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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:

Tecton documentation

Tecton SDK reference

Tecton’s REST API reference

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.

Type​

The most common ticket types are Technical Support, Suggest a new feature (for product enhancement requests), and General Questions.

Requester​

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.

Summary​

Provide a summary of the issue you are facing.

Description​

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)

Priority​

The following table explains what priority level you should use when filing a tickets.

Priority LevelWhen to use
P0Critical: 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.
P1High: 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.
P2Medium: For a question or technical support issue in either production or development, and I am delayed while getting resolution to this question.
P3Low: For a question or technical support issue that is not impacting production serving or blocking development.

Via Slack​

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 /assist to 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.

Via Email​

Send a ticket to techsupport@tecton.ai 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 typeWhat we need
Notebook-related issues, including slow/failing/incorrect get_historical_features
  • (Check our GHF troubleshooting support articles first!)
  • ipynb notebook containing a concise but full reproduction of the issue, including any Tecton stack trace
  • Zip file with your feature repository, or cluster and workspace name.
  • Link to the EMR or Databricks notebook cluster id you ran this command on
  • Tecton SDK version on your notebook cluster (tecton.version.summary())
  • How long did the GHF command take to run before it failed?
  • What you did to try to fix the problem (briefly)
  • Ideal: “Debugging” access so we can run notebooks in your cluster. This will significantly decrease the time it takes to resolve your issue. Otherwise, we will need to debug this asynchronously with you. Contact Tecton support for more information on this.
  • REST API issues
  • Cluster name, workspace name, and feature service name
  • The HTTP response code(s)
  • Error message that Tecton returns
  • JSON request payload (if applicable)
  • Tecton plan/apply errors
  • Zip file with feature repository you’re attempting to plan or apply
  • Full output from your tecton plan/apply, including full error message
  • Cluster name and workspace name you’re trying to plan/apply to
  • Tecton CLI version (tecton version)
  • General feature implementation questionsConcise repro of the feature code you have a question on that can be plan/apply’d to a workspace
    Materialization problems
  • If spot instance failures, see this support article.
  • Link to the feature view in your cluster’s web UI whose materialization is failing
  • Link to an example materialization job cluster that has failed
  • Infrastructure requests
  • What specifically you would like Tecton to do (increase qps capacity, etc.)
  • Time constraints: when should Tecton start the work? Any blackout times Tecton should honor?
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