Welcome to Community Support.
This overview page will guide you to different areas that comprise Quantexa's support offerings.
If you need to open a new support query, you should post in one of the two spaces listed below:
Academy Q&A
The Academy Q&A Topic can be used by anyone in the Academy to get support on their course.
Quantexa Developer Support
Developer Support is for anyone seeking Developer support - this could be queries related to upgrades, error messages, or best practice for your project etc.
For more information on all the Community Spaces, check out our Community Spaces guide.
Platform Library
Articles, guides, and blog posts from Quantexa experts
Support KB
Tips & tricks for getting the most from support.
Community Training Program
Access the content of Quantexa’s basic training programs: User Foundations & Technical Foundations.
Resources
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. 💬 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 Request new Product features 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 📝Note: If you have registered for the Quantexa Community you'll also be able to access the Documentation Site. 🔌 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 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 Developer Support is for anyone seeking Developer support - this could be queries related to upgrades, error messages, or best practice 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.1. 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.5. 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. Using the Template When you click the "Ask a Question" button, a template will populate. Filling this template out thoroughly enables other Community members and support teams to fully understand your query and help you resolve it as quickly as possible. 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 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: Confirming if a behavior is expected. Understanding the best approach or best practice. Reporting a potential bug. 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: 5.2.1 Detection Packs Version: 3.1.0 Other Tools: Elasticsearch 7.10" 5. Components List the components your request relates to. Example Components: "UI Display, Edge Details, Entity Perspective" 6. 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." 7. Code Blocks If applicable, include code snippets directly into the provided code block. This can be done by clicking on the small paragraph icon on the left and selecting "Quotation Marks" and "Code Block." 8. Tags Tags are like behind-the-scenes organizers that help categorize Community posts, making them easier to find. Start typing, and a list of suggested tags will appear. Select the relevant ones for your post. Please be sure to include: Components Version 9. Posting the Query Click "Save" 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 and utilizing the provided template effectively, you can raise support requests that are clear, detailed, and helpful, ensuring quicker and more accurate assistance. Demo1. Support for Live Quantexa Projects
This page provides a guide to using each of the Quantexa Support channels available to all live Quantexa projects. Overview The Quantexa Support Service desk enables you to submit incidents or report errors related to The Quantexa Platform, as well as administrative requests for user access to particular resources. The following image displays the available options: Figure 1. Quantexa support query options For more information on each of the following request types, see the following sections. Report an incident Report an incident to Quantexa Support if you encounter technical problems with the platform. Complete the following steps to report an incident to Quantexa Support. Navigate to the Report an incident form. Choose the Severity level of the issue from the dropdown provided. The severity levels have a ranking from one to four, with one indicating the highest priority issues. For Severity One (SEV 1) or Severity Two (SEV 2) issues, you must call the Quantexa Helpdesk directly. To find the Helpdesk number for your country, see the Quantexa Support Helpdesk numbers. Provide a short description of your issue in the designated Summary field. Next, enter your Quantexa version number. This is the major release number for your version of The Quantexa Platform, such as 1.x or 2.x. Enter the name assigned to The Quantexa Platform within your organization. In the Description field, provide as much information as possible about the issue, including the environment, affected services, and the details of any error messages that you may have received. Finally, attach any files that are relevant to describing your issue. For example, a screenshot of an error you have received. Add or remove users Only nominated users from your organization are able to access the Service desk. If you wish to add an additional user to a specific group, or remove an existing user, complete the form to Add or remove existing user. Ensure that you provide the complete and accurate details for the relevant team member. In the Summary field, provide the reason for adding or removing the user from the group. For the Description, provide the following information for the individual to be added or removed: Full name Role in the organization Email address from your organization’s domain Contact number Calling the Helpdesk In cases where your query is not resolvable through one of the preceding forms, or your issue is a SEV 1 or SEV 2 level incident, call the Helpdesk using the correct contact number for your region. To view the available numbers and their associated regions, see Helpdesk numbers.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 Topic 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! Demo6. Tips & Tricks to Ensure you get the Answer you're Looking for ASAP
