From "my API is broken" to root cause in 2 minutes.
API error tickets are the most common — and most time-consuming — category in B2B technical support. Altor automates the entire investigation: querying logs, checking for known bugs, verifying billing, and cross-referencing recent deploys.
The manual investigation workflow
A customer reports: "My API calls are returning 429 errors." Today, here's what happens:
- Support engineer opens ClickHouse. Queries the customer's API logs for 429 responses. Finds error rate spiked from 12% to 43% over the last 2 hours.
- Opens Linear. Searches for rate limit bugs. Finds LIN-482: "rate limit regression" — open, priority urgent.
- Checks Stripe. Confirms the customer's plan is active and usage is within limits. Rules out billing.
- Checks GitHub. Finds PR #891 (fix/rate-limit) in review. ETA: 3 days.
- Writes the response. Explains the known bug, links the workaround docs, gives the ETA for the fix.
time for a support engineer to manually investigate an API error ticket
systems checked per investigation (logs, bugs, billing, code, docs, status)
copy-paste operations between tabs per investigation
The same investigation, automated by Altor
Altor runs the same workflow — but in 2 minutes instead of 45:
- Ingests the ticket from your support platform (Pylon, Zendesk, Intercom, or Slack).
- Queries ClickHouse: 429 error rate for this customer spiked 12% → 43% over 2 hours.
- Searches Linear: LIN-482 "rate limit regression" — open, priority urgent.
- Checks Stripe: Plan active, usage within limits. Not a billing issue.
- Checks GitHub: fix/rate-limit PR #891 — in review, shipping in 3 days.
- Delivers structured diagnosis with root cause, workaround, and ETA to your support team.
What the support team sees
Altor delivers a structured diagnosis directly into your support workflow:
Diagnosis: Known bug LIN-482 causing elevated 429s for this customer. Error rate spiked from 12% to 43% over the last 2 hours. Fix is in review (PR #891, ETA 3 days). Customer billing is current — not a plan/usage issue.
Recommended response: Explain the known issue, link to rate limit documentation with exponential backoff workaround, and provide the 3-day ETA for the permanent fix.
The support engineer reviews the diagnosis, optionally edits the draft response, and sends — turning a 45-minute investigation into a 2-minute review-and-send.
"The 429 investigation used to be our most common ticket and our biggest time sink. Now it resolves before the customer finishes their coffee."
Beyond 429s: other API error patterns Altor investigates
Rate limit errors are one pattern. Altor handles the full spectrum of API error investigations:
- •5xx server errors — correlates with recent deploys, upstream outages, and resource exhaustion
- •Authentication failures — checks token expiration, permission changes, and billing status
- •Timeout errors — traces latency across the request chain, identifies bottleneck services
- •Webhook delivery failures — verifies endpoint health, checks for regional outages, confirms event queuing
- •SDK version issues — matches client SDK version against known compatibility bugs
See Altor investigate a real API error ticket
We'll connect to your systems and run a live investigation on an API error ticket from your queue. 2 minutes, 6+ systems, real diagnosis.
Get a 3-minute walkthrough — no call needed.