NativeDocs Support

How to get help

Email connect@techventivesolutions.com with "NativeDocs" in the subject line. We acknowledge each request within 2 business days (Monday to Friday, India Standard Time). If you are not satisfied with how a request was handled, write to our Grievance Officer, Shyam Kumar Bansal, Director, at sbansal@techventivesolutions.com. An acknowledgement confirms that we have received your request. It is not a promise to resolve it by a set time.

Support is in English. This page does not offer a service level or uptime commitment.

Who can use support

Support is for customers with a NativeDocs trial or paid subscription. Your use of NativeDocs is governed by the NativeDocs Terms of Service.

What to include

A complete request helps us respond faster. Please send:

• your Salesforce organization Id and the NativeDocs version (Setup, Installed Packages);
• the document feature and the object involved (use a test record where you can);
• the exact error message, or a screenshot with personal data removed;
• what you expected to happen and the steps that led to the problem.

What not to send

Do not send passwords, security tokens or personal data of your customers or staff. Remove or mask personal data in screenshots and error messages. We will ask before we need login access to your organization. What you send us is handled as described in the NativeDocs Privacy Statement.

What support covers

Support covers installing and configuring NativeDocs, assigning licences and permission sets, template syntax and merge fields, and errors raised by NativeDocs. We may ask you to install the current version before we can resolve an issue.

Support does not cover designing custom templates, Salesforce configuration outside NativeDocs, or problems caused by the Salesforce platform or the Salesforce PDF engine. Not every HTML or CSS feature is drawn in a PDF, text in non-Latin scripts is not drawn, and NativeDocs labels are in English only.

Before you write

Many questions are answered in the guides:

• Installation guide: install, permission sets, licences, first template and quick action.
• Administrator guide: configuration, limits and troubleshooting.
• Template authoring guide: merge fields, tables, conditions and PDF styling.

A common cause of missing buttons

A user who launches a NativeDocs flow needs the Salesforce Run Flows permission, a NativeDocs licence seat and the NativeDocs User permission set. Without Run Flows, Salesforce hides the NativeDocs buttons.

Security issues

To report a suspected security issue, email connect@techventivesolutions.com with "NativeDocs security" in the subject line. We acknowledge security reports within the same 2 business days. Please do not publish details until we have replied. Please do not access data that is not yours or test against organizations you do not control.