# Support

### Additional fields required

To utilise additional attributes from Apparel21, please follow these steps:

1. Inform the support team using the in-app support widget.
2. Ensure that your Apparel21 instance is updated with the new fields.
3. Configure the CSV file format to include the newly added fields. Let us know if you would like our Apparel21 consultant to do or if you would like an in-house Apparel21 expert to action this instead.
4. In the app's [Mappings](/customers/mappings.md) section, we will configure the new field.

### Syncing Errors

While instances of failed syncs/jobs are expected to be rare, should you encounter any, we kindly request that you raise a support ticket for prompt assistance and resolution.

### Changing or Migrating Servers

You may encounter the need to update or migrate servers. To ensure a smooth transition and avoid disruptions, please adhere to the following guidelines:

* Kindly inform our team **at least 7 business days in advance** if you plan to change or migrate servers. 
* Merchants will incur a **one-time fee of $540AUD** which covers the efforts required to maintain seamless data syncs.

#### Consequences of Non-Notification:

* Failure to inform our team about server changes may result in the failure of in-store data syncs to Klaviyo. To rectify this, an Apparel21 specialist will be needed to reinstate scripts.
* The reinstatement process removes any scripts previously set up, and scripts are crucial for scheduled jobs exporting CSV files to the DotApparel Customers app.

**Q:** In the event of a sync failure, will the fix retroactively update customer data for those who were not processed during the time the issue persisted?

**A:** No, an Apparel21 Specialist will need to generate a new bulk file for the missing period. We also require the exact date range needed for backdating data.

### What else can we support with?

#### Apparel21 consultant

If merchants don't have an Apparel21 expert in-house then they have the option to have their Apparel21 exports configured by our experienced Apparel21 consultant.

#### Customer data clean-up

Should you wish for us to align the Apparel21 privacy status with Klaviyo and other platforms, please note that this involves additional data cleanup efforts and will result in an additional one-time fee of $500.


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