Submit a support request

If you are using the 1010data SDKs, 1010data offers full support. Send a support request to 1010data using the 1010data Support Portal.

Using the 1010data Support Portal, and including information such as the log file generated by the Java SDK or the source code containing the problems, enables 1010data Support to respond more effectively to your request.

To access the 1010data Support Portal, do one of the following:

  1. Click Create New Ticket.
    The Submit a ticket screen appears:

  2. Complete the following fields:
    Requester This field lists the email address associated with your Insights Platform account. You can change the default email address.
    Subject Enter the subject of your support request.
    Priority (optional) Select the priority of your support request.
    Description Enter a detailed explanation of the question, problem, or request.
    To expedite the support process, include any:
    • Runtime error messages
    • Stack traces
    • Core dumps
    • Exceptions
  3. Click +Attach a file and include a log file.

    You must submit a log file with your support request. This SDK includes a feature to turn on logging. Use .enableLog(filename="log.log", mode="a"), which is a method on the Session object, to turn on logging and reproduce the issue with logs. Include these logs in your support request. You use .disableLog to turn logging off.

    testSession.enableLog(filename="log.log", mode="a")

    The mode parameter determines if the newly logged information is appended to the log.

  4. Include any additional information, including source code, in the Description field or as an attachment. 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.
  5. Click Submit.
The 1010data support team will contact you to help you resolve your problem.