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 support@oden-api.com
For the fastest technical diagnosis, include the request timestamp, HTTP status, endpoint, and trace_id. Never send a complete API key, password, payment-card number, or other secret in a support message.
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 messages during Central European business hours, Monday through Friday. We aim to answer most technical and account inquiries within one business day, although investigation and resolution can take longer depending on the issue.
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 operated from Söderhamn, Gävleborg County, Sweden, using Cloudflare infrastructure. Customer queries are not used to train a public foundation model or sold for advertising profiles. Processing locations and operational retention are described in the privacy policy.
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 security@oden-api.com. Reports are prioritized and acknowledged as soon as practical.
Do you support European corporate VAT invoicing?
European businesses can provide their VAT ID in the dashboard settings. Invoice treatment depends on the customer's location and tax status; customers should verify their own VAT and accounting obligations.
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?
API responses include a trace_id that helps support investigate an individual request. If you experience a latency spike or transport error, include that identifier, the status code, and an approximate timestamp when contacting us.
Odin's ravens always returned with an answer. ODEN support does too — usually within a day.