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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 portalResources for Investigators 🔎
📚️ Did you know you can find everything in the Community tagged with Investigators in one place? Check it out here: Investigators We’re excited to announce our upcoming session based on the very popular article Tips & Tricks for Managing Large and Complex Networks by Stacey_Parsons. In this session, Stacey will team up with Mark_Cossey, Head of Product Design, and Matt_Long, Head of AML Solutions, to delve into practical strategies and new… The Investigator collection includes: A day in the life of… Investigator including: Fraud Manager Investigation Team Leader Chief AML Officer Tips & Tricks for Managing Large and Complex Networks A Tale of Two Investigations: Transforming Financial Crime Risk Monitoring and Investigations All Investigations are created equal…right? Investigating Network Fraud: 4 Key Areas for Investigators Quantexa Certifications from the Academy: Quantexa Investigations Series: AML Investigator - This course for AML Investigators teaches individuals how to combine many of the key components of the Quantexa Platform (presented in the Quantexa User Foundations program) to facilitate their ability to conduct an AML-themed Investigation. Quantexa User Foundations (QUF) - This program introduces the key concepts of the Quantexa Platform for end-users, such as Analysts and Investigators, through tutorials, demos, and easy-to-follow guides. Having completed the program, learners will understand the core concepts and how to use the key UI components of the Quantexa Platform - based on a Know Your Customer (KYC) use case. These resources are also available through the Community Training Program for all Community members to access. 💭 Don't forget to join the Financial Crime user group for industry & solution focussed discussions & events on financial crime and fraud detection, prevention and investigation.Resources for Data Scientists 📈
Here are the best posts and articles from around the Community for Data Scientists: 📣 Announcements & Discussions Quantexa's AI Roundup - 2023 MLflow at Quantexa Welcome to Quantexa 2.6 | 2.6.0 Release Announcement Advancing Correspondent Banking Insights: Identification of non-customer entities How can Quantexa networks enhance your machine learning models? Rethinking MDM and Our Approach to It - Complete Blog Series is out! 📚 From the Community Library Predicting Risk through Network Shape Realistic Synthetic Graph Generation Using Graph Context at the Document Level What can Network structure tell us about risk? Automatic Data Cleaning Through Data Normalisation and Statistics Revolutionizing SME Classification: Quantexa's Scalable Solution Introducing QPython Scoring Concepts: Network Generation & Design Using QPython for Analytics and Data Science Teams Is there a topic you'd like to see covered that we haven't included here? Comment below ⬇️ or contact the Community team at mailto:[email protected].📈 Getting the most out of the Quantexa Community 📈
📌 Start with the Welcome Post - full of information on how to get started. 👍 Use Reactions - Show appreciation or agreement by liking others' comments & posts. It's a quick, easy way to engage. 📣 Mention Others - Want someone to see your message? Just type username and they’ll get an email notification. 🔔Update your You’ll receive a notification if someone mentions you or posts to a discussion that you’ve bookmarked. You can set notifications from the Edit Profile page. 🏆 Check out what’s going on with other Community members on the Points, Badges & Leaderboard page. ℹ️Looking for how to get the most out of support? Visit our Quantexa Support Guide.Product Roadmap & Ideas Portal
The Product Roadmap & Ideas Portal is where you can share feedback and influence the future of the Quantexa Platform. This unified portal allows you to view the upcoming features and updates we’re working on, vote on what’s important to you, and submit new ideas if something important to you is missing from the roadmap. By using this portal, you’ll have direct visibility into the direction of Quantexa and the chance to shape its evolution with your input. How Do I Use the Product Roadmap & Ideas Portal? Explore Roadmap Initiatives The portal showcases a range of initiatives—features and improvements—that our team is currently working on or planning. Each initiative is organized in a clear, easy-to-navigate layout. Provide Feedback on Initiatives You can share your thoughts on each initiative by rating its importance to you. Your feedback can help us understand how features impact your use of the platform. Important / Critical: Let us know which features are most essential to your work or business. Nice-to-Have: Share any features that would be useful but aren’t a top priority for you. Providing as much detail as possible in your feedback helps us make informed decisions. Feel free to include specific examples or use cases where the feature would be useful. Submit a New Idea If you don’t see a feature or initiative that fits your needs, you can submit a new idea directly through the portal. When submitting an idea, you'll be prompted to include: Summary / Title: A brief description of your idea. Business Area / Problem Domain: The business process this idea relates to. Product Area: Which part of the Quantexa Platform the idea addresses. Detailed Information: A clear explanation of your idea, including background or context. A helpful way to frame your idea is: “When [activity], I want to [action], so that [desired outcome].” Importance: How critical is this feature to your needs? How Does the Product Team Review Feedback and Ideas? Once feedback or a new idea is submitted, the Product Team reviews it to see if it aligns with our upcoming plans. Here’s what happens: Roadmap Feedback: If your feedback is related to an existing initiative on the roadmap, we’ll consider it and keep you updated on any progress. You may also be invited to participate in sessions related to your feedback through our User Research Panel. New Idea Submission: If your idea isn’t part of the current roadmap, the Product Team will assess its potential and decide whether to add it to future plans. You will receive notifications about any changes or updates to the ideas or initiatives you’ve provided feedback on, so you can stay informed on the progress of your suggestions. How to Stay Engaged Subscribe to the Product Roadmap & Ideas Portal page: To receive email or Community inbox notifications when there are updates on the roadmap.Welcome to the Product Roadmap🚀
