Third-Party Integration Support: What We Cover
Many systems we build connect to third-party services — payment gateways, CRM platforms, email providers, APIs, and more. When something goes wrong with an integration, it is important to understand who is responsible for what.
Our Responsibility: The Integration Layer
We are responsible for the code we wrote to integrate with third-party services — the API calls, data transformation, error handling, and authentication logic. If our integration code has a bug, we fix it at no charge (within warranty or retainer).
Third-Party Responsibility: Their Service
We are not responsible for:
- The third-party service being unavailable or slow
- Breaking API changes made by the third party without notice
- Bugs in the third-party platform itself
- Rate limiting imposed by the third party
- Data returned incorrectly by the third-party API
When a Third Party Changes Their API
APIs change. If a third party updates their API in a way that breaks your system, this is typically a change request — we need to update our integration to match their new specification. We will quote the update promptly and prioritise it based on business impact. For managed services clients, minor API updates may be covered by your retainer.
Reporting Integration Issues
When raising a ticket about an integration issue, please include:
- The third-party service involved
- The exact error message or unexpected behaviour
- Whether the issue is consistent or intermittent
- When the issue started — did it coincide with any known change?
This information significantly speeds up diagnosis. We will investigate our integration code first and escalate to the third party if the issue is on their side.