Get help with
Document Governance Hub.
Use this page for product questions, deployment issues, Marketplace inquiries, and post-purchase support.
Email support
Include “DGH Support” in the subject and the diagnostic details below. You can also use the contact form for non-sensitive inquiries.
Two U.S. business days
Unless a paid support agreement states otherwise, AppParallax targets an initial response within two U.S. business days. For this target, U.S. business days mean Monday through Friday excluding U.S. federal holidays, using Eastern Time. This is not a 24/7 emergency service and is not a guaranteed resolution time.
What to include
- DGH version and whether this is evaluation, implementation, or production.
- Power Platform environment name and the affected SharePoint site name (not credentials).
- DGH request number or SharePoint item ID when applicable.
- Flow name, run timestamp, and the relevant Power Automate run URL or error text.
- What you expected, what happened, and whether the issue is reproducible.
- A screenshot with sensitive business data removed when it materially helps diagnosis.
Before opening a ticket
- Run Validate Installation and resolve any reported finding.
- Confirm the relevant DGH flows are enabled and their customer-owned connections are healthy.
- Check DGH Issues, Publication Queue, and Power Automate run history.
- Confirm the source document is a direct file URL on the configured SharePoint site.
- Confirm the active stage has exactly one best matching approval route.
- For publication failures, inspect the governed library before retrying or using Reconcile Publication.
Support scope
Standard product support covers reasonable assistance with documented DGH behavior, installation/configuration questions, and reproducible product defects. Customer-specific process design, customizations, tenant-wide security/compliance design, migration work, and new feature development may require a separate consulting or implementation scope.
Microsoft service incidents
DGH relies on Microsoft 365 and Power Platform services. Microsoft service outages, tenant restrictions, licensing enforcement, connector availability, or customer identity/network issues may need to be handled through the customer’s Microsoft support channel. AppParallax can help isolate whether an issue appears to be within DGH or an underlying Microsoft service.
Privacy
Product support information is handled under the DGH Privacy & Data Handling Notice and the AppParallax Privacy Policy.