Community Manager
Community Manager

When you notify us of an incident or an error in the software, we will confirm the receipt within the agreed reaction times, and will request additional information if required. Exasol does not send you automated replies; even if you get a standard reply, it means that a support agent has read and understood your inquiry and has started working on the ticket. 

 

The following picture describes this timeline:

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After receipt of the qualified error report, we will attempt to reproduce the error. If the error can be reproduced, our support agents will inform you within the processing time whether the cause is a software error and will provide an estimated time until a solution or fix is available.

If necessary, our support agents will discuss the next steps with you and may suggest a work-around to avoid downtime or operational problems. Once a workaround is provided, the solution time ends.