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updated support page, initial version for commercial support
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bamaer committed Mar 7, 2021
1 parent d3ded53 commit 512a9f3ae9f7476d099974e964b0d6f5900ac7e3
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@@ -115,6 +115,13 @@ enableRobotsTXT = true
identifier = "community-team"
url = "/community/team/"

[[menu.main]]
name = "Support"
parent = "community"
weight = 6
identifier = "community-support"
url = "/community/support/"

[[menu.main]]
name = "Download"
weight = 3
@@ -0,0 +1,18 @@
---
title: Commercial Support
---

## Commercial Support

Apache Hop (Incubating) is gaining traction in data orchestration projects across a number of industries. As such, several companies have built products and services around Hop. This page is dedicated to providing descriptions of those offerings and links to more information. Companies are definitely encouraged to update this page directly or send a mail to the Hop PMC with a description of your offerings and we can update the page. The products and services listed on this page are provided for information use only to our users. The Hop PMC does not endorse or recommend any of the products or services on this page. See below for information about what is appropriate to add to the page.

### Lean With Data

https://www.leanwithdata.com[Lean With Data, window="blank"] helps organizations be successful with Apache Hop (Incubating). Started by a number of the core Hop committers and Hop project founders, Lean With Data has in-depth knowledge of the Hop platform and can support your organization to hit the ground running with Hop. The services provided by Lean With Data include migrations, certified installations, coaching, training and enterprise-level support.


## Policies for admission to this page

Companies are free to add information about their products and services to this page (please keep entries in alphabetical order). The information must be factual and informational in nature and not be a marketing statement. Statements that promote your products and services over other offerings on the page will not be tolerated and will be removed. Such marketing statements can be added to your own pages on your own site, but not here.

When in doubt, email the Hop dev list (see https://hop.apache.org/community/mailing-list/[mailing lists, window="blank"]) and ask. We’d be happy to help.
@@ -1,66 +1,52 @@
---
title: "Support"
title: Support
---

## Getting help
## Getting Help

If you are experiencing problems using Hop then please report your problem to our mailing list. This allows the entire community to help with your problem.
If indeed a bug has been identified in the Hop software, then document the problem in our [Issue Tracker](https://issues.apache.org/jira/browse/HOP).
Please refrain from immediately opening a ticket in the issue tracker unless you are certain it's a problem in the Hop software.
If you are experiencing problems using Hop then please report your problem to our https://hop.apache.org/community/mailing-list/[mailing lists, window="blank"]. This allows the entire community to help with your problem.

If you are in doubt, we appreciate asking the [mailing list](/community/mailing-list/) or [Mattermost](https://chat.project-hop.org) chat first.
If you found an issue or have a feature request, pleaae create a ticket in our http://issues.apache.org/jira/browse/HOP[JIRA Issue Tracker, window="blank"]. Adding plenty of details (stack trace, logs, screenshots, ...) makes it easier for the Hop developers what you exactly mean, and will allow us to resolve your ticket faster.

Please read the section below (How to get help), and follow the bullets advised there first:
## Alternative discussion forums and information

* [Issue tracker](https://issues.apache.org/jira/browse/HOP)
* [Q&A](/docs/qa)
There are a number of sites outside Apache that offer discussion forums or information on Hop. You may find helpful discussions on technical blogs, e,g, (https://medium.com/codex/build-data-pipeline-with-apache-hop-62417ecee303[1, window="blank"]), (http://diethardsteiner.github.io/[2, window="blank"]), on https://www.google.com/search?q=apache+hop[Google, window="blank"], or even on https://twitter.com/search?q=%23apachehop&src=typed_query[Twitter, window="blank"].

### Reporting bugs - Please read this first

We prefer people to get in touch first using the mailing list, or Zulip chat. Or take time to read FAQs, or search in the mailing list archives to find answers.
Unfortunately some people create a JIRA ticket as first thing. Please don't do that! Only if you are sure it really is a bug etc. JIRA tickets create noise
for the Hop team to react on issues that are not bugs. But already covered in FAQs, in the mailing lists etc. Or in the existing documentation.
Also on the mailing lists there is more people active to help you better.
## How to get help

////
### Alternative discussion forums
When you report an issue, please be sure to include as much information as possible. The more we know, the easier it is to reach an effective solution quickly.

