Contact Support¶

How to reach Infolytik Support and what to include so your request can be answered on the first reply.

How to contact us¶

Channel	Use it for	Address
Email	All support requests	`[email protected]`
Community portal	Release downloads, release notes, announcements (customers with current maintenance)	https://community.infolytik.com

If you do not have a community portal login, ask for one at [email protected].

TODO: add the support ticket portal URL and support hours / response targets

Source to check: current support process and maintenance terms. Do not publish response times until confirmed.

Item	Where to find it
MetaMiner version and build	MMA Help > About
BusinessObjects version and support pack of the affected environment	CMC, or the environment in the MMA
What happened, what you expected, and the exact error text	A screenshot of the message helps
When it happened (date, time and time zone)	So support can find the matching log lines
What changed recently	Upgrades, new environments, certificate or network changes
A server log bundle	MMA File > Create Log Bundle... - see Log Bundle for Support
Client logs, for client problems	MMC File > Open MetaMiner Log Folder, then zip the folder

Image of the MMA Create Log Bundle dialog

../images/help/mma-create-log-bundle.png

Create the log bundle soon after the problem, before you restart or purge logs. Logs rotate and older entries are removed over time. See Log Files.
For a server that hangs or a pull that is stuck, include threads.log (MMA File > Open Threads Log) in the bundle before you restart the service.
Never send passwords. If support needs a configuration file, they will ask for it.
Large files such as heap dumps (.hprof) do not fit in email. Ask support for an upload location.