CustomerGate 365: support

Where to send it

Send an e-mail to info@van-oosten.nl. Van Oosten Software has no access to your Business Central environment, so the answer is based on what you write.

Check this first

Most problems with a setup show up on the app's own status lines:

• Open CustomerGate Setup and look at the lines under Privacy, E-mail, Customer Portal and Permissions. A line that is not in order usually names the cause.
• Walk through the troubleshooting page of the manual; it lists the common symptoms and where to look.
• If the problem is in the forms or the portal on the website, the website's developer is the first port of call: the website is not part of the app.

What to send along

• The version of Business Central and whether the environment is production or sandbox.
• The version of CustomerGate 365, which Extension Management shows.
• The name of the environment and the company.
• The status lines on CustomerGate Setup, copied or as a screenshot.
• What you did, what you expected and what happened, with the exact error message.
• Where it applies, the number of the request, account request or quote. That number is enough: please do not send personal data of your own customers.

What happens next

You get an answer by e-mail, usually within one working day. That is how questions are handled in practice, not a guaranteed response time. If something turns out to be a fault in the app, it is fixed in a next version, and the release notes say so.

Suggestions

Suggestions for the app are welcome at the same address. They are weighed against what the app is for: one app for every customer, in which what differs per customer is a setting and not code.