Help · Reporting a problem
One id ties what you saw to what the server did.
Every request the product handles carries a request id. It is on the error screen when something fails, in the response headers always, and in the server's own log line for that request. Send it, and the fault is found rather than reproduced.
Before you write
Two things to check.
The status page reads the live service from your browser: if the application, the database or the background worker is not answering, that is the problem and it is already being worked on. And if a figure looks wrong rather than a screen failing, open How is this calculated? under it first — the formula and the rows are usually the answer.
What to send
The id, the time, the screen.
| Include | Where to find it |
|---|---|
| The request id | On the error screen; or in the page's response headers as x-siaaru-request-id; or from Report a problem in the app, which attaches it for you. |
| The time, with your time zone | The clock on your screen when it happened. |
| The screen, and what you did | The address bar, and the last thing you clicked or uploaded. |
| The file, if an import | Attach it. Your data stays in your organisation; the file is used to reproduce the fault and then deleted. |
Write to support@siaaru.com. Security matters go to security@siaaru.com and are acknowledged the same day. Nobody will ask for your password, and a message asking for it is not from us.