How to contact Yellax support?

Modified on Thu, 28 May at 11:43 AM

This article explains how to reach Yellax support for the Yellax Engineering Platform, what to include in your request, and what to expect in return.

For Typical Manager support, please use a different portal: see Looking for Typical Manager support?.

Before you contact support

A quick check often gets you to an answer faster than a ticket:

Search this portal. Most common questions, including recovery from user mistakes, are covered in existing articles. Try a few words describing what you are trying to do or what went wrong.
Check known issues. If the platform is behaving unexpectedly, see Current known issues and limitations under Releases and known issues. The issue may already be reported with a workaround.
Ask your key-user. For access, role and permission questions, your own key-users can often resolve the request without contacting Yellax.

If those do not help, contact support.

How to contact support

Through this portal. Use the New support ticket option in the portal navigation. A ticket lets us track your request, attach screenshots and files, and keep a record of the resolution. This is the preferred channel for all non-urgent requests.

By email. You can also email support directly. Emails are turned into tickets automatically, so the same tracking and history apply.

For suspected service incidents. If you suspect the platform itself is down or behaving abnormally for all your users, mark the ticket priority as high and describe what you are seeing. Early reporting helps us confirm and respond quickly. See also What to do during a suspected service incident.

What to include in your request

A good ticket gets you a useful first response. Please include:

What you were trying to do, in one or two sentences.
What happened instead, including any error messages (text or screenshot).
When it happened (approximate date and time, including timezone if relevant). This is especially important for recovery questions, since the platform's audit history is time-based.
Which project, dataset or object is affected, by name or by URL.
Which users are affected (just you, your whole team, or all users in your tenant).
What you have already tried.

If the issue is intermittent or hard to reproduce, a short screen recording is more useful than a written description. Most operating systems include a built-in screen recorder.

What to expect

A confirmation that your ticket has been received, usually within a few minutes (automated).
A first human response within our standard service window.
For most requests, a resolution or a clear next step in the first response.
For complex requests or genuine incidents, regular updates while we work on it.

If your ticket has been quiet for longer than you expected, reply on the ticket itself rather than opening a new one. Replies keep the history together and reach the right person faster.

What support can and cannot do

Support can:

Help you find the right feature in the platform.
Investigate behaviour that looks like a bug or a service incident.
Coordinate a restore in case of a confirmed technical incident (see Backup and restore policy).
Help you locate affected data and pick the right recovery path for functional mistakes.
Escalate platform issues to the Yellax engineering team.

Support cannot:

Change user access or roles on your behalf; your own key-users do that.
Restore the database to undo a user mistake. See Backup and restore policy and the recovery articles in the relevant module.
Provide downloadable copies of your backups. If you need an export, ask in your ticket and we will discuss the right path.
Act on changes to your contract, licensing or billing; those go through your account contact at Yellax, not support.