About customer support with Supermetrics Storage

We're glad to help you with any questions you may have about your Supermetrics Storage instance. Please don't hesitate to contact us if you need assistance. 

For the support process to go as smoothly as possible, we'd like you to provide the following information when you contact us.

Data discrepancy issues with the Supermetrics Storage and Looker Studio

Submit a support ticket on the Supermetrics Hub with the following details:

• Give supportfileshare@supermetrics.com temporary edit access rights to the Looker Studio dashboard with discrepancy issues.
• In the support ticket:
  1. Tell us which page of the dashboard shows the data discrepancy.
  2. Share with us a screenshot from Looker Studio showing the issue.
  3. Share the Looker Studio dashboard link with us in the support ticket.
• Share with us a fullscreen screenshot from the native data source UI showing one-day data with discrepancies. If there are multiple days with discrepancies, please share with us a couple of screenshots as an example, but each with a one-day date range.
• Share with us a fullscreen screenshot of the Looker Studio connection with the full table name visible, showing the connection used in the problematic chart. To get to the right view on Looker Studio for taking the screenshot: 
  1. Click the pencil icon next to the connection.
  2. Click Edit connection.
  3. Take a fullscreen screenshot of the page that opens.
• Confirm your consent to allow Supermetrics support and developers to join your Supermetrics Team and to view data transferred to your BigQuery instance created and hosted by Supermetrics.

Deleting a table in Supermetrics Storage

Submit a support ticket on the Supermetrics Hub with the following details:

• Confirm your consent to allow Supermetrics support and developers to join your Supermetrics Team and to view, edit, and delete data transferred to your BigQuery instance created and hosted by Supermetrics.
• A confirmation that you're aware that once the table is deleted, Supermetrics can't revert the changes.
• Share with us the transfer logs of the table(s) you want Supermetrics to delete from your BigQuery instance created and hosted by Supermetrics. To find the logs:
  1. Go to the Transfers page on the Supermetrics Hub.
  2. Find the transfer in question.
  3. Click the three-dots button next to the transfer name.
  4. Click View status.
  5. Find the transfer run including the tables you want Supermetrics to delete.
  6. Click Copy logs and share the logs with us in your support ticket.

Deleting a Supermetrics Storage project completely and permanently

Submit a support ticket on the Supermetrics Hub with the following details:

• Confirm your consent to allow Supermetrics support and developers to join your Supermetrics Team and to view, edit, and delete data transferred to your BigQuery instance created and hosted by Supermetrics.
• Share with us the Supermetrics Team ID for which you have purchased the Supermetrics Storage solution and would like to delete the Supermetrics Storage solution project completely and permanently. You can find the team ID on the Team page on the Supermetrics Hub.
• A confirmation that you're aware that once the Supermetrics Storage project is deleted completely and permanently, Supermetrics can't revert the changes.