# Support

> Check the platform first, then send one request id and what you expected.

Section: Resources. Canonical page: https://routehook.ai/docs/support

Two things answer most questions before anyone is asked. GET /v1/status says whether the platform is degraded, and GET /v1/generation?id=req_… says exactly what happened to one request. How many attempts it took, whether a fallback was used, and what it cost.

## GET /v1/status

Platform health: component states, current incidents and recent uptime.

Status: Available. Authentication: none — this route answers anonymously.

## Status during an outage

The status route deliberately keeps answering while the platform is in maintenance. A status endpoint that goes down with everything else tells a caller nothing at the moment they need it most, so this one is exempt from the maintenance guard every other route carries.

## What to include in a report

- The request id: req_… from the response header, or from the error body.
- The model slug you called and the route you called it on.
- What you expected and what arrived, including the status code.
- The timestamp with its timezone, if the request id is no longer to hand.

> **Note: A failed request has a record too**
>
> Failures are logged like successes, so a request id from a 5xx is still a lookup. It is the fastest way to tell an upstream outage from a malformed body.

## Elsewhere

- [Contact](/contact): Reach a human about billing, limits or an incident.
- [Errors](/docs/errors): The eight codes, and which of them are worth retrying.