Support

Contacting Support

All support requests must be directed to our support team through the following channels:

For licensing, sales, or general inquiries, please contact:

Note

Support requests submitted through any channel other than the support portal or the support email address above will not be processed.

Support Portal Access

As a registered TrackMe customer, one or more points of contact within your organisation will be identified, and personal access credentials will be provided for our support portal.

Once connected to the support portal, you can:

  • Open a new support request

  • Review and manage the status of your existing support requests

If your organisation does not yet have a registered account, please send an email to support@trackme-solutions.com and we will create one for you.

Once your request has been received and processed, an activation email will be sent with your personal access credentials.

You can also submit a support case by emailing support@trackme-solutions.com directly; a support request will be created automatically and associated with your user account.

Minimum Version Requirement

Important

To ensure efficient support delivery, we require customers to be running TrackMe version 2.3.x or later. If you are running an older version, upgrading to the latest release will very likely be requested as a first step before investigating any reported issue.

SLA, Response Time and Support Coverage

  • We provide support for features and behaviours that relate directly to the usage of TrackMe for Splunk Cloud and Splunk Enterprise.

  • Issues related to Splunk products or any other third-party applications are not covered by our support agreement.

  • Prioritised support is included for all customers with a valid subscription.

  • Support is available by email with a Service Level Agreement (SLA) of 24 hours for a support request to be acknowledged, Monday to Friday, 8 am to 8 pm UK time.

  • If a support case requires it, we will propose a virtual meeting through our Zoom meeting services or your own meeting tools if preferred.

  • If you have specific needs or requirements that are not covered by our product, we will prioritise developments for customers under an active subscription.

Support Diagnostic Archive

When investigating a customer-reported issue, our support team will frequently ask for a Support Diagnostic Archive. The TrackMe app ships with a self-service page that generates this archive directly from your Splunk environment, so you no longer need to run ad-hoc searches or export KV Store collections by hand.

Where to find it

The page is available in the TrackMe app navigation under both:

  • API & tooling → Support - generate diags

  • Audit & troubleshoot → Support - generate diags

It requires the trackme_power or trackme_admin role.

What it does

The page offers two diagnostic modes:

  • Entity diag — for when the question is about one (or a small number of) specific entities in a given tenant. Pick the tenant, the component, then up to 20 entities. The archive will include each entity’s record, the last 7 days of metrics, and the most recent summary / notable events for those entities.

  • Global diag — for when the question is about the system as a whole (degraded scheduler, slow trackers, generic skipping). The archive will include the central KV Store collections, knowledge objects for every enabled tenant, the last 24 hours of scheduler skipping and performance reports, the last 24 hours of TrackMe runtime metrics, and the last 10 000 ERROR events across the TrackMe REST API, custom commands, and alert actions over the past 7 days.

In both cases the result is a single timestamped .tgz archive that you can attach to the support ticket on the portal or send by email.

Note

Nothing is collected or transmitted automatically. The page only runs the selected collection on your Splunk instance, packages the result locally, and streams the archive to your browser. No data leaves the instance until you choose to share the file with TrackMe Support.

Optional anonymisation

If your environment uses tenant names that are sensitive or non-shareable, tick the Anonymise tenant names checkbox before clicking Generate diagnostic archive. The worker will rewrite every occurrence of every tenant id and tenant alias to a stable random alias (for example tenant_anon_0003_ab12cd) across every file in the archive — including filenames — and present the original-to-anonymised mapping to you on screen once the archive is ready. The mapping is never written into the archive itself; you keep a local copy and share it with TrackMe Support separately if and when needed.

Global diag

Support Diagnostic — Global diag mode

Entity diag

Support Diagnostic — Entity diag mode

Tip

When you open a support case, our team may ask you to attach a fresh diagnostic archive — generated as close as possible to the time the issue was last observed. Running the page yourself before contacting support, and attaching the archive to your initial ticket, will significantly accelerate triage.

Reporting Bugs and Enhancement Requests

To report a bug or submit a request for enhancement, please contact us through:

Our team will triage your request and keep you informed of progress through the support portal.

Community Resources

Splunk Community Slack:

Splunk Community:

Note

Community channels are provided for general Splunk discussions and peer-to-peer assistance. For TrackMe-specific support, please use the official support channels listed above.