How SalesToBooks Handles Sync Failures — Our Proactive Support Model
Most SaaS companies wait for you to report problems. We detect and fix sync failures before you notice them. Here's how our proactive support model works.
Founder & CEO
The Standard SaaS Support Experience
Something breaks. You notice (maybe days later). You submit a ticket. You wait 24-48 hours for a response. The response asks you to "try clearing your cache" or "reconnect your account." You go back and forth. Three days later, the issue might be fixed.
We think that's unacceptable for financial data.
How We Do It Differently
SalesToBooks uses a proactive support model with four stages:
Stage 1: Automatic Error Detection
Every sync is monitored in real-time. If a sync fails — whether it's an API timeout, an expired OAuth token, a mapping error, or anything else — our system detects it within seconds. Not hours. Not days. Seconds.
Stage 2: Automatic Ticket Creation
The moment a failure is detected, a support ticket is created automatically in our issue tracker. The ticket includes the full error context: what failed, why, which location, which provider, and the complete API request/response data.
Stage 3: Developer Assignment
Here's the key difference: the ticket is assigned to a developer, not a support agent. The person investigating your sync failure is the same person who wrote the code. They don't need to escalate. They don't need to read from a script. They understand the system.
Stage 4: Fix and Notify
The developer diagnoses the issue, deploys a fix (or triggers a retry), and emails you with a clear explanation of what happened and what was done. In many cases, this entire process completes before you even know there was a problem.
Why This Matters for Financial Data
A missing or incorrect sync means your books are wrong. If you don't catch it quickly, the error compounds. Month-end reconciliation becomes a detective story. Tax filings get delayed.
Our proactive model means sync failures are caught and fixed in minutes to hours, not days to weeks. Your books stay accurate without you having to watch them constantly.
What This Costs
Nothing extra. Proactive support is included in the $10/month per location price. We don't charge for "premium support" or "priority tickets." Every customer gets the same level of attention.