Support Contacts

How to get help, and which details make a request quick to work on.

Contact

The app is developed and maintained by solutioo.

Subject	Where to go
General information	www.solutioo.de
App help	DATANORM Item Import help page
Terms of use	Terms of use
Privacy	Privacy statement

Before you write

Many questions resolve themselves in a few minutes:

1

Read the error message in staging

Filter staging on Processing Status = Error. The message usually names the cause verbatim.

2

Check the common problems

Common Problems covers the most frequent cases with cause and remedy.

3

Run the built-in tests

A test run in the sandbox shows whether the setup is complete, see Built-in Tests.

Details for a support request

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

Detail	Where to find it
App version	Extension Management
Environment and tenant	Production or sandbox, name of the tenant
Import session number	DATANORM Import Sessions
File name and detected DATANORM version	Import session
Status and error message	Import session and staging record
Number of records processed and failed	Import session
What you expected and what happened	a short description in your own words
The DATANORM file in question	if you are allowed to share it

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.

Contact form

Get in touch with our experts:

---

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.