal says 'The API forum has 10K developer members.' What is the strategic value of a large developer forum?
A large, active developer forum reduces official support load (developers answer each other's questions), creates a repository of solved problems, increases community investment in the platform, and signals a healthy ecosystem to new developers.
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A DevRel update says 'The community Slack has 5K members.' Why do developer communities often prefer Slack over forums?
Slack provides real-time, conversational support that forums cannot match. Developers get faster answers, can share code snippets easily, and feel more connected to the team and community — which increases engagement and loyalty.