Support
How to reach us, incident severities, co-branding, and agent error reporting.
Contact channels
| Channel | Use for |
|---|---|
| builders@swiggy.in | General developer questions, onboarding, rate-limit increases, docs feedback |
| security@swiggy.in | Security vulnerabilities (responsible disclosure, 90-day window) |
| Your designated engineering contact | Production incidents (enterprise only) |
report_error tool | Agent-invoked error reporting during a live session |
Response SLA
| Severity | Trigger | Ack | Update cadence |
|---|---|---|---|
| S0 | Production down for your integration's users | < 30 min | Every 30 min |
| S1 | Major feature broken, partial outage | < 2 hr (business hours) | Every 2 hr |
| S2 | Degraded quality, non-critical | < 1 business day | Daily |
| S3 | Question, feature request | < 3 business days | As needed |
Enterprise partners have shorter SLAs written into the contract.
When to use the report_error tool
Swiggy exposes report_error on all four servers as a runtime support channel. Use it when an agent hits an error mid-flow and the user should be able to report without leaving the conversation. The tool captures tool name, error context, flow description, and optional user notes; our support team sees it with the session id pre-linked.
This is for in-session, user-reported errors. Silent 4xx/5xx for a developer debugging their integration goes through email.
Incident procedure (from your side)
- Capture session ids for the failing calls.
- Note the time range (UTC or IST - either is fine).
- Describe the expected vs actual behaviour.
- Mail
builders@swiggy.in(or your designated contact for enterprise) with subject[SEV-n] <short summary>.
For S0s with enterprise engagement, include your on-call number; we'll reach out by phone.
Co-branding
Use the Brand guidelines & downloads for logos, attribution badges, placement, size, and accessibility requirements. Pair each service's square logo with its complete attribution:
- Food: Powered by Swiggy.
- Groceries: Powered by Instamart.
- Dining out: Powered by Dineout.
Keep the supplied artwork intact and attribute each service next to its content. Do not imply endorsement or partnership beyond your agreement. Custom co-branding arrangements are agreed per partner.
Status & incidents
Incident information flows to your designated engineering contact via email and/or Slack for enterprise. Subscribe your engineering alias to announcements - mail builders@swiggy.in.
Feedback
Documentation feedback, tool-design suggestions, new capability requests - all welcome at builders@swiggy.in. We track suggestions and batch them into the roadmap.