Support requests

If you are using the 1010data Insights Platform SDKs, 1010data offers full support.

Including information such as the log file generated by the .NET SDK or the source code containing the problems enables 1010data to respond more effectively to your request.

Include a log file

You must submit a log file with your support request. The .NET SDK includes a feature to turn on logging. Use the Session constructor that includes the logPath parameter. Specify the logPath and append value, and reproduce the issue. Include the log file in your support request. 

new Session(gateway, username, password, loginType, logPath, append)

The logPath specifies the file path of where to write the log. The append parameter determines if the newly logged information is appended to the log (true) or overwrites the log (false).

Include additional information

To expedite the support process, include any:
  • Runtime error messages
  • Stack traces
  • Core dumps
  • Exceptions

Include source code

Creating or isolating standalone source code is not always feasible, however sending in source code greatly expedites the support process. Wherever possible, send reproducible source code that can be run and tested.