ForgeSync Enterprise subscribers
Support by email
Support is included with your ForgeSync Enterprise subscription, by email. Write to support@keywaysystems.com.
CUSTOMER SUPPORT
Something broken? Start here.
Support is included with your subscription, by email, and read by the engineers who make ForgeSync. Here is what to send so we can help quickly.
FASTEST PATH
Email us
Everyone else
The form below
Not a subscriber yet, inherited one of our builds, or running something we didn't build and hoping we can help: use the form.
WHAT TO EXPECT
How support works
Subscription
One business day
We acknowledge every request within one business day and begin work. Anything that stops orders reaching Sage, or writes wrong data to Sage, is worked ahead of everything else. Business hours are Monday to Friday, 9:00 to 17:00 US Central, excluding US federal holidays.
One level of support
No tiers, no credits
Every subscriber gets the same response. There is no premium tier and no uptime percentage: ForgeSync runs on your own AWS account, so we commit to how fast we respond, not to infrastructure we do not operate.
HELP US HELP YOU
What to include
- The order or SO number."Order 10482 didn't export" gets fixed faster than "orders aren't working."
- When it started, and what changed.A platform update, a new product, a password rotation: that context helps us investigate.
- The alert text, if there was one.ForgeSync ships with an alert catalog; the alert's own words tell us exactly which safeguard fired.
- A screenshot beats a description.Of the admin screen, the Slack message, or the thing that looks wrong.
REPORT AN ISSUE
Tell us what's wrong
Email alternative: support@keywaysystems.com.