Support
Standard Support
All ALTR customers have access to standard support. Standard Support is typically available between 9:00AM and 5:00PM Eastern Time, Monday through Friday. Standard support response times range up to 2 business days, depending on the severity of the issue. Additional information on standard support can be found in ALTR's SLA. The ALTR standard support team can be contacted via Email.
Documentation Requests and Feedback
If you have feedback on ALTR's documentation or have a request for additional documentation or guides, contact the Documentation Team. Be sure to indicate the relevant documentation page or ALTR feature, if applicable. You can also leave feedback on individual pages by filling out the form on any page and leaving comments.
Troubleshooting
Reason: You need to wait for the cache refresh to run.
Solution: When you make changes to your schema in Snowflake, the changes take 72 hours to show in ALTR. Refer to Schema Snapshot System for more information, including our recommendations on what you can do if the 72-hour window is too long for your classification requirements.
Reason 1: You are not using the correct Organization ID, login link or Username.
Solution 1: There are two ways to retrieve your Organization ID or Username:
Navigate to the ALTR login and click the Forgot Your Username? link.
Navigate to ALTR.com, click Login and then click Don't know your Organization ID? link.
You will receive an email that contains a link to your organization login page and your Username. Refer to Recovering an ALTR Username or Organization ID for more information. If you are still unable to log in, contact ALTR Support for assistance.
Reason 2: You enabled single sign-on and your Username in ALTR might not match the username in your IdP.
Solution 2: Verify that your ALTR Username exactly matches (it’s case sensitive) your unique identifier in your identity provider (IdP). For Okta, this is typically your Username. For Entra (formerly Azure AD), this is typically your UserPrincipalName. If your usernames do match and you are still unable to log into ALTR using single sign-on, contact ALTR Support.