How can we help?

You should contact Polyosync Support when a business process problem cannot be resolved through the available configuration, execution history, and troubleshooting information. Support requests are particularly useful when a problem persists, affects important operations, or prevents you from determining what happened during an execution. When should I request assistance? Consider contacting Support when: - A process repeatedly fails without an identifiable cause. - An execution cannot be started despite apparently correct configuration. - Execution history or diagnostic information is unavailable. - Recorded results differ significantly from expected behavior. - An integration-related problem remains unresolved. - A process appears to have partially completed important external actions. - You encounter an unexpected platform error. What should I check before submitting a request? 1. Open the affected business process. 2. Review its configuration. 3. Examine the relevant execution in Run History. 4. Review available errors, results, and events. 5. Confirm that you are using the correct workspace. 6. Check relevant integrations if the process depends on external services. What information should I include? Provide the following information where available: - The affected business workspace. - The name of the business process. - The approximate date and time of the problem. - The execution identifier, if available. - A description of the expected behavior. - A description of what actually happened. - Relevant error messages. - The troubleshooting steps already attempted. Why are execution details useful? Execution records can help distinguish configuration issues, integration failures, and unexpected operational outcomes. Providing relevant information may reduce the need for additional clarification during the investigation. What information should I avoid sharing? Never include passwords, authentication tokens, API keys, private credentials, or unnecessary personal information. If sensitive business data is involved, provide only the information needed to explain the issue. What if the problem affects critical business operations? Follow your organization's established incident response and recovery procedures. Do not assume that submitting a support request automatically stops or reverses an execution. Avoid repeatedly restarting affected processes until their previous effects are understood. How can I contact Support? Use the Polyosync Support Center to submit a support request and describe the issue. Support availability and response expectations depend on the applicable service arrangements. Polyosync Support can assist with investigating platform-related problems using the information available from the affected workspace and execution records.