Understanding Support During Upgrades: Where to Turn When Issues Arise
During an upgrade, you may encounter unexpected issues, from dependency conflicts to confusing migration errors. Knowing where to turn for help, and what information to provide, is key to resolving these issues quickly and keeping your project on track. This guide outlines the recommended support process, from self-service troubleshooting to engaging with the Quantexa Community and support options. The Support Process: A Tiered Approach Follow this tiered process to get your issues resolved efficiently. Tier 1: Self-Service & Troubleshooting Before reaching out for help, there are several steps you can take to diagnose the issue yourself. This is often the fastest way to a resolution. Review Your Trackers: Check your Customization Tracker and Issue Tracker. Is this a known issue or related to a high-risk customization you've already identified? Has another team member already logged and solved a similar problem? Consult project-example: Quantexa's reference project is an invaluable debugging tool. Verify Migrations: project-example contains a commit history showing exactly how each automated and manual migration was applied for a given version hop. Compare the problematic area of your code against the equivalent in project-example to see if you missed a step or implemented a change differently. Identify Best Practice Deviations: A high percentage of upgrade issues stem from project customizations that deviate from Quantexa best practice. If you are having trouble with a component, comparing its structure and patterns to the project-example implementation can often highlight the difference that is causing the problem. Check for Common Problems: Many upgrade issues fall into a few common categories. Before digging deeper, review this checklist: Is it a dependency clash? Upgrades often bring new versions of third-party libraries. If you see errors like NoSuchMethodError or ClassNotFoundException, it's often a sign that a library version is incorrect. Ensure your project is sourcing library versions from the official Quantexa Bill of Materials (BOM) wherever possible. Is it a missing dependency? If your build is failing because it cannot download a specific artifact, double-check that you have uploaded all the required dependency bundles (including for components like Data Packs) to your artifact repository. Is it a customisation-related breaking change? If an error is occurring in or around a piece of custom code, it is highly likely that an underlying product API or class it was relying on has changed. This is the most common source of upgrade issues. Tier 2: Community & Formal Support If you've ruled out common problems and are still stuck, it's time to engage with the wider Community and Quantexa's formal support options. Action: Raise a Support Request on the Quantexa Community Site. This is the primary mechanism for getting help. To ensure your request is handled efficiently, follow these best practices: Read the Guides: Familiarize yourself with How to Maximize Value from Community Support and How to Write a Good Support Request. Use the 'Upgrade' Tag: When creating your post, add the Upgrade tag. This helps route your request to the correct subject matter experts (SMEs) more quickly. Provide Rich Context: Your support request should be as detailed as possible. Include: The version you are upgrading from and to. The exact error message and full stack trace. A description of what you were doing when the error occurred. Relevant code snippets (if possible). Details from your troubleshooting so far. By following this structured approach, you can ensure that when you do need help, you get a fast and effective resolution, minimizing delays to your upgrade timeline.