What You're Trying to Do
You're not sure whether to keep troubleshooting yourself or contact support for help.
Quick Solution (2 minutes)
Use this decision tree:
Try Self-Service First For:
Learning to ask better questions → Use our questioning guides
Understanding Zoë's responses → Check our interpretation guides
Basic data model setup → Follow our setup tutorials
Common error messages → Search our help articles
Potential local network issue: If Zenlytic errors appear inconsistent, intermittent, or happen mostly during slower requests, try switching networks or testing on a more stable connection before going deeper. A weak or unstable Wi‑Fi connection can sometimes interrupt requests and surface as product errors.
Contact Support Immediately For:
Data warehouse connection failures that persist after trying our connection guide
Cannot access Zenlytic platform or login issues
Data security concerns or unexpected access to sensitive information
Performance issues where Zoë is consistently slow or unresponsive
Contact Support After Trying Self-Service For:
Data model deployment issues that persist after checking our Git guide
Metric calculations that don't match after following our validation steps
Complex join problems not covered in our basic join guide
Advanced permissions setup beyond basic user attributes
When You Contact Support, Include:
For Technical Issues:
What you were trying to do
Steps you already tried
Exact error messages (screenshots help!)
When the issue started
For Data Issues:
Specific metrics or tables involved
Expected vs. actual results
Date ranges being queried
Your data warehouse type
Clear on when to escalate? This helps our support team help you faster!
Still Need Help?
Browse All Guides Complete documentation for all features → Zenlytic Documentation
Contact Support Ready to escalate? → Contact Support with the information above