Support
Support runs through the Data Prudentia support portal or by email, and either way it is answered by the people who write the code. There is no first-line script — which means a precise report gets a precise answer, usually in one round trip.
How to get help
The official channel is the Data Prudentia support portal, where you can raise a request and follow its status — signing up takes an email address, nothing more. If you prefer plain email, write to support@sqldatalens.com; both routes land with the same people. Either way, if you have a licence, quote your licence ID or the email address the key was sent to, so we can see which licence and which edition we are talking about.
We are a small team in Germany. Requests are read and answered personally, normally within one working day. What we cannot do is guess at a screenshot-free description of "it does not work", so please include:
- The version and build. The current release is 4.02 (build 4002); yours is shown under Help → About, which also names the build date.
- Your Windows version — Windows 10, Windows 11 or which Windows Server release, and whether it is a terminal server or a VDI session.
- The IRIS or Caché version you are connecting to, and the driver version selected in the connection. Mismatches between the two are behind a good share of reports.
- The exact error text. Copy it out of the dialogue, or send a screenshot of it. "Invalid SQL" and "JDBC error 461" lead to different answers.
- The steps to reproduce it — what you clicked, what you expected and what happened instead. If it involves a statement, send the statement.
Please do not send production data, credentials or exports containing personal data. A reduced statement or an anonymised extract is enough for almost every diagnosis, and if we do need more we will ask for exactly the piece we need.
What each edition includes
| Edition | What support looks like |
|---|---|
| Free | The documentation, the blog and email on a best-effort basis. We do read those mails and we do answer them, but paid licences come first and we cannot promise a response time. |
| Paid licences | Email support for the duration of the licence term, plus every update and new release published during the term. Enterprise licences are answered first. |
Downloads are not gated: the current release is on the download page for everyone, licensed or not, and a licence key unlocks the Pro features in exactly the same build. The support portal exists for raising and tracking requests, not as a gate in front of the software.
What is out of scope, honestly stated: we support SQL DATA LENS, not your database. We are happy to help you get a connection working and to explain what the application shows you, but tuning your namespace, fixing an IRIS installation or writing your application's SQL is consulting work rather than product support. If that is what you need, say so and we will tell you whether we can help.
Answer it yourself, faster
- Documentation and user's guide — first steps and the reference documentation for every feature.
- Installation — requirements, the two distributions, updates and clean removal.
- Licence activation — entering a key, offline and proxy activation, moving a licence to another machine.
- Installer and setup exit codes — what a non-zero result from an unattended installation means.
- Release notes — what changed, release by release. An issue you hit may already be fixed in 4.02.
- Blog and knowledge base — connection recipes, worked examples and articles such as WMI repository on this computer is broken, which explains the activation error some Windows machines produce.
- Purchasing FAQ — payment, VAT, invoices, purchase orders and refunds.
Reporting a bug
Raise it in the support portal or send it to support@sqldatalens.com, with the five items listed above. Two things make a bug report much more likely to result in a fix in the next release: a reproducible sequence of steps, and knowing whether it also happens on a different connection or a different machine. If it only happens against one namespace, that is useful information, not a dead end.
Fixes ship in the next build and are listed in what's new — the updater applies them as a small delta update.
Requesting a feature
Ask. A large part of what is in the product today came from users describing a problem they had in front of them — a column type they could not read, a server-side detail they wanted within reach, a repetitive task worth a context-menu entry. Send the situation rather than a proposed design: what you are trying to do, how you do it today, and how often. That is what makes it possible to judge whether a feature helps ten people or one.
Licensing, quotes, invoices and purchase orders are not support questions — those go to sales@sqldatalens.com, and the contact page lists who handles what.
Not installed yet?
Most support questions from people evaluating the tool disappear once it is actually running against a test namespace. It is ~130 MB, Windows 10, 11 and Windows Server (64-bit), with a full 30-day Pro trial and no registration.
Last updated: 4 September 2026