How to get support
Knowing when to self-serve and when to contact HC saves time. This page explains both.
When to use this
Use this guide when something in your integration is not working and you need to decide whether to fix it yourself in the Control Panel or raise it with the HC team. Knowing when to self-serve and when to contact HC saves time.
For the reasoning behind when a problem needs HC's involvement, see When to escalate to the HC team.
Before you start
Access to the Control Panel, so you can find the stream name and event IDs; see How to find a specific event in the Control Panel.
If you are not sure what caused a failure, work through An event hasn't arrived in the destination system or I received an alert — what now? before contacting the HC team.
Your service agreement, which sets out the urgent contact method for issues affecting live trading.
Steps
Check whether you can fix it yourself
The Control Panel is built for self-service. You can:
View and investigate failed events
Fix a field value in a failed event and replicate it; see How to fix and resend a failed event
Set up or adjust error alert notifications; see Setting up error alerts
Configure the alert notification recipients
Mute stream alerts
Add or remove Control Panel users; see Managing users and permissions
Adjust stream settings
Update source or destination filters
Adjust transformation files and lookup tables; see Correcting a mapping or field value
If your problem is on this list, you can resolve it in the Control Panel.
Decide whether to contact HC
Contact the HC team if:
You have investigated a failure and cannot identify or fix the cause
The same error is recurring across multiple events despite retries
A large volume of events has failed at once
An event has been stuck in Pending or Processing for more than 30 minutes
You need a mapping or complex logic change and you are not sure how to test and validate it
You need to discuss a change to your integration (new platform, new warehouse, new market)
Something is affecting live orders or customer-facing operations
Raise a support ticket
Email support@highcohesion.com to raise a support ticket.
Include the stream name.
Include one or more event IDs from the Control Panel.
Describe what you expected to happen and what actually happened.
Say whether the problem is ongoing or has resolved itself.
The more context you provide, the faster HC can diagnose the issue.
Report an urgent issue
For issues affecting live trading, use the urgent contact method set out in your service agreement.
What you should see
Your ticket reaches the HC team, who use the stream name, event IDs and context you provided to diagnose the issue.
If it did not work
The issue is affecting live orders or customer-facing operations. Use the urgent contact method set out in your service agreement rather than a standard ticket.
You are not sure whether the problem is something you can fix. Work through An event hasn't arrived in the destination system or I received an alert — what now? first; if you still cannot identify or fix the cause, raise a ticket.
For anything else, contact HC at support@highcohesion.com.
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