Support policy.

Dear Friends,

We're thrilled that you've chosen SFDMU and hope it greatly enhances your work!

IMPORTANT:

THIS IS NOT AN OFFICIAL SALESFORCE PROJECT.

IT IS DEVELOPED AS A FREE OPEN-SOURCE CONTRIBUTION TO THE SALESFORCE COMMUNITY.

WHILE SALESFORCE HOLDS THE COPYRIGHTS, IT IS NOT INVOLVED IN THE DEVELOPMENT OR SUPPORT OF THIS PROJECT.

For assistance, please adhere to the following guidelines:

• Important: We offer NO guarantees of support and handle issues solely on our own time, without a service level agreement (SLA). While we aim to address issues promptly, please be aware that responses may often be delayed. Your understanding and patience are greatly appreciated.

• Issues that do not adhere to these guidelines may NOT be addressed and could be closed immediately.

• Which Kind of Tickets do We Handle ? We address only tickets related to critical runtime errors or feature requests.
  For other inquiries, such as configuration issues, please take the following steps:

  • Thoroughly review the Full Documentation, FAQ and Troubleshooting sections.
  • Analyze the process step-by-step using the log files.
  • Review the target CSV files generated by the Plugin, which may help clarify the issue.
  • For complex problems, consider debugging the Plugin's source code.

• Submitting Issues:

  • When submitting issues, ALWAYS use one of our specified issue tracker templates.
  • To help us better understand and resolve your issue, please attach the following:
    • The complete .log file.
    • The full export.json file.
    • A _target.csv file displaying error messages, or at least 1-2 relevant FULL rows.
    • If your issue is related to the SFDMU GUI App, please attach the latest application log file.

Enjoy using our Plugin!