Creating a Tecton Support Ticket
You can create a support ticket using the following methods:
- Through the customer support portal
- Using Slack
- Using email
We prefer you use the customer support portal because:
- You can set the priority of your issue
- We only guarantee SLAs for questions logged through the portal
- Multiple Tecton team members to help answer your questions.
Prior to creating a ticket, see these resources to see if they can help with your issue:
Creating a support ticket via the customer support portal
The customer support portal is located here. If you’re not able to log into the customer portal, please make a request by asking a member of Tecton’s Customer Success team. In addition to creating a ticket in the portal, you can also use the portal to look for requests you and your team have logged.
The most common ticket types are Technical Support, Suggest a new feature (for product enhancement requests), and General Questions.
This is the person who will receive emails about updates to the ticket. If you want multiple people to receive email updates, let Tecton Support know once the ticket is opened.
Provide a summary of the issue you are facing.
Provide as much detail as you can about what you’re asking for, as this helps us avoid having to request more information from you and delay the time it takes to resolve your issue. (If this is a technical support request, please see below for what information we need for each type of issue)
The following table explains what priority level you should use when filing a tickets.
|Priority Level||When to use|
|P0||Critical: Due to a Tecton problem, my production model is down, causing a major outage. I have no workarounds. This priority will page our on-call engineer 24/7. Please do not use for feature services not in active production use.|
|P1||High: I am using Tecton in production, and due to a Tecton problem, my production model is seriously degraded. I may have a workaround, but it is cumbersome. This priority level is also reserved for customers in production.|
|P2||Medium: For a question or technical support issue in either production or development, and I am delayed while getting resolution to this question.|
|P3||Low: For a question or technical support issue that is not impacting production serving or blocking development.|
There are two ways you can raise a ticket on Slack via the Atlassian Assist bot:
In your Slack channel with Tecton, you can type
/assistto raise a request.
You can raise a request by tagging a ticket emoji to a Slack message. All messages within the Slack thread will be synced with the Jira ticket.
Once you do either of the above, you’ll be presented with ticket form dialog box to add detail to your ticket (see below for help).
When Support sees a technical question in a Slack channel not tagged to a Jira ticket, we try to create the linked Jira ticket, however, this can be a time-consuming effort and we occasionally miss important questions.
Send a ticket to
email@example.com with a description of your issue.
What information should I provide to Tecton to troubleshoot my issue?
Please provide the following information, according to the issue type.
|Issue type||What we need|
|Notebook-related issues, including slow/failing/incorrect get_historical_features|
|REST API issues|
|Tecton plan/apply errors|
|General feature implementation questions||Concise repro of the feature code you have a question on that can be plan/apply’d to a workspace|