Support
Datalore support resources
This article explains how to contact us in case you need help with your Datalore installation or operation questions.
As a first step, we advise you to check out our Datalore Help Center
Alternatively, you can write a post on the Datalore forum (Cloud Free plan users).
Reach our support department directly at datalore-support@jetbrains.com (available to holders of the Cloud license).
Consenting for support access
Your notebooks can contain sensitive information, including personal data, proprietary code, and research outputs. As our customers privacy is essential for us, there is an option to grant or withhold consent for our support staff to access such notebooks.
When troubleshooting issues, having access to the contents of the notebook can significantly expedite the support process. However, without consent, the support process might involve additional steps, such as asking to share screenshots or export notebook results, which can be time-consuming and less effective.
Such consent can be granted or withdrawn at any time from the users' .
Support tiers
At the moment, we do not provide either service level agreements (SLAs) or differentiated support tiers for Datalore. We aim to respond within the business day following the day the request was made.
If you are in need of more high-tier SLA, specifically tailored to your needs, please contact us at datalore-support@jetbrains.com, describing your use case and desired support level. We will assess your situation together and come up with a solution.
Monitor Datalore Cloud status
In order to build trust with our customers and maintain transparency around the availability of our service, we provide the Datalore status page. This page allows you to track the status of the cloud version of Datalore and gather information on its past and current incidents.
View current status
The current status view is the default view when you open the page. There are two categories of information available here:
Status of the following Datalore Cloud key components: Website, Storage, and Notebooks
List of incidents over the past 90 days. To view the list, scroll down the page.
View historical uptime
Perform the following steps to check specific days of specific days for incidents.
Click View historical uptime.
By default, you will have a view of the Website component uptime for the last three months.
To change the inspected period of three months, click the arrows shown in the image below.
To change the inspected component, expand the list and select an option as shown in the image below.
To view the details of a specific day, hover over that day in the respective month. You will see a tooltip.
View incidents
Perform the following steps to view incidents for a selected period of three months.
Click View historical uptime.
Switch to the Incidents tab. By default, you will have a scrollable list of incidents for the period of the last three months.
To change the inspected period, use the arrows shown in the image below.
Subscribe to status page updates
Perform this procedure to get notifications for each incident being recorded, updated, or resolved by Datalore.
Click the SUBSCRIBE TO UPDATES button in the upper right corner. This will expand a form for subscription options.
Use one of the following options:
To get email notifications:
On the Email tab, which is selected by default, provide your email, and click the SUBSCRIBE VIA EMAIL button.
To get notification in Slack:
Switch to the Slack tab and click the SUBSCRIBE VIA SLACK button. Submit a request to your Slack App Manager to install Statuspage.
To get notification in your Microsoft Teams channel:
Switch to the Microsoft Teams tab, provide your channel's webhook URL, and click the SUBSCRIBE VIA TEAMS button.
Subscribe to RSS or Atom feed:
Switch to the Feed tab and click Atom or RSS Feed. This will forward you to a new tab with the respective page.