Yes—Keka Support will assist you in identifying where the issue lies when a third-party integration fails.
Here’s how it works:
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If the problem is within Keka’s system or configuration, support will help investigate and resolve it
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If the issue is found to be on the third-party vendor’s end, Keka will guide you with the necessary details to reach out to that vendor for resolution
Example Scenarios
| Scenario | Support Responsibility |
|---|---|
| Incorrect API call format from Keka | Keka will fix it |
| Incorrect credentials or token expired from third-party | You’ll need to contact the other vendor |
| Integration timing out due to Keka server issue | Keka will resolve |
| Integration timing out due to vendor’s endpoint/server issue | You’ll be advised to reach out to the vendor |
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