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Support

What type of support does Whaly offer

a. Basic support: Basic support happens on our internal chat and are dedicated to escalate tickets to Whaly support team.
b. Premium Support: Premium Support happens on Slack, Calls, Video Conferences (the tool of your choice) to help you debug and escalate tickets to Whaly support team.
c. Data Experts: Allow you to give you insight on how to model your data and give you advice on how to better use the Whaly solution.

What information should I share?

To help us help you as efficiently as possible, please be sure to send us all relevant details:
  • If your support request relates to a specific page, please make sure to include a link to it.
  • Please describe the steps that you are taking, what happens when you take those steps, and what you expected to happen instead.
  • If you are running into an error message, please pass along the error message in full.
  • Can you send us a screenshot to show us what you're seeing? Or, can you send us a short video to show us the steps that you are taking? These are extremely helpful!

When will I get a response?

Each plan comes with its SLA therefore you should check your contract to understand which SLA applies to you.
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What Question can I ask to the support

Typical question
Type of support
Is it possible to achieve this use case in Whaly?
All type of support can answer this question
I'm getting this error and I'm not sure why.
All type of support can answer this question
Is this a bug?
All type of support can answer this question
Help! I'm hitting a critical issue.
All type of support can answer this question
I need help writing SQL.
Please consider using a Whaly data expert to answer this request or you can still ask Stack Overflow or other communities to find help.
Can you train me on how to use Whaly?
Trainings are made on a per request basis through a data expert. Reach out to us to know more
Can I see an example of how to build x in Whaly?
Please consider using a Whaly data expert to answer this request or you can still ask Stack Overflow or other communities to find help.
I prefer calls, can we handle this on a video call instead of chat?
Consider using our Premium Support in order to access to such features.