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Support

We are proud to provide industry-acclaimed support for our customers, starting with free, onsite evaluations for qualified prospects with application requirements well-suited for Kx technology.

We pride ourselves on being highly responsive to customer needs, typically responding to technical inquiries within minutes, and offering solutions within the day; these are responses from knowledgeable staff who are familiar with the code at a very deep level, not scripted responses from an outsourced support center.

Beyond this, we offer a full ecosystem of resources – of both the material and the human variety – that enhances the experiences of our customers.

Sales inquiries

Write to sales@kx.com or visit our Contact page.

kdb+ Topicbox

If you work at a company that has licensed kdb+, you can join the k4 Topicbox group.

Designated Contacts

Licensed customers designate to Kx staff members whom they have authorized to deal with kdb+ licenses, downloads and bug reports. Designated Contacts can reach us at the following addresses.

topic address
Software download downloadadmin@kx.com
License request licadmin@kx.com
Urgent license request failover@kx.com
Suspected bug, unexpected behavior tech@kx.com

Technical support

If you work at a company that has licensed kdb+, please refer to your internal support team, your Designated Contact, or the kdb+ Listbox.

Reporting bugs

Licensed customers of Kx should report bugs in Kx products to the email group tech@kx.com.

Other application errors or programming assistance requests should be referred to your company’s internal support groups or via the community support channels.

When reporting a bug please don’t just email one person directly. They may be unavailable and your report would go unseen; in any case that person would automatically forward it to tech@kx.com.

Include in the bug report:

  • the exact version of kdb+ being used. Including the start-up banner is the simplest way to do this:

    
    KDB+ 3.5t 2017.02.28 Copyright (C) 1993-2017 Kx Systems
    m32/ 4()core 8192MB sjt mint.local 192.168.0.39 NONEXPIRE
    

    If you aren’t using the latest version of kdb+, please confirm that the problem still occurs in the latest version (from downloads.kx.com) – the problem may already have been reported and fixed.

  • information about the OS being used, machine configuration and file system (if relevant).

  • details of any external code (DLLs, user-written primitives) loaded into the problem session. If external code is being loaded into the session verify that the problem still occurs when it is not loaded.
  • every Kx customer has a designated technical contact –  please copy them on the email.
  • if appropriate, include contact details, and information about when it’s convenient to contact you.
  • detailed list of steps to be taken to reproduce the error. Try to isolate the problem to a few lines of q and a tiny sample of data.

Don’t send complete applications, or commercially sensitive code or data!

Don’t send core-dumps unless requested: they are typically meaningful only on the machine where they were generated. If you know how to generate a backtrace from a core-dump, please do send us the backtrace.

How to Report Bugs Effectively


Community: Users of the Personal Edition support each other