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Support

How to get help with the VirtualForge Metadata Connector, and what Endeavor Engineering commits to.

How to raise something

Contact your usual Endeavor Engineering contact, or reach us through the Endeavor Engineering resources hub.

Where the connector is delivered through a channel partner, that partner is your first line of support and will involve Endeavor Engineering as needed. Raising it with either route is fine; it reaches the same engineers.

What to include

These few details usually determine whether the first reply is an answer or a question:

Why it matters
Connector version and Seeq version The two numbers mean different things (see Versions & Seeq Compatibility), and both are needed
The license state from the agent log An unlicensed connector indexes nothing and looks identical to a broken one — this rules the commonest cause in or out immediately
What you expected, and what you saw Especially: is the asset tree missing entirely, partially wrong, or right but stale?
When it started Was it a fresh install, an upgrade, a configuration change, or did a working deployment change behavior on its own?
The relevant part of the agent log The connector logs each index run's outcome, including what it wrote and what it could not resolve

If items disappeared from Seeq, say so explicitly and stop the agent before investigating further — it is the one class of problem where continuing to run can make recovery harder.

What we commit to

The support commitments are the same for every EEI connector, and are stated in full on Connectors ++ — Support: a response and effort commitment rather than a resolution date, platform currency as our work rather than yours, coordinated updates, a named validated Seeq version per release, and item identities designed to survive an upgrade.

Support is faster where EEI has an administrator account on your Seeq server; see Access to your Seeq server. EEI does not need it, but without it each look at the Seeq side goes through your team.

What follows is what is specific to this connector.

What is out of scope

Stated plainly, because an unwritten boundary is discovered at the worst moment:

  • The contents of your metadata. If the metadata says a signal belongs somewhere, the connector puts it there. Correcting the metadata itself is yours (or a ForgeVault engagement).
  • Your source historian or control system, and the signals they publish into Seeq.
  • Seeq Server itself — Seeq supports the platform; we support this connector on it.
  • Analyses built on the asset tree — worksheets, calculations, and reports authored in Seeq.
  • Changes you initiate that archive items by design, such as reorganizing the tree's top-level grouping. We will help you plan one; the decision and its timing are yours.

Documentation feedback

Something wrong, unclear, or missing on these pages is worth telling us about — reach us through the resources hub. This documentation is version-controlled and published through an automated release process, so a correction reaches the live page on the next publish.