Getting Support

Overview

At Matillion we always love to hear from our customers and help them to use Matillion ETL so please get in touch. Never be afraid to raise questions, issues or even general feedback because these help us to make a better product for everyone.

For official documentation, visit our support site:

 

 

Contacting us

Whether you are getting started with Matillion ETL, need technical advice or are attempting to troubleshoot issues with the client and related services, we are eager to help.

Sometimes the in-client or documented Help isn't enough to solve the challenges our customers face and the best way for users to get further assistance is to either raise a ticket at our support portal or email our support team directly.

  1. Visit our support portal at redshiftsupport.matillion.com, from here you can:
  2. Email support@matillion.com. For the fastest turnaround time on your support case, please include as much detail on your instance and issue as possible. Please try to include at least the following:
    • ​How your Matillion ETL instance is hosted. (Which platform - AWS, GCP or Azure).
    • The version of Matillion ETL you are running (see Help→About in your Matillion ETL client).
    • The database you are connecting to (Redshift, BigQuery, Snowflake).
    • A synopsis of the problem you are experiencing, quoting any relevant error messages.

Whether you are getting started with Matillion ETL, need technical advice or are attempting to troubleshoot issues with the client and related services, we are eager to help.

Sometimes the in-client or documented Help isn't enough to solve the challenges our customers face and the best way for users to get further assistance is to either raise a ticket at our support portal or email our support team directly.

  1. Visit our support portal at bigquerysupport.matillion.com, from here you can:
    1. Create an account
    2. Raise a ticket
    3. Post a public question
       
  2. Email support@matillion.com. For the fastest turnaround time on your support case, please include as much detail on your instance and issue as possible. Please try to include at least the following:
    • How your Matillion ETL instance is hosted. (Which platform - AWS, GCP or Azure).
    • The version of Matillion ETL you are running (see Help→About in your Matillion ETL client).
    • The database you are connecting to (Redshift, BigQuery, Snowflake).
    • A synopsis of the problem you are experiencing, quoting any relevant error messages

 

Whether you are getting started with Matillion ETL, need technical advice or are attempting to troubleshoot issues with the client and related services, we are eager to help.

Sometimes the in-client or documented Help isn't enough to solve the challenges our customers face and the best way for users to get further assistance is to either raise a ticket at our support portal or email our support team directly.

  1. Visit our support portal at bigquerysupport.matillion.com, from here you can:
    1. Create an account
    2. Raise a ticket
    3. Post a public question
       
  2. Email support@matillion.com. For the fastest turnaround time on your support case, please include as much detail on your instance and issue as possible. Please try to include at least the following:
    • How your Matillion ETL instance is hosted. (Which platform - AWS, GCP or Azure).
    • The version of Matillion ETL you are running (see Help→About in your Matillion ETL client).
    • The database you are connecting to (Redshift, BigQuery, Snowflake).
    • A synopsis of the problem you are experiencing, quoting any relevant error messages.



In-Client Support

The Matillion Client hosts support information for each component through the 'Help' tab. Selecting a component on the canvas and then browsing to the 'Help' tab will expose a brief version of the online documentation for that component.

At the bottom of the Help tab will always be a link to the full online documentation that will open in a new browser window.

 

Helping us to support you

We always want to deal with a problem or question promptly and effectively so when raising tickets please provide as much relevant information as you can. These might include:

  • Screenshots of jobs or errors.
  • Log files from your Matillion ETL instance. See details for connecting here. The log file we need most in the case of a serious error is /var/log/tomcat8/catalina.out
  • Any Transformation or Orchestration jobs you want to share via Project Export Jobs

Additionally, client details can be easily attained by browsing to Help → Support Information inside the Matillion Client.

Support Information contains a formatted list of details regarding the current Matillion session that can be copied or directly mailed to Matillion Support in order to aid the support team in helping you.


Debug Mode
For troubleshooting Data Staging (Query) components, be advised that providing some debug information in your support request can greatly expedite our support staff's diagnosis of an issue. For more information on using Debug Mode on Data Staging components, see here...