Support

Contacting support

Write to support@sanelog.com. A person reads every message.

What to include

The more of the following you can give us, the faster we can help:

• Your account name. It is shown under your name at the right of the top bar.
• What you expected and what happened, in a sentence or two.
• When it happened, as a time in your timezone or as a link. Every alert notification links to its incident. In the Log Explorer, after you move to a moment with Go to time or a click on the volume strip, the page's address carries that moment and can be copied as a link.
• The source and program, if the question is about particular events.
• A screenshot, if the question is about something on screen.

Logs not arriving

If a sender's logs are not showing up, tell us:

• The source's hostname.
• How it sends: syslog over TLS, plain TCP or UDP, or HTTPS.
• Whether the source's page shows anything under Dropped events (last 24 hours).

For syslog, the sender's configuration file is the most useful thing to attach.

Before writing, check whether the sender is listed as Pending under Senders waiting for approval on the All sources page. Until a pending source is approved, its lines are left out of filters, alerts and the Log Explorer's All sources view. Approving senders, Syslog and Config sets cover the usual reasons logs do not appear.

Security

If you believe you have found a security issue, write to the same address with "security" in the subject, and we will reply as a priority.

Leave the exploit details out of the first message. We will arrange a private channel for them.

Feature requests

We read them all. Tell us what you are trying to do, not only the feature you have in mind, since a problem can often be solved in more than one way.

For a short idea, Got an idea? in the sidebar sends up to 500 characters to the same address from any page, together with your name, email address and account and the page you were on.