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.

  • Response time notice: We do not guarantee a fast response.
    Response time depends entirely on our personal free time and availability.

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

  • Which Kinds of Tickets do We Handle? We handle the following ticket types:

    • Issue Report (runtime errors or incorrect runtime behavior)
    • Feature Request
    • Question (usage, configuration, expected behavior) Before opening any ticket, 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 Tickets:

    • ALWAYS use one of the provided issue templates. Tickets created without templates may be closed without review.
    • Choose the correct template:
      • Issue Report for runtime failures and incorrect runtime behavior.
      • Feature Request for new behavior requests.
      • Question for support questions and clarification requests.
    • For Issue Report tickets, diagnostic log is mandatory:
      • Run SFDMU with --diagnostic --anonymise.
      • Attach the full generated .log file.
      • If --diagnostic was not used or the full .log file is missing, we cannot review the issue.
      • Review anonymization details before sharing logs: What Is Masked and What Is Not.
    • For Issue Report tickets, also attach context artifacts when relevant:
      • A _target.csv file with error rows (at least 1-2 full relevant rows).
      • The relevant export.json fragment used in the failing run.

Enjoy using our Plugin!

Last updated on 17th Feb 2026