Support

Get help with the wOow Global API and connect with our support team.

Getting Help

Documentation

• API Reference - Complete API documentation
• Getting Started - Quick start guide
• Examples - Code examples and tutorials
• SDKs - Official SDKs and libraries

Self-Service Resources

• Status Page - Check API status and uptime
• FAQ - Frequently asked questions
• Troubleshooting Guide - Common issues and solutions

Contact Support

Contact Information

General Support:

• Email: support@woowbd.com
• Response Time: Within 24 hours

Technical Support:

• Email: tech@woowbd.com
• Response Time: Within 12 hours

Business Inquiries:

• Email: business@woowbd.com
• BD Hotline: +88 09649 22 33 22
• USA Hotline: +1 (347) 414 8311
• Response Time: Within 24 hours

Office Address:

• wOow Global Inc.
• House # 254, Road # 03, Baridhara DOHS
• Dhaka, Dhaka 1206, Bangladesh

Support Hours

Emergency Support

For critical issues affecting production systems:

• BD Hotline: +88 09649 22 33 22 (24/7 for enterprise customers)
• USA Hotline: +1 (347) 414 8311 (24/7 for enterprise customers)
• Priority Email: urgent@woowbd.com
• WhatsApp BD: https://lnkd.in/g7QuunBh
• WhatsApp USA: https://wa.me/19297202451
• Facebook Messenger: m.me/woowglobal - For emergency support

Community Support

Social Media & Online Presence

• Facebook - Company updates and announcements
• LinkedIn - Professional network
• YouTube - Tutorials and demos
• Blog - Technical articles and tutorials
• Website - Official company website

Support Tiers

Free Support

• Email support for basic questions
• Documentation and self-service resources
• Community support channels
• Response time: 24-48 hours

Developer Support

• Priority email support
• Technical implementation assistance
• Code review and optimization help
• Response time: 4-8 hours (business days)

Enterprise Support

• Dedicated support team
• Phone and video call support
• Custom integration assistance
• SLA guarantees
• Response time: 2-4 hours (business days)

Before Contacting Support

To help us assist you faster, please include:

1. API Key (masked for security)
2. Request Details: Endpoint, parameters, and request body
3. Error Information: Full error response and status code
4. Environment: Sandbox or production
5. Steps to Reproduce: How to recreate the issue
6. Expected vs Actual Behavior: What you expected vs what happened

Example Support Request

Subject: Shipping rate calculation returning 400 error

API Key: sk_live_****1234
Environment: Sandbox
Endpoint: POST /get-shipping-rates

Request Body:
{
  "box_dimension": [
    {
      "length": 10,
      "width": 8,
      "height": 6,
      "weight": 2.5,
      "items": [
        {
          "name": "Sample Product",
          "quantity": "2",
          "unit_price": "29.99"
        }
      ]
    }
  ],
  "product_type": "1",
  "weight": 2.5,
  "weight_unit": "LBS",
  "sender": {
    "state": "New York",
    "state_short_code": "NY",
    "city": "New York",
    "zip_code": "10001",
    "country_code": "US"
  },
  "receiver": {
    "state": "California",
    "state_short_code": "CA",
    "city": "Los Angeles",
    "zip_code": "90210",
    "country_code": "US"
  },
  "delivery_type": "commercial"
}

Error Response:
{
  "status": false,
  "message": "Invalid request parameters",
  "data": [],
  "errors": ["Invalid package dimensions"],
  "response_code": "400"
}

Expected: Successful rate calculation
Actual: 400 validation error

Feedback and Feature Requests

Feature Requests

• Feature Request Form - Submit new feature ideas
• GitHub Issues - Report bugs and request features
• Roadmap - View upcoming features

Feedback

• API Feedback - General API feedback
• Documentation Feedback - Documentation improvements
• Support Feedback - Support experience feedback

Training and Onboarding

New Customer Onboarding

• Welcome Call: 30-minute introduction to the API
• Implementation Review: Code review and optimization
• Best Practices: Security and performance recommendations

Training Sessions

• API Fundamentals: Basic API concepts and usage
• Advanced Features: Webhooks, bulk operations, and optimization
• Custom Training: Tailored sessions for your team

Service Level Agreements (SLA)

API Uptime

• 99.9% Uptime - Guaranteed API availability
• 99.95% Uptime - Enterprise customers
• Real-time Monitoring - Status page with live updates

Support Response Times

Common Issues and Solutions

Authentication Issues

Problem: Getting 401 Unauthorized errors Solution:

• Verify your API key is correct
• Ensure the API key is included in the Authorization header
• Check if your API key has expired

Rate Limit Issues

Problem: Getting 429 Too Many Requests errors Solution:

• Implement exponential backoff
• Cache responses to reduce API calls
• Monitor your rate limit usage

Validation Errors

Problem: Getting 400 Bad Request errors Solution:

• Review the error details for specific field issues
• Ensure all required fields are provided
• Validate data types and formats

Order Not Found

Problem: Getting 404 Not Found for order details Solution:

• Verify the tracking number is correct
• Check if the order has been deleted
• Ensure you're using the correct API endpoint