Technical Support
This page outlines the technical support available to licensed users of SDV Enterprise.
As a licensed, SDV Enterprise user, the DataCebo team will provide you with prioritized support and troubleshooting. To get started, visit the forum.
What is Discourse?
The DataCebo forum uses Discourse. Discourse is a modern forum software platform widely adopted by enterprise software companies to manage customer support, track issues, and facilitate ongoing discussions with clients. It supports structured, multi-threaded conversations, role-based permissions, and rich collaboration features. One of its key strengths is flexibility: Discourse can be customized to meet specific client needs, including the creation of private, secure communication groups. Today, it serves as a core community and support platform for leading technology companies such as Asana, GitLab, UiPath, MongoDB and many others.
How do I get access?
To create an account, head over to the DataCebo forum and click the "Sign Up" button in the upper righthand corner. Please provide:
Your full name (first and last) and company email that is associated with your SDV Enterprise purchase. This information is private, only accessible to you and the DataCebo team.
A username for the forum. You can choose any username, as long as it complies with our policy against fake identities or impersonation (see our Forum Guidelines). Your username is publicly visible.
Why do we use the forum for technical support?
Technical discussions often require ongoing back-and-forth between our customers and developers. The forum allows us to organize these conversations into structured topics, with replies forming threaded discussions. This format offers significant advantages, including creating a searchable, persistent reference for future use—far superior to sifting through long email chains.
You should also expect faster response times when using our forum. This is because our forum is fully integrated into our product and engineering workflows. When a ticket is raised through our forum, it’s automatically added to our internal tracking systems, enabling our team to prioritize and respond efficiently. As a result, we’re proud to maintain a response time of less than one business day for our enterprise customers.
Can we use email for support?
If you are an SDV Enterprise customer we strongly recommend using our forum for support. In contrast to the automated workflow within our forum, support requests sent via email require manual entry into our workflow, typically introducing a delay of 1–2 business days. Additionally, email-based back-and-forth tends to be less organized and more time-consuming for all parties involved.
Can we use Github or Slack for support ?
If you are an SDV Enterprise customer, we strongly recommend using our forum for support. Please note that we do not guarantee faster response times or customized support for issues raised on GitHub or Slack.
The SDV GitHub is primarily used by our team for code management. Support tickets on GitHub may not been seen.
We are moving away from the SDV Slack because messages there disappear after some time. It is not possible to have longer conversations or reference prior solutions when using Slack.
Forum Guidelines
To keep our forum organized, please follow the DataCebo Forum Guidelines when posting new content.
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