Treasure Support is the technical support team for the Treasure AI platform. It explains documented platform behavior and investigates errors the platform returns. Contract and account-success questions go to your Customer Success Manager, technical adoption or architecture questions go to your Technical Account Manager if one is assigned, implementation design and hands-on build support go to a Professional Services engagement or your implementation partner, and questions about another vendor's product go to that vendor's own support. This page helps you route each question to the team that can resolve it fastest, before you open a ticket.
| Your question is about | Contact |
|---|---|
| Documented platform behavior, or an error the platform returned | Treasure Support |
| Account priorities, success planning, contracts, pricing, entitlements, security questionnaires, or other commercial questions | Your Customer Success Manager or sales representative |
| Technical adoption, architecture review, integration health, or account-specific technical planning | Your Technical Account Manager, if assigned |
| Implementation design, code, query, or workflow review, or other hands-on build support | A Professional Services engagement or your implementation partner |
| Another vendor's product or service | That vendor's own support |
| Whether an incident is affecting you right now | Service Status Dashboard, then Treasure Support |
| Category | What Treasure Support Does | Example Request |
|---|---|---|
| Product specifications | Explains the documented behavior of Treasure AI services. | "Confirm how this feature is specified to behave." |
| Error investigation | Identifies the cause of an error you encountered and proposes a workaround. | "This job failed with this error message; what caused it?" |
| Third-party integration investigation | Checks the Treasure AI side of a failing integration and assembles the information you need to escalate to the other vendor, including relevant logs. | "The integration is not working; confirm what you can see on the Treasure AI side and what I should send to the other vendor." |
| Incidents and maintenance | Confirms the status of an ongoing incident and answers questions about scheduled maintenance. | "Is the current incident affecting my account?" |
| Account requests | Handles administrative requests such as changing the Account Owner, typically within three business days. | "I need to change the Account Owner on my account." |
Treasure Support does not have access to your data, which limits how far it can investigate unexpected results that depend on the content of your data.
| Request Type | Why | Where to Go Instead |
|---|---|---|
| Contracts, pricing, entitlements, security questionnaires | Commercial, not technical, questions. | Your Customer Success Manager or sales representative |
| Implementation design and code review | Treasure Support does not design your implementation or review your SQL, workflow, or application code. It points you to the relevant documentation. | A Professional Services engagement or your implementation partner |
| Third-party and destination service specifications | Treasure Support cannot give an authoritative answer about another vendor's product. | That vendor's support, with Treasure AI–side evidence from Treasure Support |
| Open source software | Includes Embulk and Digdag when used as standalone open source outside the managed service. | The project's community resources |
| General IT knowledge | SQL, programming, and networking fundamentals are outside the scope of a platform support request. | Public references; best-effort suggestions only |
| Bulk listings of account objects | Exports such as full user lists or table lists. | Self-serve through the Treasure API Documentation and Digdag API |
When Treasure Support does produce a listing of account objects, information-security policy limits the output to IDs without names, and turnaround can take longer than a self-serve API call.
Professional Services is a paid, contracted engagement for implementation design, configuration review, and best-practice guidance. It does not implement, configure, or operate your solution for you, and it does not cover emergency incident response. If your implementation was built by a partner, they may also handle these questions. Contact your Customer Success Manager to scope a Professional Services engagement.
For topics outside this scope, Treasure Support may still share references or suggestions where it can. These are offered as a courtesy, not a formal answer, and carry no resolution commitment.
Including this information up front reduces the number of round-trips needed to resolve your request:
- The goal you are trying to reach, not only the error you hit
- Your account ID and console environment
- The Job ID or workflow Session ID involved
- The Console URL of the screen involved
- The full error message text, and a screenshot of the whole screen
- For CLI or API requests: your operating system, the exact command or request, and the full response
- What you already tried, so Treasure Support does not repeat it
- The ticket number of a related earlier request
- Sample input data where reproduction requires it, with sensitive values masked
For issues you encounter in a browser, see Creating HAR Files for Troubleshooting.
No. Treasure Support can confirm documented query engine behavior and investigate an error a query returns, but it does not write, review, or debug your SQL. That level of hands-on help requires a Professional Services engagement or your implementation partner — contact your Customer Success Manager to scope a Professional Services engagement.
Treasure Support answers questions about documented platform behavior and investigates platform errors, at no additional cost. Professional Services is a separate, paid engagement — or your implementation partner, if one built your solution — for implementation design, configuration review, and hands-on advisory support that goes beyond what Treasure Support provides.
Partly. Treasure Support can confirm what Treasure AI sent and check the response it received, but it cannot give an authoritative answer about why the destination service rejected it. Use that evidence to escalate to the destination's own support team.
Yes, as part of the managed Treasure AI service. No, when they are used as standalone open source software outside that service.
Your Customer Success Manager or sales representative. For the communication channels available at each support tier, see Contacting Treasure Support.