When you’ve curated your question and posted it on the Community, you naturally want to get the best answer as soon as possible. Here are some tips and tricks to ensure you achieve this: 1. Respond Promptly to Follow-Up Questions If a Community member responds to your query with follow-up questions or suggested solutions, provide comprehensive answers to their follow-up questions. If the proposed solution doesn't work, clearly and concisely explain what you’re seeing and why it didn’t work. Again including screenshots here can be really helpful. 2. Rejecting Answers If the follow-up questions or potential solutions aren't what you're looking for, you can reject them as answers by selecting "No" next to "Did this answer your question?" Rejecting all comments on a post moves your question back to the unanswered list, increasing its visibility for more potential solutions. 3. Marking Best Answers If you find a solution that works, mark "Yes" next to "Did this answer your question?" This action pins the answer to the top as the best answer. It helps other Community members easily find the solution without scrolling through all the comments. It also notifies the Community and triage teams that your question has been resolved. 4. Staying Updated on Posts If someone else in your team posted a query but you want to stay updated on its progress, bookmark the post. This ensures you receive notifications whenever the post is updated, commented on, or marked with a best answer. To do this, click the small chevron icon at the top next to the title. Whilst you may want to stay updated on your colleague's posts, we recommend having one person in the team responsible for each post to keep the process streamlined. 5. Managing Notification Settings To ensure you receive notifications: Navigate to your profile by selecting your avatar in the top right corner and then select 'Account & Privacy' settings. On your profile page, click the 'Notification Preferences' in the right-hand side panel. Choose the notifications you want to receive - the bell icon is for notifications on the Community and the tray icon is for emails. Make sure to enable all notification options for posts, especially: New answers on my question Send me a follow-up for my answered questions New comments on my posts New comments on my bookmarked posts I am mentioned New comments on posts I've participated in These settings will help you stay updated on all of your posts and ensure you don’t miss any important updates. Demo3. How to Search the Community Effectively
If debugging doesn't solve your query, the Community can be an excellent resource for finding additional information and solutions. The Community contains a wealth of questions & answers, articles and discussions that might address your issue. Before posting your own query, we recommend to search the Community first. The answer you're looking for might already be available, saving you considerable time and effort. Tips for Searching the Community 1: Use Keywords Begin by using specific keywords related to your issue. For this example, we'll use 'asktimeoutexception'. Entering precise keywords increases the chances of finding relevant discussions and articles. 2: Utilize Quotation Marks If you are looking for an exact word or phrase, use quotation marks around your search term. For instance, searching for "asktimeoutexception" will return results where this exact phrase appears. 3: Explore Additional Search Options Under your search query you’ll notice a navigation bar with some buttons showing different types of information and areas of the Community; for example, selecting Articles brings up results from the Community Library. These filters are a great way to help find the type of information you’re looking for quickly. 4: Filter by Discussions If you want to see if another Community member has posted a question similar to yours, filter the results to show discussions. To do this: Select the "Discussions" Filter: This filter will display all discussions related to your search term. Refine by Discussion Type: On the right-hand side you can further refine your search by selecting specific types of discussions from the filters. For example, if you are interested in questions, untick the boxes for ideas, discussions, and polls, leaving only "questions" checked. Filter by Tags: If your issue pertains to a specific version, or component you can use tags to narrow down the results. For example, if you're using version 2.3, look for a tag related to version 2.3. 6: Review the Results After applying filters, review the results to see if any of the discussions match your query. Open and browse through relevant discussions to find information that might help resolve your issue. 