Support channel
Send us a message.
No ticket queue, no bot triage. Your message goes straight to the team running the API — usually answered within a day.
Message sent
Thanks — it's in our inbox. We'll reply to the email you gave us, usually within a day.
Prefer your own mail client? Write directly to [email protected]
Direct Assistance
Support channels & service standards
Every inquiry is reviewed directly by the core engineering and infrastructure team in Sweden. We do not use outsourced triage centers or automated deflection scripts.
Integration Support
Assistance with prompt formatting, token optimization, citations extraction, and LangChain or LlamaIndex wrappers. When reporting an anomaly, please provide the unique trace_id returned in the JSON payload.
Accounts & Quotas
Questions regarding Pro subscription upgrades, EU VAT validation, custom payment invoicing (SEPA), or enterprise high-concurrency rate limit increases. We accommodate custom monthly query volumes.
Compliance Inquiries
Responsible vulnerability disclosures, GDPR data handling verifications, EU AI Act conformity questions, and webmaster crawler inquiries regarding OdenBot and robots.txt parsing behavior.
Help & Answers
Frequently asked support questions
How quickly do you respond to messages?
We read and respond to messages throughout Central European business hours (Monday through Friday, 08:00 to 18:00 CET). Most technical and account inquiries receive a resolution within 24 hours. Critical service disruptions are monitored 24/7.
What details should I include in an API bug report?
Please include the HTTP status code, your query text, the trace_id returned in the JSON response, and a minimal reproducible code snippet (curl, Python, or TypeScript). This allows our team to inspect the exact execution pipeline in our telemetry.
Can I request custom query quotas or higher rate limits?
Yes. While the standard Pro plan includes 6,000 searches per month and pay-as-you-go top-ups can be added at any time, we routinely provision dedicated enterprise rate limits and monthly allocations for production agent workflows. Contact us with your anticipated query volume.
Where is ODEN operated and where does data reside?
ODEN is headquartered in Söderhamn, Gävleborg County, Sweden, and runs strictly across Cloudflare's European data center network. Queries submitted to the search API are processed in real time and are never retained for model training or third-party profiling.
How do you handle security vulnerabilities?
We take responsible disclosure seriously. If you discover a potential vulnerability in our API endpoints or authentication system, please select the "Security vulnerability" topic above or write to [email protected]. We acknowledge receipt within 4 hours.
Do you support European corporate VAT invoicing?
Yes. European businesses can provide their VAT ID in the dashboard settings to receive reverse-charge VAT compliance on monthly Pro invoices. Swedish corporate entities receive standard Moms breakdown compliant with Skatteverket reporting.
Can I request a technical architecture consultation before deployment?
Yes. For teams deploying production agent clusters, multi-agent frameworks, or high-throughput retrieval pipelines, our core systems engineers provide direct architecture reviews. We advise on optimal top-k parameter tuning, token reduction strategies, embedding cache architectures, and rate-limit allocations tailored specifically to your inference workload.
How do I monitor real-time API uptime and system latency?
ODEN operates distributed health checkpoints across edge locations globally. Each API response includes latency metrics and pipeline metadata headers. If you experience an unexpected latency spike or transient transport error, check our status communications or reach out with the request trace_id so our operations team can inspect edge routing immediately.
Odin's ravens always returned with an answer. ODEN support does too — usually within a day.