Support
Channels
| Channel | When |
|---|---|
| info@lxsyscr.com | Default — questions, bugs, escalations |
| status.lxsyscr.com | Status page with ongoing incidents |
| Customer Slack | Enterprise customers with a contract only |
Information to include when reporting
- API key prefix (the first 17 characters —
lxs_live_a1b2c3d4_). - Endpoint and method of the failed request.
- UTC timestamp of the request (to locate it in logs).
- Request body (sensitive data must be sanitized).
- Status and body of the response received.
claveof the document, if applicable.- Expected vs observed behavior.
Response times (indicative, with no associated penalty)
| Severity | Initial response time |
|---|---|
| Critical (production down) | 1 hour |
| High (degraded service) | 4 hours |
| Medium (functional bug) | 1 business day |
| Low (general inquiry) | 2 business days |
Availability
Internal target: 99.5% monthly. This is LX Systems’ operational goal, not a contractual commitment: the API is new and does not yet have a track record to back a formal SLA. If an integration requires guarantees with an associated penalty, these are agreed by contract; they can be requested at info@lxsyscr.com.
In any case, the following are outside this target:
- Scheduled maintenance (announced 48 hours in advance).
- Outages at Hacienda CR (the service’s availability is limited by Hacienda’s).
- Force majeure events.
Additional support
For special cases (volume above 10,000/day, custom integrations, or white-label), you can contact info@lxsyscr.com directly.
Omissions or corrections in this guide can be reported to info@lxsyscr.com; the documentation is updated continuously.
Last updated: 2026-08-06.