Support policy.

Dear friends! We are happy to see you choosing the SFDMU and we hope that you will get a lot of added value from using it!

If you need our help and decided to reach out to us, please follow the below guidelines:

• This project has no SLA applied and it is supported on our free-time basis. We always do our best to resolve your cases as soon as possible, but sometimes it can take a while. We very appreciate your understanding and patience.

• Cases which do not comply this policy WILL NOT be handled and might be closed immediately.

• Currently we have an ONLY ability to treat tickets regarding CRITICAL RUNTIME ERRORS OR FEATURE REQUESTS.

  For all other issues, including questions about the configuration, please:

  • careful learn this Documentation,

  • examine the job step-by-step using log files,

  • review target csv files, generated by the Plugin and can help you to figure out the reason of the issue,

  • in most difficult cases we would suggest you to debug the Plugin source code.

• Please, use ONLY one of our issue tracker templates when submitting cases.

• To give us a possibility to better understand your case, always attach the followings:

  • FULL .log file.

  • FULL export.json file.

  • A _target.csv file containing the error messages (or at least 1-2 relevant FULL rows).

    
    

Enjoy our Plugin!