Scale-based support models
For internal APIs, internal developers have the luxury of reaching out directly to the product and development teams supporting those APIs, but for partner and public APIs, the support channels are more formal. In this section, we will look at support flows for public and partner APIs.
In Chapter 3, we learned how API maturity is presented to and perceived by customers. API maturity is closely tied to customers’ expectations of the quality of the product and the maturity of any associated features or services. In the following diagram, we can see the operating model for a maturity-based support flow for large-scale API products.
Figure 6.2 – Maturity-based support flow for large-scale API products
To understand the support flows, we must understand the touch points for the customer. Customers interact with the web pages and support channels listed on the website that are part of the developer experience. The...