Implementation Governance

Support channels

Choose the channel based on the nature of the issue. General product, workflow, and integration questions should go through the standard support address, while security incidents and potential breaches should move through the incident-response channel immediately.

• General support: [email protected] for product, workflow, and technical assistance during business hours.
• Telephone support: +27 82 761 9921 during business hours.
• Incident response: [email protected] for urgent security incidents or breach-related concerns.
• Commercial and implementation discussions can also be initiated through the Deis contact page.
• Business hours support runs Monday to Friday, 08:00 to 17:00 SAST, with critical incidents handled according to SLA where applicable.
• Critical incidents may be handled on a 24/7 on-call basis, and enterprise SLAs are available on request.

Authentication guidance

Most Deis APIs authenticate with an API key carried in the X-API-Key header. Some higher-security services also support bearer-token authentication where token expiry, refresh, and protected storage need to be handled explicitly.

• Most Deis APIs use API key authentication delivered through the X-API-Key request header.
• Some services support bearer-token authentication for enhanced security.
• Keep credentials confidential, rotate them periodically, and never expose secrets in client-side code.
• Store API keys in environment variables and implement proper token refresh logic where bearer tokens are used.
• Bearer tokens have a limited lifespan and should be stored only in secure server-side or protected token stores.

Integration reference

The original support page included a quick operational reference for the most commonly requested Deis endpoints. That reference is preserved here so implementation teams have one place to confirm the service path and its authentication model.

• OCR Platform: https://api.deistech.co.za/ocr/v1/extract using API key authentication in the X-API-Key header.
• Document Tampering Detection: https://api.deistech.co.za/forensics/analyze-hybrid using API key authentication in the X-API-Key header.
• SecureCode Verification: https://api.deistech.co.za/securecode/verify using API key authentication in the X-API-Key header.
• Identity Verification: https://api.deistech.co.za/kyc/v1/verify using API key authentication in the X-API-Key header.
• Never include API keys in client-side JavaScript or public repositories; make API calls from your backend server and store keys securely.

Example authenticated request

Example OCR request: POST https://api.deistech.co.za/ocr/v1/extract with X-API-Key authentication, multipart form-data, an uploaded file payload, and a document_type field such as id_document.

Security notice: never include API keys in client-side JavaScript or public repositories. Make calls from your backend server and store secrets in protected environment variables or secure secret stores.

Service levels and working with support

Support requests move faster when the Deis team has enough detail to reproduce the issue, understand the workflow impact, and route the case to the right engineering or operational owner quickly.

• Critical incidents target a one-hour response, high-severity issues four hours, medium-severity issues eight hours, and low-severity issues twenty-four hours.
• Support hours run Monday to Friday, 08:00 to 17:00 SAST, with critical incidents escalated according to SLA where applicable.
• Include the affected product, workflow, integration context, request identifiers, timestamps, and operational impact when logging an issue.
• Security-related issues should be reported immediately to the designated incident channel rather than handled through low-priority queues.
• Commercial, onboarding, and architecture questions can be routed through the contact page for the relevant Deis team.
• Critical incidents may move onto a 24/7 on-call process where contractual SLAs apply, and enterprise support terms are available on request.