Finding your way around this support portal

This article explains how the Yellax support portal is organised, so you can find what you need quickly.

The portal is dedicated to the Yellax Engineering Platform (Yellax.app). For Typical Manager, see Looking for Typical Manager support?.

The fastest route: search

If you have a specific question, search is almost always faster than browsing. The search box at the top of every page looks across all articles in the portal.

A few tips to get useful results:

• Search by symptom, not by feature name. "Deleted project" works better than "DataControl recovery". Articles are written with the words customers actually use.
• Try a short phrase, not a single word. "Wrong import" returns better results than "import" alone.
• If the first search returns too much, narrow it. Add the module name ("import DataControl") or the situation ("import wrong dataset").
• If the first search returns nothing useful, broaden it. Drop adjectives and product-specific terms; search for the verb.

If search does not find what you need, browsing by category is the next step.

How the portal is organised

The portal has four top-level categories. Each one answers a different question.

Getting started

"I am new here, or I need help reaching support."

Introductory articles, first login and key-user setup, the basics of working with projects and datasets, and how to contact support. Start here if you are new to the Yellax Engineering Platform or are not sure where else to look.

Platform

"My question is about the platform as a whole."

Topics that apply across the entire Yellax Engineering Platform: account and access, data and security, backup and restore policy, releases, and service availability. This is also the right starting point for security reviews and procurement questions.

Modules

"My question is about a specific feature area."

One folder per module, each containing the how-to articles, reference content and recovery guidance for that module. DataControl lives here today. Systems and Models will join when they are released.

Other Yellax products

"I am looking for help on a different Yellax product."

A redirect to other Yellax product portals, including Typical Manager.

Where to look for common questions

A quick lookup table for the questions support sees most often.

Your tickets

The portal also keeps a record of your own support history. Once you are signed in, you can:

• Open a new support ticket.
• See the status of your open tickets.
• Reply to existing tickets to add information or respond to support.
• Browse your closed tickets for past resolutions, useful when something similar happens again.

If you have a question that another colleague raised earlier, check your tenant's ticket history before opening a new ticket. The answer may already be there.

Sign-in and accounts

The portal uses the same login as other Yellax services, so you do not need a separate account for support. If you can sign in to the Yellax Engineering Platform, you can sign in to the support portal.

If you cannot sign in, your key-user can check whether your account has access. For sign-in issues that your key-user cannot resolve, open a ticket through email instead and we will help from there.

Who can see what

A note on visibility, since customers often ask:

• Articles in the portal are visible to all signed-in customers. Public articles, if any, are visible without signing in.
• Tickets are visible only to the user who opened them and to Yellax support. Other users in your tenant do not see your tickets by default. If you want a colleague added to a ticket, mention it in the ticket and support can add them.

When the portal is not enough

If you cannot find what you need in the portal:

1. Open a ticket through How to contact Yellax support. Use What to include when reporting an issue as a checklist.
2. Ask your key-user. For access, role and permission questions, your own key-users can often resolve the request faster than support can.
3. Suggest a missing article. If you searched for something and did not find it, mention it in your ticket. Articles are added based on real customer questions, so your search miss is useful feedback.