Discover how our Product Roadmap is designed to enrich your ideation experience and deepen your involvement in our product development process. With many diverse use cases for the Quantexa Platform, we know our strategic direction might not always align perfectly with every idea. That’s why it’s important for us to share our overall vision, helping keep things focused while allowing for a wide range of ideas. This area gives you a clear view of our product roadmap and the chance to share your feedback so that together, we can shape the future of our offerings. 🔐Please ensure you're signed in to access the Product Roadmap. How to Use the Roadmap Explore initiatives that are on the Roadmap, Under Consideration, or have already been Released: Open each tile to find more details. Here, you can let us know which items are not important, nice-to-have, important, or critical to you: In the text box, be sure to provide as much context and detail as possible to help us properly incorporate your feedback. Have an idea that isn't related to anything on the roadmap? For new ideas, use the form below the roadmap to submit an idea directly to our Product Team. All submitted ideas will be reviewed and, if selected, added to the related area on the roadmap. What to Expect Our Product Team reviews feedback and ideas and adds them to relevant initiatives on our roadmap. You'll receive notifications when there are updates on the initiatives you've left feedback on or on your submitted ideas. We may reach out from time to time to invite you to give additional feedback on the initiatives you've voted on and commented on. You can also join our User Research Panel if you're interested in doing this more often! Subscribe (🔔+) to Product Releases to receive notifications about the latest releases.How to Raise a Good Support Request
Search First step! Have you searched the Community site for your error or other posts around the same technical topic – is there anything relevant? Preparing to Request Support In order to request support we highly recommend reviewing our guide on Maximizing Value from Community Support (login required), which outlines: How to Maximize Value from Community Support General Troubleshooting Tips How to Search the Community Effectively Where to Raise Support Requests How to Write a Good Support Request Tips & Tricks to Ensure you get the Answer you're Looking for ASAP How to Contribute to the Community (and Earn Rewards) You will need a concise description of your problem with enough detail for someone providing support to get back to you with suggestions without lots of back and forth (they may be in a different time zone). Security of Information You should always be careful to avoid contravening any data security policies. Typically you will need to make sure you have removed any Personally Identifiable Information (PII) from any data shared as part of a support request (Logs/screenshots/error messages). Details to Include Issue Summary What you're trying to do: Briefly describe your goal (e.g. running a build, deploying a model, viewing UI results). What you expected to happen: One line on the expected outcome. What actually happened (incl. error): One or two lines + include full error message or stack trace (sanitized). What you’ve tried to solve the issue already and a summary of any relevant information you gathered as part of your independent troubleshooting (eg. Links to documentation or previous support requests) Issue Type: Help in understanding an error/Report a potential bug/Advice on development approach for adding a feature Quantexa Version (be as specific as possible (e.g. 1.5.2.5, rather than 1.5). If using incubators/datapacks code then note the version of this may differ from your Quantexa Platform version. Any other relevant component version details e.g. Elastic Search, Spark, Database Environment: UAT/Prod/Dev - this can help when we want to suggest things to try as often prod is locked down so you may not be able to perform some operations. Has the issue been replicated in multiple environments? If something has broken, when did it last work as expected. Anything relevant you’re aware of that has changed since it last worked As an example, a common issue that has been seen is that a support request has omitted an important side detail (like changing a database password) Obviously, include any error messages, with the full stack trace of the relevant logs, ensuring you have found the first error message. As mentioned above, make sure you remove any sensitive data Describe any non-standard setup/config you’re aware of. Where applicable, add screenshots/GIFs to show the problem (again, subject to redacting any sensitive data) ScreenToGif - Record your screen, edit and save as a gif or video can be a good app to easily display the issue (e.g. in UI). If recording is more than a few seconds then recording a video is preferable because long GIFs can be hard to follow.📖Decision Making Beyond Local Graph Context
