# JPMC-PDP Documentation from https://developer.payments.jpmorgan.com

# Support

## Partner production issue reporting and support

This page explains how J.P. Morgan Business Direct Connect partners can report production issues, collaborate with the J.P. Morgan support team, and receive notifications about incidents and maintenance.

### Support contacts

- Integration and UAT support: [jpmorgan.business.direct.connect.support.uat@jpmorgan.com](mailto:jpmorgan.business.direct.connect.support.uat@jpmorgan.com)

- Production support: [jpmorgan.business.direct.connect.support@jpmorgan.com](mailto:jpmorgan.business.direct.connect.support@jpmorgan.com)

### How support works

- When an issue is identified, J.P. Morgan proactively notifies partners about problems in infrastructure, cybersecurity, or Financial Data Exchange (FDX) services.

- What to expect:
  - You receive an email notification from our support team ([jpmorgan.business.direct.connect.support@jpmorgan.com](mailto:jpmorgan.business.direct.connect.support@jpmorgan.com)).
  - The email includes details of the issue, its impact, and outlines next steps or any actions required on your end.

- High-severity incidents (for example, outages or excessive traffic):
  - External traffic may be temporarily restricted.
  - Updates are shared via email.

- Additional support:
  - Advance notice of major releases.
  - Notifications about planned service interruptions.

### When an issue is identified on the partner’s side

- If an issue impacting your integration is detected, the FDX support team will contact your partner email distribution list.

- You may be asked to:
  - Confirm receipt of the notification.
  - Join a working session.
  - Provide additional diagnostics.

### Types of issues and where to go

#### Customer login issues

- Customers should follow the standard ID or password reset process first.

- If the issue persists, they should contact the J. P. Morgan Service Center help desk.

#### Partner issues with FDX services

- For authentication failures, API errors, or connectivity problems, contact the J.P. Morgan Business Direct Connect support ([jpmorgan.business.direct.connect.support@jpmorgan.com](mailto:jpmorgan.business.direct.connect.support@jpmorgan.com)).

### How to report a production issue

**Step 1: Send an email**
 Send your issue report to J.P. Morgan Business Direct Connect support ([jpmorgan.business.direct.connect.support@jpmorgan.com](mailto:jpmorgan.business.direct.connect.support@jpmorgan.com)).
 For certificate, redirect URL, or thumbprint issues, also copy [Digital_Platform_Support@jpmorgan.com](mailto:Digital_Platform_Support@jpmorgan.com).

**Step 2: Use this subject line**
 Subject: New [Partner Name] J.P. Morgan Business Direct Connect Issue (short description of issue)

**Step 3: Provide these details**

- Contact information, including your email distribution list and additional contacts.

- Issue details:
  - Issue summary and internal ticket number.
  - Description of the issue and whether it is reproducible.
  - Response error code and message (attach logs or screenshots if helpful).
  - Example trace or interaction IDs with timestamp, if available.
  - Timeline, including when the issue started and any recent changes before it began.
  - If the issue is ongoing, confirm you validated parameters, credentials, and request payloads. Provide a sanitized example payload (do not include tokens, secrets, account numbers, or personal data).
  - If resolved, indicate when it ended and what fixed it.
  - Any known issues or scheduled maintenance on your systems.

- Impact assessment:
  - List any impacted endpoints and customer-facing applications.
  - Indicate whether it affects all or some users, accounts, applications, or companies (please list if only specific entities are impacted).
  - Describe the impact to the customer, providing an indication of severity.
  - Was the issue reported by the customer, identified by you, or reported by an application?
  - Any other relevant information.

> If you attach screenshots of the customer experience, redact personally identifiable information before you send them.
> 

## Disclaimer

This document is for guidance only. These processes can change. Neither party is legally bound by the actions described in this document.