Obtaining support

If you encounter issues for which you can’t get an explanation by reading through the error documentation and Diagnosing and debugging issues, or have a question, you may need to obtain support.

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Support

If you are a Dataiku customer or currently running an evaluation, you may contact Dataiku support, either by:

Guidelines for submitting a support ticket

Describe your issue. Include screenshots if it appears to be a front-end issue.

  1. Where did the issue happen?

  2. If something had previously been working, what did you recently change?

  3. Try to describe the set of steps you took that resulted in the error or issue you now see. Try to be precise!

  4. Let us know what you have already tried to do to fix the problem on your own, following the instructions on Diagnosing and debugging issues. Include any job or instance diagnosis files, as appropriate.

  5. Specify the appropriate and correct priority (please refer to the following section).

Defining the priority of a support ticket

We generally aim to be responsive with all support tickets. However, when opening a support ticket, please use the following criteria to specify the appropriate priority to help ensure that it is classified correctly:

  • P1/Urgent - Reserved for ONLY the most critical “system is down” situations where Agent Management is completely inoperative and/or your production environment is unusable. This can be a condition that is severely impacting Agent Management, where no procedural workaround exists.

  • P2/High - Reserved for serious or high-impact business conditions related to Agent Management that are severely affecting a substantial number of users and where no procedural workaround exists.

  • P3/Medium - A medium to low-impact issue in Agent Management that can involve partial but non-critical functionality loss. Alternatively, this may also be a minor issue with limited or no loss of functionality or impact in your environment for which a workaround is available. This should be the default priority selected for most issues and questions.

  • P4/Low - Agent Management is functional and there is no material impact on the quality, performance, or functionality of your environment. Relates only to proposed feature enhancements, proposed modifications, or other requests (such as documentation, usage help, etc.)