Getting help
How to reach sanda's team from the console or by email, what support covers on each edition, and how to report a security issue.
Most questions have a faster answer here than in a ticket. Try troubleshooting for a message or a symptom, and the FAQ for a question about data, privacy, the trial or closing a workspace. When you need a person, this page says how to reach one.
Send a message from the console
Go to System · Support, fill in a Subject and What’s going on, and press Send. The message reaches the people who answer them, along with your workspace's own record, so they already have the context. There is nothing to choose: the message is about the workspace you are signed in to.
sanda usually replies within a business day. Your message appears under Your tickets with a status of open, in progress or closed. Everyone in the workspace can see the tickets sent from it.
Every role can send a message, including read-only members, and a closed workspace can too. The edition you are on decides what a reply costs, never whether you get one.
A useful message saves a round trip. Include:
- What you were trying to do, and what happened instead.
- The exact wording of any message on screen.
- Where you were in the console, for example Data · Connections, and the name of the connection, report or table involved.
- When it happened.
What support covers
| Kind of question | Basic and Standard | Enterprise |
|---|---|---|
| Faults: something is wrong with sanda rather than with how it is being used | Free | Free |
| Billing questions | Free | Free |
| How-to questions and hands-on help with your own setup | Billed at A$150 an hour | Included |
A trial has every feature, support included, for as long as it lasts. The Support page states which applies to your workspace before you write.
Contact by email
Use email when you cannot sign in, or for anything that is not about a workspace.
| Address | Use it for |
|---|---|
| hello@sanda-os.com.au | General questions, a sign-in problem, or a request that needs a person, such as a full copy of your data. |
| privacy@sanda-os.com.au | Privacy requests: a copy of the personal information sanda holds about you, a correction, or deletion. |
| security@sanda-os.com.au | Reporting a security issue. |
For a privacy request, sanda aims to reply within 5 working days and always within 30 days, which is the limit the law sets. It will need to confirm it is you before it acts, and there is no charge. See the privacy policy.
Report a security issue
Write to security@sanda-os.com.au. That address is separate from the general one. You can also write to hello@sanda-os.com.au, and the same details are published at sanda-os.com.au/.well-known/security.txt.
The terms of service ask you not to probe sanda for vulnerabilities without asking first. So tell sanda what you want to test, and sanda will agree a scope. sanda always says yes to a genuine, coordinated test, and a report made in good faith is never treated as a breach of the terms.
Related pages
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