7: Check the Community Library In addition to discussions, the Community Library is an invaluable resource. It contains articles written by subject matter experts (SMEs) from across Quantexa. These articles provide complementary advice to that found on the Documentation site. How to Search the Community Library: Select the "Articles" Button: This will show results related to the Community Library. Apply Filters: Use the filters on the right-hand side to refine your search. For example, you may know of a specific author whose content you want to view. Utilize Article Features If you find a relevant article: Use the anchor points on the right hand side to go directly to the section of the article you're looking for. Leave feedback on the article - by selecting 'Yes' or 'No' under 'Was this article helpful?' If you select 'No', feel free to reach out to the Community Team or leave feedback in our Community survey, suggesting improvements or additional content. This feedback helps improve the Community resources for everyone. By following these steps, you can effectively search the Community and potentially find the information you need without having to post a new query. Demo2. General Troubleshooting Tips
Before posting the question to the Quantexa Community, we recommend to try troubleshooting yourself - this is the fastest way to resolve your issue. Read through this article to ensure you have tried your best before reaching out to any support resource. Gather details of the issue Here are some commonly asked questions that can help the Support Team and Community members triage issues effectively. These questions are designed to gather essential information to diagnose and resolve problems efficiently. Each question's importance is also explained. Briefly explain your task and what you were trying to achieve. To understand the context of the issue better. Is this about error understanding, bug reporting, or advice on feature development? To understand the nature of the issue. What are the versions of Quantexa Platform, and other third-party components, you are working with? Knowing the versions of the Quantexa Platform and third-party components helps us find precise information, including fixed issues and new features, and navigate to the correct documentation. Is the issue occurring in UAT, Prod, Dev, or multiple environments? Have you replicated the issue across different environments? To rule out whether the issue is caused by a specific environment or data set. Is the issue consistently reproducible? To determine if the issue occurs consistently or randomly. When did the task work as expected previously? Knowing the last working snapshot can help identify the possible root cause by pinpointing any configuration or data changes within that time period. What did you expect to happen, and what actually occurred? When did you first notice the issue? Similar to Q6, knowing the context as well as pinpointing the possible cause Have there been any recent changes to the configurations? Please include details about relevant component versions (Elastic Search, Spark, Database). Identifying recent configuration changes, including version changes of relevant components, helps pinpoint actions causing specific issues. Addressing one problem at a time allows for effective monitoring of changes and their impacts. Have you followed the guide, e.g. migration guide of 2.0.0, in the Documentation? Are there any non-standard setups or configurations you are aware of? Following the best practices in guides is recommended for upgrades, migrations, or new feature enablement. Awareness of any non-standard setups or configurations is important, as they may be a possible root cause of the issue. Are there any error messages encountered? What are the relevant logs and stack traces? Error messages are usually meaningful and directly indicate what went wrong in the application. Collecting complete stack traces helps to better understand which exact configurations or inputs are causing the issue. Prepare screenshots or GIFs demonstrating the problem. Recording what happens in the UI and how the problematic behavior develops can be very useful. Screenshots or GIFs help clearly demonstrate the issue and make it easier to share replication steps with others. Search the resources available Quantexa Community Quantexa Documentation Project Example in Quantexa GitHub Documentation of Third-Party components, e.g. Elastic documentation Communities of Third-Party components, e.g. Elastic Community Google (I don’t think you need a URL ) Searching tips: Avoid searching for a long sentence Avoid generic terms Search precisely by adding quotes in some phrases Search by the accurate terminologies used on the Quantexa Platform Debugging Depending on what application components you are encountering the issue, here are some handy articles for self-debugging. Common errors encountered in Quantexa Platform development: Common Errors Common Elastic Loader errors Specific debugging on components: Task Loading: Debugging Tips - Part 1/2 Task Loading: Debugging Tips - Part 2/2 Batch Resolver Troubleshooting Guide Project Example - Troubleshooting the Smoke Test Scoring - Troubleshooting Tips & Tricks for Managing Large and Complex Networks Tips and Tricks for Understanding Entity Lab
