How to get support

What you can fix 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

• Set up or adjust error alert notifications

  • Configure the alert notification recipients

  • Mute streams alerts.

• Add or remove Control Panel users

• Adjust stream settings

  • Update sources or destinations filters

• Adjust transformation files and lookup tables

If you are not sure what caused a failure, start with An event hasn't arrived in the destination system or I received an alert — what now? before contacting the HC team.

When 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 about how to test it 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

How to contact HC

Raise a support ticket via support@highcohesion.com. Include:

• The stream name

• One or more event IDs from the Control Panel

• What you expected to happen

• What actually happened

• Whether the problem is ongoing or has resolved itself

The more context you provide, the faster HC can diagnose the issue.

Urgent issues

For issues affecting live trading, use the urgent contact method set out in your service agreement.