> For the complete documentation index, see [llms.txt](https://docs.solutioo.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.solutioo.de/datanorm-item-import/datanorm_en_us/operations-and-troubleshooting/support.md).

# Support Contacts

## Contact

The app is developed and maintained by **solutioo**.

<table><thead><tr><th width="230">Subject</th><th>Where to go</th></tr></thead><tbody><tr><td>General information</td><td><a href="https://www.solutioo.de">www.solutioo.de</a></td></tr><tr><td>App help</td><td><a href="https://www.solutioo.de/help/datanorm-item-import-help/">DATANORM Item Import help page</a></td></tr><tr><td>Terms of use</td><td><a href="https://www.solutioo.de/nutzungsbedingungen/">Terms of use</a></td></tr><tr><td>Privacy</td><td><a href="https://www.solutioo.de/datenschutzerklaerung">Privacy statement</a></td></tr></tbody></table>

## Before you write

Many questions resolve themselves in a few minutes:

{% stepper %}
{% step %}

#### Read the error message in staging

Filter staging on **Processing Status = Error**. The message usually names the cause verbatim.
{% endstep %}

{% step %}

#### Check the common problems

[Common Problems](/datanorm-item-import/datanorm_en_us/operations-and-troubleshooting/common-problems.md) covers the most frequent cases with cause and remedy.
{% endstep %}

{% step %}

#### Run the built-in tests

A test run in the sandbox shows whether the setup is complete, see [Built-in Tests](/datanorm-item-import/datanorm_en_us/operations-and-troubleshooting/built-in-tests.md).
{% endstep %}
{% endstepper %}

## Details for a support request

With these details a case can usually be handled without further questions:

<table><thead><tr><th width="290">Detail</th><th>Where to find it</th></tr></thead><tbody><tr><td>App version</td><td>Extension Management</td></tr><tr><td>Environment and tenant</td><td>Production or sandbox, name of the tenant</td></tr><tr><td>Import session number</td><td><strong>DATANORM Import Sessions</strong></td></tr><tr><td>File name and detected DATANORM version</td><td>Import session</td></tr><tr><td>Status and error message</td><td>Import session and staging record</td></tr><tr><td>Number of records processed and failed</td><td>Import session</td></tr><tr><td>What you expected and what happened</td><td>a short description in your own words</td></tr><tr><td>The DATANORM file in question</td><td>if you are allowed to share it</td></tr></tbody></table>

{% hint style="info" %}
The DATANORM file is the most valuable thing to attach: it lets the behaviour be reproduced rather than guessed at. With **Archive Imported Files** enabled, the original content sits on the import session.
{% endhint %}

## Contact form

<h4 align="center"><strong>Get in touch with our experts:</strong></h4>

{% @dynamics-contact-form/dynamics-form url="<https://assets-eur.mkt.dynamics.com/4fdafba7-58a0-439d-ac40-8b9307b6aa29/digitalassets/standaloneforms/26148488-e600-f111-8407-7ced8d493772>" fullWidth="false" %}

***

## Licence

Licensing runs through **Microsoft AppSource**; term and renewal follow your subscription there. Only trial and sandbox builds handed over directly carry a fixed expiry date, which the setup shows and warns about from 14 days before expiry. To extend such a trial period, contact solutioo, see [Installation and Licence](/datanorm-item-import/datanorm_en_us/getting-started/installation-and-licence.md).


---

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