> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zentien.io/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ

> Common questions about Zentien setup and behaviour.

## Why am I not receiving emails for some errors?

Salesforce suppresses duplicate Apex exception emails when the same class throws the same error type within a short window. This is a Salesforce platform behaviour — not something Zentien controls.

**To work around it:**

* Wait a few minutes and try again
* Trigger a different error type or from a different class
* Errors logged via `ErrorLogger.log()` are not affected by this — they use Platform Events and always arrive in real time

## Why is there a delay between the error and it appearing in Zentien?

* **Errors via `ErrorLogger.log()`** — appear within seconds (Platform Events are real time)
* **Errors via email inbound** — 1–3 minutes is typical. Salesforce sends the email asynchronously after the error occurs, and the email pipeline adds a small amount of processing time

## Can I monitor multiple Salesforce orgs?

Yes. The number of orgs you can connect depends on your plan:

| Plan       | Orgs |
| ---------- | ---- |
| Starter    | 2    |
| Team       | 10   |
| Enterprise | 20   |

If you need more than your plan includes, additional orgs can be added at an overage rate — see [Plans & Limits](/reference/plans).

## Does Zentien read my Salesforce data?

No. Zentien only subscribes to `ErrorEvent__e` Platform Events — a dedicated error channel. It does not read or write your Salesforce records, contacts, accounts, opportunities, or any other business data.

## Is the Zentien package open source?

Yes. The Salesforce package (`ErrorEvent__e` and `ErrorLogger.cls`) is open source and hosted on [GitHub](https://github.com/sandro-zentien/zentien). It is an **Unlocked Package**, meaning you can inspect every line of code before and after installation. Nothing is obfuscated.

## What happens if Zentien goes down?

* **Handled errors** (`ErrorLogger.log()`) — Platform Events are queued by Salesforce and delivered when Zentien reconnects. No events are lost.
* **Unhandled errors** (email inbound) — emails are queued by Cloudflare and retried. No emails are lost.

## How do I remove Zentien from my org?

1. Disconnect your org in the Zentien dashboard (**Orgs → Disconnect**)
2. Uninstall the package in Salesforce: **Setup → Installed Packages → Zentien → Uninstall**
3. Remove your Zentien inbound address from Apex Exception Email and Process Automation Settings

## What counts as a member?

A **member** is any person with a Zentien login — someone you have invited to your organisation who has accepted and created an account.

Receiving an alert via Slack, Microsoft Teams, or email does **not** count as a member seat. You can send alerts to any email address or Slack channel without it affecting your member count.

## How do email alert rules work?

Each email address you want to alert counts as one alert rule slot. If you want alerts to go to three different email addresses, you need three separate alert rules (one per destination).

This applies only to email destinations. A single Slack rule can notify an entire channel and counts as one rule slot.

## What is Priority support?

**Team** customers receive a same-day response on business days.
**Enterprise** customers have a dedicated CSM who owns the relationship and can be reached directly.
**Starter** customers receive email support with best-effort response times.

## Do all team members need a Jira account to create tickets?

No. Zentien uses a single shared Jira connection per organisation. One person connects Jira via OAuth on the Orgs page, and all team members can create Jira tickets from that point on — regardless of whether they have their own Jira account.

## I need help — how do I contact support?

Email [hello@zentien.io](mailto:hello@zentien.io). Include your org ID and a description of the issue.