iPaaS : Getting Support

Created by Anil Bhimineni, last modified on Oct 12, 2017


Banner In This section 


Overview

We at DBSync always strive to improve the customer experience by providing enhanced product support through various channels including product documentation the forms of knowledge base, videos tutorials, case studies, blogs, community engagement where customer can post questions related to our platform and interact with subject matter experts,peer groups, individuals by posting a question and receiving an answer. 

In order to optimize your experience with our different product lines, you can also search for the relevant topic from the search bar located at the top right corner of the header section in this page and which remains same across all the pages. you can also browse through your topic of interest from the left side navigation and learn about each section in detail.


Raise A Ticket

Through Support Portal

Through Email

Community Engagement

Knowledge Base

Submitting A Ticket Via Email

As an unregistered user of the DBSync support portal, you can submit a ticket through an email. You can send an email with the issue details to "support@mydbsync.com" with brief description on the subject title and including details in the body.

What To Include In The Support Email

your email to the support for raising a ticket should include all of the following.

  1. The to address should be "support@mydbsync.com" from your email account, you should always include additional email id in the CC field in case if you are working with any of our support engineers, pre-sales engineers, service consultants so that a ticket is raised in DBSync back end ticket system. 
  2. The subject line should clearly indicate the "Type of Integration" , For example "Salesforce & QuickBooks Integration" followed by the type of error like Inventory levels do not get updated to QuickBooks.
  3. The Email body should clearly explain the steps so that it would help our support engineers in replicating the issue avoiding back and forth communication from the raised person. A good description shall include one or all of the following.
    1. The first step clearly indicate what application is the source and what is the destination
    2. The second step should indicate the object level information if possible, what is expected to happen and what is happening now.
    3. A screenshot of the error if applicable 
    4. If your email is configured to receive the error stack from the DBSync, you can include that error stack in the body
  4. you can download the log file from the DBSync project and attach with your email so that it would be easy for us to identify the fault.