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When one of these breaks, report it 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.

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What to include, by category

One identifier per category does most of the diagnostic work. Include it in the first message, not after we ask. 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. → What preprod does and does not simulate
Four current pages tell you 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.

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Severity

Say the severity in the first line of your message. These are the categories we act on:
No response-time targets are published for any severity. Do not build an internal SLA on top of ours. If a report has had no reply and it moves money or blocks go-live, re-post it in the channel rather than waiting in the thread, and tag your integration lead by name.

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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.

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Routes that are not yet defined

Two of these will affect you, so plan around them rather than discovering them. institutional@polymarket.us is the published route, and it is not the right route for a partner already live on preprod. It is the address on our public pages. Once you are integrating, your shared Slack channel is where work actually 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.

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Reporting and bulk export