Welcome to Community Support.
This overview page will guide you to different areas that comprise Quantexa's support offerings.
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Tips & tricks for getting the most from support.
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Useful resources to help you maximise value from QuantexaRecent Content
Quantexa Support Channels
There are a range of support channels available to developers using Quantexa technology, each with their own specific uses. It's important to use the appropriate channel to ensure you get the best support as quickly as possible. Since December 2023, all developer support for customers and partners is handled through the Quantexa Community. 💬 Quantexa Community The Quantexa Platform Support Topic is a private Community channel dedicated to Quantexa developers to help with Quantexa Solution development. This is the best channel for access to Community support networks as it is used by wider Quantexa teams and users. It is a continually-growing knowledge base resource. Intended use: Non-urgent Customer queries Asking non-sensitive questions General help on a topic that is not covered in the documentation Searching for known previously encountered issues in previous posts Queries on errors, explanation of log messages, best practices Requesting advice on debugging approaches Not covered by Community Support: some requests are really asking Quantexa to carry out delivery work rather than provide guidance, and are routed to a Delivery Manager, delivery lead, or your TAP instead. This includes: Bespoke code or configuration (e.g. writing graph scripts, ingestion code) Architecture and performance consulting (e.g. environment sizing, cluster tuning) Multi-version upgrades and breaking configuration migrations Issues on end-of-life product versions (no patches or active troubleshooting) Custom data or database migrations Client infrastructure debugging (network, firewall, Active Directory issues) For other support queries (not related to developer support) please leverage our other Community Topics e.g. Getting Started or if you have a question related to an industry use case, why not check out our User Groups? Access: URL: Quantexa Platform Support Login or register with your corporate email address to access the Quantexa community If you have registered for the Quantexa Community you'll also be able to access the Documentation Site. Note: Please do not post confidential material, personal data, sensitive intellectual property, passwords/API keys, or screenshots of private content on the Community - see the Developer Support Portal below for sharing this kind of information securely. There are no formal SLAs for responses on the Community, but it is actively monitored by Quantexa and questions are routed to the most relevant team or individual as quickly as possible. 🔒 Developer Support Portal For queries that involve sensitive or confidential information that cannot be shared in Quantexa Platform Support - for example large log files, project-sensitive data, extensive back-and-forth investigation, or a screen-sharing session. Intended use: Sharing sensitive or confidential log files and configuration detail Files too large to upload to the Community Investigations expected to need extensive back-and-forth or log exchanges Where a screen-sharing session is required Access: Access is limited to specific users and only granted when needed Users are invited and managed by the R&D Support Team - raise your Community post first, and the Support Team will open a ticket and invite you if it meets the criteria above 📝Note: Personal data (PII) must always be redacted before sharing, even on this restricted channel. 🔌 Product Support (Post Go-Live) Quantexa Service Desk Portal Tracking of all service desk tickets and incidents. Responses based on service level agreements (SLAs). 24/7 Telephone Support for severity 1 and 2 incidents covering 7 geographical local helpdesk numbers. Countries & Support Phone Numbers (only available to those with live projects) Australia: 1800024721 Canada: 18665430596 India (Calls to the Indian number need to be made from a local Indian handset that also has the ability to make international calls): 0008000502021 Malaysia: 1800810964 Singapore: 8001205119 UK and Europe: 03301595273 USA: 18447409220 Japan: 0066338681 69 Quantexa Support is available to all clients with a live solution in production and is intended for: Reporting any product-related production incidents that need vendor support Core Quantexa Platform issues and break-fix support Tracking of all support tickets and sharing logs (redacting any sensitive data) Raising service requests e.g. requesting release files or advising if a version upgrade Access: The client and their support team members need to be onboarded as part of going live (by PM) by raising a request in the QS portalWhere to Raise Support Requests
When you've tried debugging and searched the Community but still haven't found a solution, it's time to open a Community support request. To ensure you get the help you need, it's important to post your request in the correct topic. Here’s a guide on where to raise your support requests within our platform. Main Topics for Support We have two main topics for support requests: Academy Q&A The Academy Q&A Topic can be used by anyone in the Academy to get support on their course. Quantexa Platform Support Quantexa Platform Support is for anyone seeking Developer support - this could be queries related to upgrades, error messages, potential bugs, or best practices for your project etc. Raising a Support Request Navigate to the correct forum. Select Ask a Question. Fill out the support request form thoroughly. For detailed guidance on how to raise a good support request, refer to our next article, where we cover best practices and tips for creating clear and comprehensive support requests. By posting in the correct Topic and providing detailed information, you’ll ensure your queries are addressed efficiently and accurately by the right Community members and Support Teams. Please see the article Quantexa Support Channels for a full list of support options available.7. How to Contribute to the Community (and Earn Rewards)
