Integration partner emails that our API is rate-limiting them

Problem Description

A partner engineer emailed our developer support address to say their nightly sync is failing against our public API because we are rate-limiting them. He pasted a request and response from his terminal, with parts redacted by their security policy.

The paste does not show what his email says it shows. He is also not the account owner, so nothing in his email establishes which plan the calling key is on, and his timestamps have no timezone on them.

Two separate calls come out of this and different people make them: the platform lead judges what this failure does to a caller who hits it, and the partnerships manager decides where it goes in the queue given who this partner is and what their contract says. Our last three partner reports arrived with one merged urgency attached by whoever forwarded them, and both leads have asked us to stop doing that.

Output Specification

1. Write reports/partner-api-errors.md.
2. The platform lead and the partnerships manager will read the same document and make their own calls from it, so it must support both without deciding either for them.
3. Developer support gets one reply back to the partner, so anything we need from him has to be listed.

Out of scope: opening the gateway configuration, looking up the partner's key, or replying to the partner.

Input Files

Extract the following files before beginning.

=============== FILE: inbox/partner-email.md =============== From: Kwame Boateng k.boateng@northlight-systems.example To: devsupport@vantis.example Sent: 2026-08-13 (no timezone in header - their mail server strips it) Subject: rate limit errors on the sync endpoint

Hi,

Our nightly sync has been failing against your API since around the start of the week. We're getting 429 rate limit errors back from the orders endpoint and the job gives up. We haven't changed anything on our side.

Can you raise our limit? Here's one of the failures, our security team redacted the host and the key.

$ curl -i -X POST https:///v2/orders/sync
-H "Authorization: Bearer "
-H "Content-Type: application/json"
-d @batch-0004.json

HTTP/1.1 500 Internal Server Error date: Wed, 13 Aug 2026 02:14:31 GMT content-type: application/json x-request-id: req_9f2ac41e0b77 x-ratelimit-limit: 600 x-ratelimit-remaining: 47 x-ratelimit-reset: 1755050400 retry-after: 0

{"error":"internal_error","message":"request could not be completed", "request_id":"req_9f2ac41e0b77"}

It started at 14:02 the first night and around 2am the other nights. I don't know exactly how many of the batches fail, the job doesn't log per-batch, it just reports the run as failed. I'm not on the billing side so I can't tell you what plan we're on. We're on your Node client, whatever version was current when we integrated.

Thanks Kwame