Contacting Support
Most integration issues can be resolved using the Common Errors and Debugging Runs guides. When those steps do not resolve the problem, the information below helps you prepare an effective support request and speeds up the resolution.
Before you contact support
Section titled “Before you contact support”Work through these steps first so you can confirm the basics have been checked:
- Run the connection test on the affected connection profile and note whether it passes or fails.
- Open Monitoring > Sync Logs, find the failing run, and copy the exact error message shown in the run detail view.
- Note which stage failed (Ingest, Normalize, Transform, Execute, or Finalize).
- Note the instance name (not the internal ID) and the entity type that failed.
- Record the approximate date and time the failure started.
- Determine whether the failure is consistent (fails on every run) or intermittent (sometimes succeeds).
- Check the Audit Log in Monitoring > Audit Log for any configuration changes made around the time the failures started.
- Check the DLQ for stuck messages and note the error category shown there.
What to include in a support request
Section titled “What to include in a support request”Provide the following in your message to your EZY support contact:
| Item | What to include |
|---|---|
| Tenant name | The display name of your tenant, as shown in the application header. |
| Instance name | The name of the job instance that is failing. |
| Connector types | The source and target system types (for example: SAP B1 → EZY Portal). |
| Entity type | The entity type that is failing (for example: item, order). |
| Error message | The full error message text from the run detail view or DLQ entry. |
| Stage | Which pipeline stage the error appears in. |
| When it started | The date and time of the first observed failure. |
| Behavior pattern | Whether the failure is on every run, intermittent, or only on specific records. |
| Steps already tried | Which troubleshooting steps from the debugging guide you have already completed and their outcomes. |
What NOT to share
Section titled “What NOT to share”Do not include any of the following in a support message:
- API keys or access tokens — reference only the connection profile name.
- Database passwords — reference only the profile name.
- Raw customer data — sanitize any example records to remove personal information before sharing.
- Webhook secrets — never share signing secrets; regenerate them if you believe they were exposed.
If engineering needs to inspect credentials or raw payloads, they will use a secure channel to request them.
Escalation channel
Section titled “Escalation channel”Contact your EZY support contact through the channel provided during onboarding. If you do not have a direct support contact, use the support request process described in your service agreement.
Related pages
Section titled “Related pages”- Common Errors — Try resolving the issue here first.
- Debugging Runs — Step-by-step diagnostic playbook.
- Run History — Where to find run details and error messages.
- DLQ and Replay — How to inspect stuck messages before escalating.