> ## Documentation Index > Fetch the complete documentation index at: https://partners.docs.polymarket.us/llms.txt > Use this file to discover all available pages before exploring further. # Support and escalation for IBs > IB-specific escalation routes, what to include on a regulatory or reporting question, and how severity is read. Report problems in your shared Slack channel with the one identifier that makes your category diagnosable, because a report without it costs a round trip before anyone can look. For a regulatory or reporting question, lead with the deadline. ## IB-specific escalation routes Four categories reach a different person than an engineering question does. Name the category in your first line so the message is routed once rather than twice. | Category | Route it as | Why it is different | | ---------------------------------------- | -------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Regulatory or reporting** | A regulatory question with a **named deadline and date** in the first line | The answer is a position, not a fix. Several of the ten reports have no platform source, so the reply may be "that does not exist", which you need in writing. → [Reporting pack](/regulatory#reporting-pack) | | **KYC ownership and reliance** | A compliance question, to your integration lead, not an API question | Whether you may remit against your own policy depends on **AML sign-off**, and no timeframe is committed. → [You own KYC](/kyc-ownership) | | **Funds handling, omnibus, segregation** | A money question, with the exact structure described | The omnibus position is unsettled and we will not confirm a structure implicitly. → [Funds handling](/funds) | | **Record and naming defects** | A go-live blocker, with all three identity strings labelled | There is no self-service correction path for a production record, and one identity mismatch has crash-looped a service on our side. → [Naming and record requirements](/regulatory#naming-and-record-requirements) | | **NFA/CFTC demo scheduling** | A regulatory deadline, with the date and the environment question | Preprod markets do not resolve, so the demo environment is an open question that needs answering before the date, not on it | **No out-of-hours or regulatory escalation path is published, and no response-time targets exist for any severity.** Do not build an internal SLA, or a filing plan, on top of ours. Ask your integration lead to name the escalation path and the out-of-hours route in writing, and pin it. If a report that carries a regulatory deadline has had no reply, re-post it in the channel rather than waiting in the thread, and tag your integration lead by name. ## What to include on a regulatory or reporting question One identifier per category does most of the diagnostic work. Include it in the first message. | Category | The identifier that makes it diagnosable | Also include | | ------------------------------------- | ------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Report cannot be produced** | The **report name** from the pack, exactly as your regulator names it | The period, the format the regulator expects, and the source you tried (RPC, endpoint or stream). Say plainly whether you need data or a position | | **Report figure disagrees with ours** | The **traded day** and the `symbol` | The two numbers that disagree, **with their scales named**, and which side you believe is right. Fee disagreements are scale errors far more often than fee errors | | **Report query fails or times out** | The endpoint path and the verbatim error | Whether the call was symbol-filtered — unfiltered `POST /v1/report/trades/search` hits the 30-second CloudFront 504 about two thirds of the time — and the page token behaviour you saw | | **Historical data missing** | The **date range** that returns empty | Whether the range crosses a maintenance window. Stored execution history is archived during maintenance and pre-maintenance execution queries return empty | | **Ledger entry type refused** | The `LedgerEntryType` you requested and the `Aborted` / 409 | Twelve internal types are suppressed; ask whether the figure you need is reachable another way | | **Balance or margin figure** | The account string, and which of the six `GetAccountBalance` fields you used | Whether the account is a firm account or a **participant clearing account** — the read fails with `InvalidArgument: invalid account` on the latter. For open shorts, say so: the collateral question is unresolved | | **Regulatory position** | The clause or rule you are being held to | Your reading of it, and what you will do absent an answer. Ask for the reply in the channel in writing, not in a call | | **Demo scheduling** | The date | The environment you propose and what you need to demonstrate. If it includes a settled market, say so — preprod cannot show one | | **Record or naming defect** | The `participantId`, the `external_id`, and all three identity strings labelled | What the record currently says and what it must say | | **Agreement or attestation** | The clause and the page number | Signature pages 8, 10, 11 and 15, the W9 TIN and CP575 are the usual rejection causes — check those before asking | Two rules that apply to every category: * **Quote errors verbatim, including the gRPC status code.