Contributing to the Community is a fantastic way to help others, expand your knowledge, and earn rewards. Here’s how you can make a difference and be recognized for your contributions: Answering Questions To find questions that need answers, check the quick links panel on the right-hand side. You'll see a link labeled "Someone Needs Help." Clicking on this will display a list of all questions without a 'Best Answer'. Types of Questions Unanswered Questions: These questions don’t have any answers or comments yet. They are at the top of the list and are a great starting point for providing assistance. Tentatively Answered Questions: These questions have comments or potential answers but are still awaiting a final resolution. Reviewing and contributing to these can also be valuable. Benefits of Helping You help out fellow Community members You can earn rewards (see below) Answering questions helps you learn more about the Quantexa Platform and its capabilities, enhancing your expertise. Earning Points and Badges Contribution Recognition By actively participating and helping out, you can earn points and badges. Here’s how: Commenting on Posts: Every comment you make contributes to your points tally. Best Answers: When your answers are marked as the best, you'll earn badges and additional points. Rewards and Leaderboards We have a dedicated Get Rewarded to highlight and promote achievements, Here, you can: View the full list of badges, their points value, and how to earn them. Check out the latest competitions. See the current month’s leaders on the leaderboard. Top contributors can win prizes and gain recognition as Members of the Month. Member of the Month Community Members of the Month not only receive a prize but also get a shout-out post on the Community. We'll also share the post with your Quatnexa Team and inform your managers to ensure your contributions are acknowledged within your team. Contributing to the Community is a win-win situation. You help others, improve your skills, and earn recognition and rewards! Demo1. How to Maximize Value from Community Support
This handbook will walk you through the essential steps to take for effective troubleshooting and support on your project and within the Quantexa Community. 70% of Community Members were able to find what they were looking for on Community before posting a question. This handbook will serve as a step-by-step guide to seeking support effectively. In this guide we'll cover: How to Troubleshoot: Learn the initial steps to troubleshoot your issues before seeking external support. How to Search the Community Effectively: Tips on finding existing solutions and relevant discussions within the Community. Where to Raise Support Requests: Identifying the appropriate channels for different types of queries and issues. How to Write Good Support Requests: Best practices for crafting clear and comprehensive support requests. Tips and Tricks for Getting Answers Quickly: Strategies to ensure you receive timely and accurate responses to your questions. How to Contribute to the Community and earn prizes: Help out fellow Community members, climb the leaderboards and win prizes. By following this guide, you'll be well-equipped to navigate the support process, leveraging Community resources and ensuring your queries are resolved efficiently. Below is a full recording of our Community event: Maximizing Value from Community Support. On each of the subsequent articles you'll find video snippets linking to the relevant article.Recording Support for Live Quantexa Projects If your project is live please see our Support for Live Quantexa Projects articles.How to Write a Good Support Request
Writing a comprehensive support request allows accurate assistance from Community members and will ensure there are no delays in receiving support for your query. The below guide will walk through how to create comprehensive and clear support requests that will facilitate prompt and precise responses. See our Example Q&A: Is it possible to display selected-edge-details in an entity-to-entity perspective? for a comprehensive example of a Q&A. Although you can open multiple related queries, treat each one as a standalone question because different teams or Community members may handle them. Each time you raise a new post, fill out all the details comprehensively. If you find that you’re writing the same information each time, save that information so you can easily fill out the required fields in future requests. Example of a Good Support Request Let’s take a quick look at an example of a good support request: 1. Clear Title Example Title: "Is it possible to display selected Edge Details in an Entity to Entity perspective?" This title is effective because it includes specific keywords that clearly relate to the question and its components. 2. Detailed Description In the description section, provide as much detail as possible. Include: Objective: What you are trying to achieve. Context: Details of your setup, such as the type of environment you’re working in, recent upgrades, or any custom aspects of the project relevant to your query. Steps Taken: The path you took to arrive at the issue. Observations: What you’re seeing, including error messages, if any. Visual Aids: Screenshots or snippets of error messages are extremely helpful. Example Description: "I want to display selected edge details in the entity-to-entity perspective. I recently upgraded our system to version 2.5.2, and we have customized the interface extensively. Below is a screenshot of the current UI and the error message I am encountering." 3. Support Type Specify what you want from the post. This could be: How to configure a product feature Confirming if a behaviour is expected or a potential bug Seeking product advice on the best approach or best practice Upgrade support Example Support Type: "I want to understand the best approach to displaying selected Edge Details and confirm if the current behavior is expected." 4. Version Information Include detailed version information: Both major and minor versions. Version numbers of any other services or tools relevant to your query. Example Version Information: Platform Version: 2.5.2 Detection Packs Version: 3.1.0 Other Tools: Elasticsearch 7.10 5. Debugging Steps Detail the troubleshooting steps you’ve already taken. Include: Logs you’ve compiled. Links to Documentation. Related Community posts. Example Debugging Steps: "I have checked the logs (attached below) and consulted the Community posts about UI display issues but haven't found a solution." 6. Code Blocks If applicable, include code snippets directly into the provided code block. This can be done by clicking on the three dots on the right hand side of the formatting toolbar, and then selecting the {;} icon. A pop-up box will then appear in which you can insert your code, with the option to select the coding language used. 7. Tags Tags are like behind-the-scenes organizers that help categorize Community posts, making it easier for SMEs and other Community members to find those relevant to them. A list of tags will be available for you to choose from - select the relevant ones for your post. Please be sure to include: Components Version 8. Posting the Query Click "Publish" to post your query into the relevant platform topic. Sharing Sensitive Information As queries are visible to other Community members, we do not permit the sharing of sensitive information including any Personally Identifiable Information (PII). If you need to share sensitive data, please indicate this in your post and member of the Support Team will reach out to organise how to share this information. For more information please see the Quantexa Community Conditions of Use. Tips and Tricks Here are some additional tips to ensure you get the answer you're looking for as soon as possible: Be Specific: The more specific you are, the easier it will be for others to understand and help. Stay Organized: Structure your request clearly with distinct sections for different types of information. Follow Up: Keep an eye on responses and provide additional information if requested. By following these guidelines, you can raise support requests that are clear, detailed, and helpful, ensuring quicker and more accurate assistance. Demo