When investigating an Entity in the Quantexa Graph, how do you ensure you're not missing critical context? Expanding through the Graph can reveal important connections, but going too far can lead to information overload. This new article by explores how Multi-hop Graph Analysis helps investigators uncover hidden relationships by analyzing the Graph in its entirety—beyond just proximity. Using Quantexa’s Knowledge Graph framework, Matt explores an example of how this approach identified 65 new Entities linked to financial crime that weren’t flagged in public investigations. 🔎 Learn how Multi-hop Graph Analysis enhances investigations, from AML to risk management and beyond. 📖 Read the full article: Decision making beyond local Graph context - Quantexa Community Background When investigating an Entity in the Quantexa Graph, it is common for an investigator to start from the Entity in question, and expand through the Graph along related documents and Entities to find relevant linked information. This is standard practice in many contexts, for example in various risk applications,… You can also watch the webinar recording to hear from Matt directly: How Knowledge Graphs Help Identify Bad Financial Actors and Commercial Opportunities at Scale In this session, you’ll learn how multi hop graph techniques explore proximity and paths to illuminate relationships and communities of interest.🤝Quantexa Community Conditions of Use🤝
When you use the Quantexa Community, you join a community of people from all over the world. This community has been created so that you can exchange ideas, converse and meet other Quantexa users. This is your community. Help us to keep it safe, friendly, fun and helpful. By joining the Quantexa community you agree to receive occasional emails from the Community team to keep you in the loop - you can unsubscribe to these from the notification settings within your profile. Rules of Engagement Do not post material that is confidential to you, your organisation or to a third party (please see the 'Sensitive content' section below for further details). Be polite and respectful in your posts and in your replies to other people. Keep conversation threads on track and constructive. Cite the source of anything you post or upload if it isn't your own original content. SPAM or misinformation will not be tolerated (please see the 'Misinformation' section below for further details). If you see content that you think violates these guidelines, follow the guidelines below to submit it for review by our Community team: How to flag inappropriate content. Click into a post you want to report Click the gear icon at the top right just under the navigation bar Select "Report" from the dropdown menu Give a brief description as to why you believe this post is inappropriate Click the "Report" button Flagging a Community post will notify the Community team, it’s not automatically taken down. Reported content is reviewed according to the community guidelines. Please provide a rationale for why you think the post is inappropriate. Only content which violates these Community guidelines will be moved. ℹ️ When a Community post has been 'flagged' it will remain on the Community site until the Community team has reviewed it. Sensitive content We hope to protect all Quantexa users. That's why we have rules around what's allowed on Quantexa Community and what to do if you see content that doesn't follow these policies. ℹ️ Failure to follow the security rules described below can potentially compromise sensitive data. Please only refer to your organisation if you have permission to do so. Do not publish personal data or sensitive technical information. Do not copy and paste product source code. Do not screenshot or share private and/or sensitive content. As this is a professional community, we recommend using your real name as your username so people know who you are. Misinformation Certain types of misleading or deceptive content with serious risk of harm are not allowed on Quantexa Community. This includes certain types of misinformation: if a post is flagged as misleading, we reserve the right to remove it. Please note all views on the Quantexa Community are posted by individuals and do not necessarily represent the views of Quantexa. ⚠️ Please take these rules seriously. Quantexa reserves the right, at its sole discretion and without any obligation to do so, to review and remove user-created services and content at will and without notice, as well as delete content and accounts. Quantexa reserves the right, at its sole discretion, to permanently ban participants or terminate access to the Community.How to Maximize your Search Results on the Community
When you search the Community you can find a wealth of support, knowledge and best practices at the click of a button! Key words are always important but you can take it one step further and use our search filters to find the specific content you are looking for easily. How to filter search results: To start with enter your search query in the search bar – in this example we’ll be looking for results containing Entity Resolution. Under your search query you’ll notice a navigation bar with some buttons showing different types of content and areas of the Community. Clicking on these will bring up different results and are a great way to help find the type of content you’re looking for quickly. Discussions: Click Discussions if you’re looking for support, ideas, or you want to get involved in conversations around your search query. To the right hand side you will see some additional filters you can apply such as: Topic – filter to only show discussions in a particular area for example, if you select Quantexa Platform developer support Q&A will show. Tags – filter to only show discussions that are within a specific category . Articles: Click Articles if you’re looking for in-depth blogs on your search term including best practice guides, thought leadership blogs, and technical blogs. To the right hand side you will see some additional filters you can apply such as: Knowledge Base – use this filter if you want to look for a specific type of blog e.g Technical Blog or Thought Leadership Blog. Places: Click Places to see all areas on the Community mentioning your search term. This will include Topics, Community Library, and User Groups. Events: Click Events to find upcoming events relating to your search. Events are a great way to stay up to date on your areas of interest, and meet people in your field.
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