** An exchange-level rejection arrives as gRPC `OK` with `status = REJECTED`, so "it failed" and "the RPC errored" are different reports with different causes. * **Name the environment in the first line.** Several behaviours differ, and preprod has no status signal, so we cannot infer it. **Never put customer PII or SSNs in the shared channel**, including for debugging. Quote the `external_id` and the `participantId` instead. There is no published guidance on what an IB may share about its own customers in a support channel. **Four current pages tell partners to quote `correlation` and `workflow_id` identifiers in a support request, to a destination that is only an email address.** Capture both if you have them and put them in your Slack message. Do not rely on an email route reading them. ## Severity Say the severity in the first line. These are the categories we act on: | Severity | What it means | What you say | | ----------------------- | ------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------- | | **Money** | Real or test funds are in the wrong place, a fee looks wrong, a customer could be paid twice, or a balance cannot be reconciled | Lead with "this moves money". Include the amount and the direction | | **Regulatory deadline** | A filing, a report or a demo has a date | Lead with the date and the rule. Say what you will file absent an answer | | **Go-live blocker** | A gate cannot pass, or a launch date is at risk | Lead with "this blocks go-live" and name the date | | **Production degraded** | A live production path is failing or slow for real customers | Lead with "production", the start time, and the error rate you see | | **Preprod blocked** | You cannot make progress in preprod. Thin books, an unfunded pool and a missing resolution all land here | Say what you were trying to test, so we can tell you whether it is testable at all | | **Question** | Behaviour you do not understand, no customer impact | Name the page you read and what it did not answer | ## Where to check status first * **`status.polymarketexchange.com`** covers **production**. Check it before reporting a production incident, and quote it if it disagrees with what you see. * **There is no preprod status signal at all.** No status page, no maintenance calendar, and no partner-checkable health endpoint. **`GET /v1/health` is not a usable liveness check.** It is documented as returning `{"status":"ok"}` with no auth, and partners have reported 404 in production and 401 in preprod against it. Because you cannot check preprod yourself, report an unexplained preprod failure with a timestamp and treat it as ours until shown otherwise. ## Routes that are not yet defined **`institutional@polymarket.us` is the published route, and it is not the right route for a partner already live on preprod.** Once you are integrating, your shared Slack channel is where work happens. **No page states the correct route for a partner already live on preprod.** Ask your integration lead to name the route and the out-of-hours path in writing, and pin it in your channel. Until that exists, the channel plus a named person is your only route. **There is no published intake route for a prospective partner**, which has produced inbound from entities claiming agreements that do not exist. If you are asked to refer someone, refer them to your integration lead rather than to an address. ## What can go wrong | Symptom | Cause | What you do | | ------------------------------------------------------------------ | ------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------- | | Your report gets no reply | The message was untagged, or tagged in the namespace nobody watches | Re-post and tag a person by name. Ask which handle to tag and pin the answer | | A regulatory question comes back as an engineering answer | It was routed as an API question | Re-post with the rule, the deadline and the date in the first line | | You are asked for an identifier you did not keep | The category's key identifier was not captured at the time | Log `idempotency_key`, `clord_id`, `external_id`, `event_id` and `resume_token` presence on every call, before you need them | | A verbal answer on a compliance position cannot be relied on later | It was given in a call | Ask for it in the channel in writing. Positions on KYC reliance and omnibus structure are the two that matter most | | You cannot tell whether preprod is down | There is no preprod status page, calendar or health endpoint | Report it with a timestamp. Assume ours, not yours | | A support answer contradicts a docs page | A correction was issued in Slack rather than as a changelog entry | The changelog is the only authoritative change record. Ask for the entry | ## Next [Reporting and bulk export](/operations)