Support

    Need Help? Our Support Team is Eager to Help You!

    You have a great idea, but you are not sure how to implement it, or in case of any doubts if something is possible(or not), you're always welcome to contact us!

    Our world-class support team is always ready to help you with any questions. We're eager to help you with the synchronization setup and further discussions on how to customize it.

    No strings attached - but for any clarity check our Service Level Agreement

    Check our DATA SECURITY AND PRIVACY STATEMENT and Data Processing Agreement.

    Service Desk or Email

    You can submit a support request to our Service Desk directly. 

    Or just send an e-mail to support@exalate.com. This will create an issue on our JIRA Service Desk allowing for further tracking.

    How to Submit Files Larger than 100MB?

    It can happen that you have to upload a log file larger than 100 MB.
    In this case, you're welcome to use the wetransfer service to transfer files larger than 100 MB, in case no alternatives exist.
    More information: https://wetransfer.com/

    Live Chat

    Check the live chat option at the bottom right.

    We are not always there, but leave us your contact details and we'll respond as soon as possible.

    Support.zip File

    Starting from the 4.3 version you can generate a support.zip file.

    This file helps our support team to debug any problem you might encounter.

    What's included:

    Jira Server

    Jira Cloud

    HP QC/ALM

    GitHubZendeskServiceNowSalesforce
    • atlassian-jira.log
    • exalate.log
    • External Exalate scripts library
    • Jira database tables, related to the Exalate app
    • jcloudnode.log
    • External Exalate scripts library
    • Exalate app database
    • hpqcnode.log
    • External Exalate scripts library
    • Exalate app database
    • githubnode.log
    • External Exalate scripts library
    • Exalate app database
    • zendesknode.log
    • External Exalate scripts library
    • Exalate app database
    • snownode.log
    • External Exalate scripts library
    • Exalate app database
    • salesforcenode.log
    • External Exalate scripts library
    • Exalate app database

    Check the guide on how to generate a support.zip file.