Get help

• A problem or a question: open a ticket with the helpdesk form. Putki support is run by know.bi, so the helpdesk is on know.bi's site.
• A vulnerability: email security@putki.io, not the helpdesk. See Security and compliance.

How quickly we answer depends on your edition; the response times are on the support lifecycle page.

What to send

We can answer faster when the first message has:

• the Putki release you run, including the patch (for example 2026.09.02), and your edition;
• the Apache Hop version (Help → About in Hop GUI);
• what you did, what you expected, and what happened instead;
• the log of the failed run, or the error with the lines around it. For a stack problem, the output of docker compose ps and docker compose logs <service>.

Leave passwords, tokens and personal data out of logs before you send them.

Before you ask

Each service has a troubleshooting page with the problems we see most: execution monitoring, lineage, execution information, impact analysis.