🇳🇱 Nederlandse versie: Wie helpt je waarmee: Alumio of Sinsou?
Something goes wrong in your integrations and you don't know who to contact: Alumio, Sinsou, or the vendor of another system. Report it to the wrong party and time is lost.
There are three parties, each with its own responsibility:
| Party | Responsible for |
|---|---|
| Alumio | The platform itself: whether Alumio is available and performs well, logging in to Alumio, bugs in Alumio's standard features, and maintenance of the platform. |
| Sinsou | Everything we have set up for you on the platform: routes, mappings, transformations, schedules and the connections to your systems. |
| Vendor of the other system | The system on the other side of the integration, such as your ERP, webshop, WMS or marketplace. |
In short: Alumio provides the platform, Sinsou provides what runs on it.
Find your situation in the table.
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On Alumio Space through Sinsou? Then we are your only point of contact, including for the platform. Wherever this table says "Alumio", email [email protected]. We involve Alumio and let you know when maintenance affects you.
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| Situation | Who to contact |
|---|---|
| The Alumio environment doesn't load, or nobody can log in | Alumio |
| All routes stop at the same time, including routes that have nothing to do with each other | Alumio, and let us know too |
| A standard Alumio feature doesn't work as described in the Alumio documentation | Alumio |
| Planned maintenance on the Alumio platform | Alumio carries it out. We let you know in advance whether your integrations are affected |
| Alumio moves your environment, for example to a new licence, with brief downtime or a new IP address | Alumio plans and carries it out. You agree the time slot with Alumio and update your whitelists. We help with the planning |
| A question about your Alumio licence or contract | Alumio Space through Sinsou: Sinsou. Alumio Dedicated with your own contract with Alumio: Alumio. Not sure which you have? Email us |
| An order, product, price or stock level doesn't come through correctly | Sinsou |
| A task is on failed | First check it yourself with the article on failed tasks, then Sinsou |
| A new shipping method, payment method or VAT code needs to be included | Sinsou |
| The connection to your ERP or webshop has expired or is refused | Sinsou |
| A new integration, or a change to an existing one | Sinsou |
| Your ERP, webshop or marketplace is itself unavailable or shows errors, also outside the integration | The vendor of that system |
| Adding a colleague to Alumio | Yourself, with the article on giving access |
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Not sure? Email [email protected]. We find out where the problem is and pass it on to Alumio if needed.
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During planned maintenance, an Alumio environment was unavailable for just over two hours. In that time the webshop could not pass on orders and subscription changes. Alumio had announced the maintenance in advance, but only to the technical contacts it had on file. The people who noticed the outage were not on that list and had not been told.
<aside> 💡
Keep your technical contacts at Alumio up to date (Alumio Dedicated). Alumio announces maintenance and migrations to the contacts it has for you. Ask your contact at Alumio to update that list when someone joins or leaves. On Alumio Space through Sinsou, these announcements come to us and we pass them on to you.
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Copy this block, fill it in and email it to [email protected].