Getting Started

How do I create an account?

If you are a member of a company that has a subscription to the Experiment Tracking software, your company administrator can create an account for you. If your company does not have a subscription yet, or if you are an individual, please contact us to ask for a product demo.

How do I install it?

This product is available as a software-as-a-service and distributed via AWS Marketplace. This means that you could be up and running within a few minutes. We are working hard to make the architecture compatible with Azure, and Google Cloud Platform. If you would like to deploy the service on your own architecture, please contact us and our Dev Team will be able to help you assess if it is a feasible solution.

How can the software run on-premise?

If you have a machine or a cluster, we can modify the deployment in such a way to satisfy the requirements of your environment. However, this customisation will involve extra engineering work that will need to be billed as an additional cost. For this reason, we encourage customers to choose the a cloud deployment whenever possible.

Documentation and Support

Are there any tutorials or guides available?

Inside the user dashboard there is an entire area with documentation, resources, and troubleshooting guides. Additionally, our Support Team will be always happy to help with any queries you might have.

How can I submit a ticket?

If something is not working as expected or you are experiencing issues with the configuration or use of the software, please open a request for support via our support form.

Billing

How am I going to be charged?

If you have opted for running the service on the cloud, you will be charged a fixed licence cost on an hourly basis plus an additional charge that depends on how many resources your installation requires (e.g. size of the database, …). If you are running the service on-premise, the licence fee will be billed monthly.

How do I cancel my subscription?

If the service you are using is hosted on the cloud, you can simply cancel the subscription from your cloud admin dashboard. If the service is hosted on-premise, please give us a 7 days notice before cancelling the subscription as the procedure will involve manual steps.

Data Security

Do you collect user data?

We do not collect user data from our customers. We might only collect performance information and perform health checks on the running infrastructure to confirm that everything is running and to provide support in case you require our assistance.

Where is my experiment data kept?

If you have opted for a cloud deployment, your data will be kept in the region that you have selected at the time you subscribed to the service. If you need to migrate the data to another region, please contact our Dev Team via the support form.

Are my experiment data secure?

If you have opted for a cloud deployment, the experiment data and user accounts are stored in secure networks and password protected databases. If you have opted for an on-premise deployment, making sure that the network and infrastructure is secure will be within your control as our application will be running on your architecture.

Software Updates

How are software updates handled?

We want your software to always be updated, secure, and in its best condition. Hence, we provide free software updates as a part of the subscription. However, you can opt out of the update process if you prefer to use a specific version of the software.

How can I submit a request for a new feature?

We are always looking for feedback on how to improve our products. Please let us know how we can help you by sending us your suggestions via this form.