PIM Manager documentation · Verified against PIM Manager 3.0.23.3 on Nov 3, 2026

Support

How to get help with PIM Manager: Pro customers open a ticket with Invardia, and the Community edition is supported by the community on GitHub.

Pro support

Pro support comes from the people who build PIM Manager. Every ticket has a number and one owner at Invardia, gets a priority from P1 to P4, and is updated by mail and in the customer portal until it is solved. How support works describes the priorities, escalation and response targets.

Open a ticket in one of two ways:

In PIM Manager, Settings > Licence links to the support portal.

Questions, trials and licenses

For questions about PIM Manager, a trial or a license, mail info@invardia.com. How a trial starts is on the trial page.

Community edition

The Community edition is supported by the community. Report an issue or ask a question in GitHub issues. The repository carries the product’s original project name; it is the same product.

What to include

A ticket is solved fastest when it carries:

  1. The error code from Jobs > Engine logs & errors, for example pim-entra-0102. The Reference page explains each code.
  2. What you did, what you expected and what happened.
  3. A screenshot of the page, with personal data hidden.

Never send passwords, secrets, API keys or Temporary Access Passes in a ticket.

When support needs to look inside

Invardia has no access to your installation by default, and most cases are solved from the error code and your description. When a case needs Invardia to look inside your tenant, you can create the Invardia Support app for that case:

  1. You create it in your own tenant and choose its level. The steps are on Remote support access.
  2. You create its secret, decide how long it lives and upload it in the customer portal under Remote support. You also choose how it is renewed; by default it is not renewed without your approval.
  3. You give it access to this installation with Grant-PimSupportAccess.
  4. When the case is done, you take the access back with -Remove and remove the app with one command.

What each level grants, including the database rights every level carries, is in one table on Support access. The app owns itself so that a renewal can be carried out; Renewal and self-ownership explains what that allows and how you limit it.

Verified against PIM Manager 3.0.23.3 on Nov 3, 2026Download PDF

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