There's a number of sites outside Apache that offer discussion forums on Hop. For example, [Stack Overflow](http://stackoverflow.com/) is a popular Q & A site with a dedicated [Apache Hop forum](http://stackoverflow.com/questions/tagged/apache-hop).
You are also likely to find helpful discussions on technical blogs, on [Google](https://www.google.com/search?q=apache+hop), or even on [Twitter](https://twitter.com/#!/search/apache%hop).
////
A couple of usefull things to check or to provide when you report an issue are:

### How to get help
* what are the version numbers of involved software components? (this is very important to detail)

Before you report a problem, you may wish to read the [FAQ](/docs/qa/).
When you report an issue, please be sure to include as much information as possible. The more we know, the easier it is to reach an effective solution quickly.
* what platform and JDK?

* any particular container being used? and if so, what version?

* stack traces generally really help! (Remember to post which version of Hop you use, this is important to know when posting stacktraces) If in doubt, include the whole thing; often exceptions get wrapped in other exceptions and the exception right near the bottom explains the actual error, not the first few lines at the top. It’s very easy for us to skim-read past unnecessary parts of a stack trace.

* log output can be useful too; sometimes enabling DEBUG logging can help

* your code & configuration files are often useful

* did it work before? where there any configuration or other changes in your setup before it broke?

* try upgrading to the latest release or nighly build and see if it’s fixed there

*What version do you use*
* and check the issue tracker to see if the issue has already been reported

What version of Hop do you use! Remember to include this information.
* please do not send private emails or chat pm messages to Hop Team members to ask them to help you faster. Help on Apache Hop is volunteer based and works best in the open (on the public Mailing Lists, chat etc), so others can learn and benefit from your problems and solutions. If you want to get help faster or in private, then see further below.

* what are the version numbers of involved software components? (this is very important to detail)
//* what platform and JDK?
* any particular container being used? and if so, what version?
* stack traces generally really help! (Remember to post which version of Hop you use, this is important to know when posting stacktraces) If in doubt, include the whole thing; often exceptions get wrapped in other exceptions and the exception right near the bottom explains the actual error, not the first few lines at the top. It's very easy for us to skim-read past unnecessary parts of a stack trace.
* log output can be useful too; sometimes enabling DEBUG logging can help
* your code & configuration files are often useful
* did it work before? what have you changed to break it?
* try upgrading to the latest release and see if it's fixed there
* try the latest SNAPSHOT to see if it's fixed in the pre-release
* search the user forum to see if has been discussed before
* see the "known issues" section in the release notes
* and check the issue tracker to see if the issue has already been reported
* do not send private emails to Hop Team members to ask them to help you faster, or in the private only. Help on Apache Hop is volunteer based and must happen in the open on the public Mailing Lists. If you want to get help faster or in private, then see further below.
## How to get help faster

### How to get help faster
We can help you much quicker if you try the following:

We can help you much quicker if you try the following
* provide us with a pipeline, workflow or JUnit test case that demonstrates your issue. e.g. if you think you’ve found a bug, can you create a test case to demonstrate the bug?

* provide us with a JUnit test case that demonstrates your issue. e.g. if you think you've found a bug, can you create a test case to demonstrate the bug?
* [submit a patch](/community/contributing/) fixing the bug! (We also buy you beer when we meet you if you submit bug fixes (smile) )
//* for memory leak or performance related issues, if you can run a profiler on your test case and attach the output as a file (or zipped file if it's huge) to the JIRA we can normally fix things much faster. e.g. you could run jmap/jhat, JProfiler or YourKit on your code and send us the output. To find memory leaks it's quicker to resolve if you can tell us what classes are taking up all of the RAM; we can normally figure out what's wrong from that.
* if you're a developer: create a pull request with a fix for your bug! (We also buy you beer when we meet you if you submit bug fixes ;-) )

## Commercial Support
## Commercial support

This is an open source project, so the amount of time we have available to help resolve your issue is often limited as all help is provided on a volunteer basis.
//If you want to get priority help, need to get up to speed quickly, require some training or mentoring, or need full 24 x 7 production support you could contact one of the following companies with [Commercial Camel Offerings](/manual/latest/commercial-camel-offerings.html).
Apache Hop is an open source project, so the amount of time we have available to help resolve your issue is often limited as all help is provided on a volunteer basis. If you want to get priority help, need to get up to speed quickly, require some training or mentoring, or need full 24 x 7 production support you could contact one of the following companies with link:commercial/[Commercial Hop Offerings, window="blank"].

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