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Support & Contact

Get help with the Coolset APIs and platform.

Support Channels​

Email Support​

[email protected]

For technical questions, bug reports, or general assistance.

Response Time: Within 24 hours (business days)

Enterprise Support​

Enterprise customers receive:

  • Dedicated customer success manager
  • Priority support channel
  • Technical integration guidance
  • Sustainability research team access

Contact your CSM directly for immediate assistance.

Documentation Resources​

API Documentation​

Coolset Academy​

academy.coolset.com

  • Video tutorials
  • Best practices guides
  • Compliance frameworks
  • Webinars and training

Service Status​

Check the current status of Coolset services:

Status Page: status.coolset.com

Subscribe to updates for:

  • Planned maintenance
  • Service incidents
  • Performance issues
  • New feature releases

Developer Community​

(Coming soon) Join our developer community:

  • Share integration patterns
  • Ask technical questions
  • Contribute to documentation
  • Connect with other developers

Reporting Issues​

When reporting an issue, please include:

✅ Do include:

  • Timestamp of the issue
  • Endpoint and HTTP method
  • Request/response samples (without sensitive data)
  • Error messages and codes
  • Your API integration details

❌ Don't include:

  • API tokens or credentials
  • Personal data
  • Proprietary business information

Bug Report Template​

**Description**: Brief description of the issue

**Endpoint**: POST /api/orders/

**Expected Behavior**: What should happen

**Actual Behavior**: What actually happened

**Steps to Reproduce**:
1. Step one
2. Step two
3. Step three

**Error Response**:
```json
{
  "detail": "Error message"
}
```

**Environment**:
- Integration: [Python/JavaScript/etc.]
- Date/Time: [ISO 8601 format]

Feature Requests​

We love hearing from our developers! Submit feature requests to: [email protected] with subject line "Feature Request: [Your Idea]"

Include:

  • Use case description
  • Expected behavior
  • Why this feature would be valuable
  • Any workarounds you're currently using

Security Issues​

For security vulnerabilities, please email: [email protected]

  • Do not post security issues publicly
  • Include detailed information about the vulnerability
  • We'll respond within 48 hours
  • We may offer bug bounties for significant findings

Contact Information​

Coolset B.V.

📧 Email: [email protected]
🌐 Website: coolset.com
📞 Phone: +31 20 2101245

Office Hours: Monday - Friday, 9:00 - 17:00 CET

Frequently Asked Questions​

How do I get an API key?​

Create one yourself in the Coolset app: open My account, go to API keys and click Create API key. The key is shown once, so copy it straight away.

Step-by-step guide

What are the rate limits?​

600 requests per minute per user on each API host. Above that you get 429 with a Retry-After header. See Making Requests.

Which API should I use for EUDR compliance?​

Use the Compliance API for risk assessments and evidence downloads, the Supply Chain API for traceability and due diligence statements, and the Data API for document uploads. See our EUDR use case guide.

Which API should I use for PPWR compliance?​

Use the Compliance API for packaging assessments and the Supply Chain API to flag products as packaging. See our PPWR use case guide.

Can I use the APIs in production?​

Yes! All APIs are production-ready and support enterprise workloads.

How often is emissions data updated?​

Carbon emissions calculations are typically updated monthly. Use the Carbon API for read-only access.

Do you support webhooks?​

Webhook support is coming soon. Subscribe to our changelog for updates.

Can I get help with integration?​

Yes! Enterprise customers get dedicated integration support. Email [email protected].

Additional Resources​

Legal & Compliance​

Call +31 20 2101245 on FaceTime