Blog snapshot: As we strive to deliver improvements to our customer experience over the coming weeks and months, we are making a number of changes. This blog will clearly outline:
- What’s changing and key dates
- What this means for you
There’s nothing more important or rewarding for us than seeing you, our customers, using Exasol to tap into the full value of your data and make the impossible, possible for your organisations on a daily basis. But this doesn’t happen in isolation. Our relationship is a two-way street, based on strong communication and sharing of knowledge. This is why we’ve taken time to review how we’ve been communicating with you and identify where we can make improvements.
We’re making some changes to how we interact with you through our Support services and Community, that will act as the foundation for strong, effective and efficient communication in future. As our top ranking for Support Quality in BARC’s, The Data Management Survey 23, demonstrates, we’re constantly looking for ways to improve the support you receive – here’s what we’re changing to push those standards even higher:
Support
Jira Ticketing System
What’s changing?
We’ll be discontinuing Jira and switching to Salesforce Service Cloud as our ticketing system.
What does this mean for you?
New tickets will automatically be created and processed in Service Cloud once the switch has taken place.
If you have existing tickets in place, don’t worry – you don’t have to do anything. Exasol Support will move these tickets to the new system and continue processing them, according to priority.
There are two ways you can create tickets in Service Cloud:
- Via our webform here
- By emailing us at service@exasol.com
- Please note, we can only accept ‘Question’ tickets via email, not Incident or Service Request tickets. You will need to use the Webform to create Incidents.
For critical incidents, please call our hotline:
Toll America: (415) 363-5510
Toll Europe/Rest of the World: +49 911 2399 110
Once your ticket is setup all communication will be handled over email, not a customer portal. So you can get the support you need without having to manage another account login!
My Exasol Dashboard
What’s changing?
This dashboard is being discontinued in favour of a more effective way of sharing useful DB metrics.
What does this mean for you?
We’re working on a better way of providing access to these metrics within a monitoring solution in future.
In the short-term you will be able to request such statistics from your Service Delivery Manager (SDM), Customer Support Manager (CSM) or Support, rather than the dashboards.
Downloads
What’s changing?
We have launched a new, easy to use Exasol Download page to replace the download portal.
What does this mean for you?
You can now download drivers from the new page and all downloads are available publicly without the need for prior authentication. Here’s what you’ll find on the page:
- The Exasol database 7.0 and 7.1 (including OS updates)
- Cloud plugins for Exasol 7.0 and 7.1
- Drivers (ODBC, JDBC, ADO.NET) and clients (EXAplus CLI and SDK)
Release notes and documentation are clearly linked from the respective section of the download page. If there’s any changed behaviour within a specific version or fixes for security vulnerabilities are released, this will be made clearly visible on the related release note page.
Community
We will begin the process of taking the Community, as you know it, offline from Monday 24th October. You will continue to have read-only access for a short period of time but we will be moving the key parts of the Community to new locations. Here’s what you need to know:
Knowledge Base
What’s changing?
Our Knowledge Base articles will be moved from their old home in the Community, to a dedicated area that will streamline how you communicate with us. You can check out our new Knowledge Base here.
What does this mean for you?
We’ll provide more of what you need, in one place. You’ll be able to access this collection of advice, solutions, workarounds and debugging info from your peers, in the same place you communicate with us on other matters.
You will also be able to contribute by editing the Knowledge Base on Github, where you can create a pull request for new articles or suggested changes, from 24th October. Please note that while the content will remain, links to existing Knowledge Base articles will change.
Partner Portal
What’s changing?
The Partner Portal will be moving from the Community, to Microsoft Teams, in October.
What does this mean for you?
You’ll have a more personal, interactive space to communicate and work with our team. All of the regular content will remain but please be aware that existing links to the partner portal will no longer work.
Existing partners in the Partner Portal will receive an invite to the new area in Teams over the coming weeks, so you don’t need to do anything.
Forum
What’s changing?
Our Forum will be moving from the Community to StackOverflow from Monday 24th October.
What does this mean for you?
Your questions can be answered by a wider user base on StackOverflow, giving you access to more insights, faster. If you want to ask a question related to Exasol, all you have to do is use the Exasol tag https://stackoverflow.com/questions/tagged/exasol. While existing forum posts will not be migrated, any topics with useful information for Exasol users will be migrated to the Knowledge Base, for ease of access.
Tech Blog
What’s changing?
Our Tech Blog, previously hosted on the Community, can now be found in the Resources section on exasol.com
What does this mean for you?
Existing posts have already been migrated so you won’t lose any of these insights and you’ll have easy access to the rest of the Exasol resource library.
What happens to my data?
All of your user data, including registration information, pictures, posts, and comments, will be deleted and no longer accessible.
Any questions?
We’ll never stop working on improvements to the way we communicate with you, our customers, so we’re looking forward to building even closer, more effective relationships with you all, following these changes.
If there’s anything you’d like to ask us about these changes that hasn’t been covered by this blog, you can get in touch with us at community@exasol.com