Support Information

How to add watchers to support ticket in the Jira Web Frontend Step 1 In the issue view panel click on "Workflow". Step 2 Click on "Add Participants". Step 3 Enter the email address you want to add to the ticket and confirm. Additional Notes Please make sure to provide a valid, existing email. The email address will receive notifications regarding the specific ticket and will be allowed to comment on the issue via mail. For data security reasons we cannot provide a User Picker here, as it cannot be restricted to show only a subset of the existing JIRA users.

There are three ways to get in touch with support: - Log a ticket - Send an email - Call our 24/7 hotline Open a ticket -from the Support Dashboard Send us an email - at service@exasol.com for any enquiries regarding your database. Call our Hotline If you have Standard Support or Premium Support, feel free to call our hotline. If you are calling for the first time, please have your Customer PIN available. Toll America: (415) 363-5510 Toll Europe/Rest of the World: +49 911 2399 110

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: 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.

Background If an analysis of system dictionaries is required for trouble shooting or correction work, we usually login to the database by using a special database user, whose access privileges are limited to system dictionaries. Thus, direct access to the data tables of the database is not possible. Explanation You can use the below SQL Statements to create the user with the necessary permissions. Once the user is created, please share the password with Exasol support in a secure way. Exasol versions < 6.1: CREATE USER exa_debug IDENTIFIED BY "secure password"; GRANT CREATE SESSION TO exa_debug; GRANT SELECT ANY DICTIONARY TO exa_debug; Exasol versions >= 6.1: CREATE USER exa_debug IDENTIFIED BY "secure password"; GRANT CREATE SESSION TO exa_debug; GRANT SELECT ANY DICTIONARY TO exa_debug; GRANT EXPORT TO exa_debug; Additional References Access to data Overview of Professional Services

On this page, we provide you with the Terms and Conditions. In general, the Exasol quote or agreement indicates the name of the terms and conditions or the applicable law relevant for the contractual relationship. If this is not the case, please select the document according to the following specifications: Documents under German law if you are a customer/partner located in Europe (DACH-region, Nordics, France, Spain, Italy, Benelux etc.) with the exception of the UK; or if you are a customer/partner located in Russia; Documents under UK law if you are a customer/partner located in the UK; Documents under US law if you are a customer/partner located in the United States of America or the rest of the world (Middle East, Africa, Asia, Australia, Canada and South- and Central America) with the exception of Russia. In case of Cloud Services the documents of Exasol Cloud Computing GmbH are applicable regardless of your location. If you have any questions, please contact legal@exasol.com Documents under German Law Corporate Name Language Subject Download Exasol Europe Vertriebs GmbH German Vertragsbedingungen für Softwarelizenzen, Appliances und Services GER_T&C_Software_and_Services_DE.pdf Vertragsbedingungen für die Softwareevaluierung (PoC) GER_T&C_Evaluation_DE.pdf Reselling: Endnutzer Lizenz- und Servicebedingungen GER_T&C_Reselling_Standard_DE.pdf English Terms and Conditions for License, Appliance and Services GER_T&C_Software_and_Services_EN.pdf Terms and Conditions for Software Evaluation (PoC) GER_T&C_Evaluation_EN.pdf Reselling: End User License and Service Terms and Conditions GER_T&C_Reselling_Standard_EN.pdf Exasol Cloud Computing GmbH German Vertragsbedingungen für Cloud Services der Exacloud GER_T&C_Cloud_DE.pdf Reselling: Endnutzerbedingungen für Cloud Services der Exacloud GER_T&C_Reselling_Cloud_DE.pdf English Terms and Conditions for Cloud Services of Exacloud GER_T&C_Cloud_EN.pdf End User Terms and Conditions for Cloud Services of Exacloud GER_T&C_Reselling_Cloud_EN.pdf General T&C for Exasol Partners under German Law Corporate Name Language Subject Download Exasol Europa Vertriebs GmbH German General T&C for Exasol Partners GER_T&C_Exasol_Partner_Agreement_DE.pdf English General T&C for Exasol Partners GER_T&C_Exasol_Partner_Agreement_EN.pdf Documents under UK law Corporate Name Language Subject Download Exasol Europa Vertriebs GmbH and Exasol UK Limited English Software Licence and Service Agreement (EULA) of Exasol UK_EULA_Software_and_Services.pdf Evaluation System Terms and Conditions of Exasol UK_T&C_Evaluation System.pdf General T&C for Exasol Partners under UK Law Corporate Name Language Subject Download Exasol UK Limited English General T&C for Exasol Partners UK_T&C_Exasol_Partner_Agreement_EN.pdf Documents under US law Corporate Name Language Subject Download Exasol Inc. English Software Licence and Service Agreement (EULA) of Exasol USA_EULA_Software_and_Services.pdf Evaluation System Terms and Conditions of Exasol USA_T&C_Evaluation_System.pdf General T&C for Exasol Partners under US Law Corporate Name Language Subject Download Exasol Inc. English General T&C for Exasol Partners US_T&C_Exasol_Partner_Agreement_EN.pdf Exasol Privacy Policy Corporate Name Language Subject Download all English Privacy policy EULA Privacy_Policy_Customer.pdf

A qualified error report includes the following information: The description of your issue or service request should be as clear and detailed as possible. Include important information such as the affected database instance or cluster, the specific date and time the issue occurred, the affected session ID, etc. The appropriate support priority for your issue If Exasol does not have access to your system, you need to upload your log files. For more information, refer to our documentation For issues involving performance issues, we may need additional statistics for the entire database. You can use the scripts attached here to download these. In addition, if a particular query is running slower than expected, we will need profiling information to investigate these.

When you create a ticket, you should select a priority based on the following criteria: Critical (Blocker) - Impairment of business-critical processes, e.g. processes with high priority and a fixed time frame cannot be processed in due time. There is no possibility to avoid the Error; proper operation is generally not possible. Important note: If you have to create a CRITICAL or MAJOR ticket outside GERMAN (CET/CEST time) business hours you must additionally call our support hotline. Major - Impairment of important functions, e.g. processes with high priority can only be processed with extensive workaround solutions; work with the Software is significantly limited. Normal - Single functions of minor importance are not available or important functions are available by working around the problems; the Error affects only a function or module that the Customer does not need or use continuously and/or essentially. Furthermore, the system functionality is not affected or at least not substantially limited. Minor - An Error occurs, which does not have severe effects. Miscellaneous disturbances/ feature requests to the product with low priority.

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Add watchers to support ticket in the JIRA Web Frontend

How to Get in touch with Support

Error Processing Timeline

How Exasol Connects to Clusters

Debug User for Exasol Support

Terms & Conditions

What is a qualified error report?

Priorities

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