Getting Help

Bugs, questions and feature requests for the Opteryx platform are raised and tracked in public on GitHub, at mabel-dev/opteryx.app.

You will need a GitHub account, and issues there are publicly visible — so redact anything you would not want read by a stranger.

Before you raise a ticket

Two minutes here often saves an afternoon:

• status.opteryx.app — if the platform is having an incident, it will be there first. Subscribe for updates rather than refreshing.
• Limits — engine ceilings you might be hitting.
• Known Limits — features that are not implemented yet, rather than broken.
• Troubleshooting queries — for slow queries and common errors, this fixes most cases without anyone else's help.
• Existing issues — search the closed ones too.

Raise a ticket

Open an issue and pick the template that fits:

There is no such thing as too basic a question. If something was hard to work out, that is usually a gap in these pages rather than a gap in you, and we would rather hear about it.

What to include

The templates prompt for all of this, but the more you can give, the faster it goes:

• The query ID or job ID. The single most useful thing you can give us — it lets us find the execution rather than reconstruct it. Studio shows it alongside each result, and the APIs return it.
• What you expected, what actually happened, and the exact error text.
• When it started, with a timezone, and whether it is reproducible or intermittent.
• The SQL or API call, redacted if you need to.
• How you are connecting — Studio, Jobs API, OData, Flight SQL, SQLAlchemy, or the command line.
• The impact on you, so severity gets set sensibly.
• Your workspace and billing account identifiers.

Never send credentials, API tokens or client secrets. We will never ask for them, and a GitHub issue is public. If you have already posted one, rotate it immediately.

Reporting a security vulnerability

Please do not open a public issue for a security problem. Report it privately through GitHub's private vulnerability reporting, so it can be fixed before it is made public.

Include what you found, how to reproduce it, and what an attacker could do with it. You will get an acknowledgement and updates as it is resolved.

Issues with the open source projects

The hosted platform is built on open source projects that have their own issue trackers. If your problem is in one of those rather than in the platform, it is quicker to raise it there:

If you pick the wrong tracker, don't worry — we will move it.

Support plans

Free plan support is community support: we read the issue tracker, but there is no response commitment. Paid and Enterprise plans have response targets, additional channels and an escalation route, set out in the support policy.