Support
How to get help
What support answers, how fast it replies, and what to put in the first message.
Updated 13 August 2026First reply in one business dayAPI v2.4.1
What support answers
Support is the engineer who owns the endpoint. It answers the behaviour a reference cannot: why one queue’s leases expire early, why a message dead-lettered, whether a ceiling can move before a launch.
Read the error first. Every code Halyard returns says whether retrying helps, and the error table settles most of what arrives here before it is sent.
Tip
What to include
A report support can act on names one queue, one message and one moment. Without those three the first reply is a request for them, and the business day is spent asking.
| queuename and environmentrequired | A name is unique inside one environment, not across them, so say whether this is sandbox or live. The region narrows it further. |
|---|---|
| message or leaseidrequired | Either prefix works. Support can read the full delivery history behind msg_ and lse_ ids; you cannot. |
| whenRFC 3339, UTCrequired | To the second. Request logs are kept for 30 days, and a timestamp is what makes them searchable. |
| got and expectedstatus codesrequired | Paste the error body verbatim. It names the field that failed, which is usually the whole answer. |
| idempotency keyheader | If the call carried one. It is how the original attempt is found behind a retry. |
Six lines is a complete report. This one describes an ack that arrived after its lease had expired, which is the most common thing support sees.
POST /queues/orders/leases/lse_01HQ8Z/ack
Queue: orders (live, eu-west)
Message: msg_01HQ8Z3F
When: 2026-08-13T09:15:31Z
Expected: 204 No Content
Got: 409 lease_expiredWhen it is an incident
A 503 region_unavailable is a failover, not an outage. Retry with backoff: writes are accepted again within seconds, and a single one does not need a ticket.
Two things are worth waking someone for. A dead-letter queue that is filling, which is why the alarm belongs on halyard.dead_letters.depth above zero rather than on a threshold. And a publish still rate limited after the epoch in X-RateLimit-Reset has passed, which is the one 429 that is not your traffic.
The delivery path carries a 99.9% monthly target per region, and the availability terms say what the target covers and what a miss is worth. Support opens a claim from the same report an incident used, so send the report either way.
Careful
Asking for a raise
Ceilings are per queue unless the limits table says per token. Ask before the launch rather than during it: a raise takes one business day, and an incident does not wait for one.
Send the queue, the sustained rate you expect, the shape of the burst and the region. Publish and acknowledge are separate numbers, so a consumer that keeps up at 1,000 a second still needs its own headroom to drain a backlog.