Our Issue Processing Timeline 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: If the problem is verifiable, Exasol will inform you within the processing time whether the problem is a Software Error and will provide an assessment as to when a solution will be available or when the error will be fixed. If the problem is not verifiable, Exasol will inform you regularly within the processing times about the status and next steps of the Root Cause Identification. This may include requests for additional information or to conduct tests in the affected environment. 
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What is a Qualified Issue? A qualified issue includes the following information: The description clearly depicts the issue and, if applicable, which activity led to the occurrence of the issue. The ticket contains the following information: - Time and date of the issue occurrence - Affected database - Affected cluster - Session ID affected (if applicable) - Error message (if applicable) - Priority was set For performance issues, we may need additional statistics for the entire database. In addition, if a particular query is running slower than expected, we will need profiling information to investigate these.
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Which ticket priorities does Exasol use? When you create a ticket, you should select a priority based on the following criteria: Critical (Blocker) - Impairment of business-critical processes that are not processed in time. There is no possibility to avoid the Error; proper operation is generally not possible.  Important note: If you have to create a ticket with priority "CRITICAL" 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 using a Workaround; 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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To ensure smooth communication between you and Exasol via our Online Support Portal, we need you to assign specific persons to the service roles described here: MyExasol User Manager This role manages your organization-wide access rights to our Online Support Portal. During the on-boarding process, the MyExasol User Manager receives a company PIN and can forward it to all the users, who should be granted access to the support dashboard. As MyExasol User Manager, you will be informed each time that somebody registers by using your company PIN. You have the possibility to confirm the registration or to reject it. Of course, the MyExasol User Manager can revoke the access rights at any time. Decision Maker The "Decision Maker" decides on all system changes with a permanent system impact, such as the installation of new releases or the restoration of a database backup. Incident Manager The Incident Manager is the single point of contact for all communications related to Incident Support. The Incident Manager may also authorize emergency changes for the purpose of incident resolution.
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This article describes the process Exasol uses to connect to your cluster
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Background The above following steps will change your email address for your profile.  However,   your login name will remain the same, which is usually the email address you registered with... How to change my email address in the Exasol User Portal / Ticket System? Step 1 Log into our portal using your current credentials (https://www.exasol.com/support/login.jsp   or   https://www.exasol.com/portal/login.action) Step 2 If necessary, switch to the Issue Tracker view through the top-left menu icon:   Clicking your profile picture/avatar on the top-left and selecting Profile from the drop-down menu:     Step 3 In the   Details   section, click the pencil icon to edit your profile details:     Step 4 The Edit Profile screen is displayed where you can edit your display name, email address, and password. For enhanced security, Jira requires you to confirm your password when changes are made to your profile. Step 5 Click   Update   to save the changes. 
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The definition of up-time is defined as "The time on which the database is available for logins, accepting connections, available for read and write operations". The time is calculating by pulling information from EXA_SYSTEM_EVENTS table values: - Event type: Startup (up-time) - Event type: Shutdown (downtime) For scheduled maintenance tasks, the up-time must be recalculated as this scheduled maintenance will be shown as event type "Shutdown".
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As a customer i want to create, track and follow up on any issues reported to Exasol Support.
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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.
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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
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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
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