Get Help
We're here to help you succeed with Trix. Choose the support channel that best fits your needs.
Response Times
Our support team is available Monday through Friday, 9am-6pm PST. Response times vary by plan:
| Plan | Support Channels | Response Time | Severity Handling |
|---|---|---|---|
| Free | Community forum, Discord | Best effort | — |
| Pro | Email, Community, Discord | 24 hours | Standard priority |
| Max | Email, Slack Connect | 8 hours | High priority |
| Enterprise | Priority support | 2 hours | Critical priority |
Critical issues affecting production are prioritized regardless of plan.
Include [URGENT] in your subject line for time-sensitive matters.
Common Issues
Before contacting support, check these common solutions:
Authentication Problems
| Error | Cause | Solution |
|---|---|---|
invalid_api_key | API key is incorrect or malformed | Check for typos, ensure no extra whitespace |
expired_api_key | API key has expired | Generate a new key with trix keys create |
missing_api_key | No API key provided | Set TRIX_API_KEY environment variable |
# Check authentication status
trix auth status
# Re-authenticate if needed
trix auth login
# Verify API key is set
echo $TRIX_API_KEYConnection Issues
| Error | Cause | Solution |
|---|---|---|
connection_timeout | Network connectivity problems | Check internet, firewall settings |
ssl_error | SSL/TLS certificate issues | Update CA certificates, check system time |
dns_resolution_failed | Cannot resolve api.trixdb.com | Check DNS settings, try Google DNS (8.8.8.8) |
# Run diagnostics
trix doctor
# Test API connectivity
curl -I https://api.trixdb.com/health
# Check DNS resolution
nslookup api.trixdb.comRate Limit Issues
If you're hitting rate limits frequently, see our Rate Limits guide for best practices on handling and avoiding limits.
SDK Issues
| Issue | Solution |
|---|---|
| Module not found | Ensure package is installed: pip install trixdb or npm install @trixdb/client |
| Type errors | Update to latest version, check TypeScript configuration |
| Async/await issues | Ensure proper async handling, check runtime supports async |
Diagnostic Tools
Use these tools to gather information before contacting support:
# Run comprehensive diagnostics
trix doctor
# Get detailed system info
trix doctor --verbose
# Export diagnostic report
trix doctor --export diagnostics.json# Enable verbose logging
trix recall "test query" -vvv
# Or set environment variable
export TRIX_LOG_LEVEL=debug
trix recall "test query"
# View request/response details
export TRIX_DEBUG=true
trix remember "test memory"Contacting Support
When reaching out for help, include these details for faster resolution:
- SDK/CLI version (
trix version) - Programming language and version
- Operating system and version
- Error message or code (complete text)
- Steps to reproduce the issue
- Diagnostic report (
trix doctor --export)
Email Template
Subject: "[Issue Type] Brief description"
Environment:
Trix SDK/CLI: v1.4.0
Language: Python 3.11 / TypeScript 5.0
OS: macOS 14.1 / Ubuntu 22.04
Issue: |
Describe what you're trying to do and what's
happening instead.
Error Message: |
Paste complete error message here
Steps to Reproduce:
- First step
- Second step
- See error
What I've Tried:
- Solution attempt 1
- Solution attempt 2
Attachments:
- diagnostics.json (from trix doctor --export)Service Status
Check the current status of Trix services and subscribe to incident updates:
Status Page
Real-time service status and incident history at trixdb.com/status
Twitter Updates
Follow @trix for real-time updates during incidents.
During planned maintenance, the API may return 503 Service Unavailable.
We schedule maintenance during low-traffic hours (Sundays 2-4am PST) when possible.
Additional Resources
Explore these resources to learn more about Trix:
Enterprise Support
Enterprise plans include enhanced support options tailored to your needs:
Priority Support
Faster response times and priority handling for your support requests.
Custom SLA
Uptime guarantees and response time commitments tailored to your requirements.
Dedicated Infrastructure
Isolated deployments with custom data residency and compliance configurations.
Interested in Enterprise? Contact [email protected] to discuss custom plans and enterprise features.
Feature Requests
Have an idea for improving Trix? We'd love to hear from you: