This is the support page for Anavsan, Inc. Use it when the product is not behaving as you expect, when you cannot get into a workspace, or when a marketplace subscription needs to be matched to an Anavsan account. Pricing, a demo, and partnerships go to Contact.
How to reach us
Email and phone are answered on business days, India Standard Time. You can also use the contact form. Put Support in the first line of a form message, and include the details in What to include.
- Contact form
- Send a support message
Same details as an email. Useful if you would rather not open a mail app.
Anavsan, Inc.
# 1553, 867 Boylston Street, 5th Floor
Boston, MA 02116, United States
What to include
A complete request is faster to answer. Include:
- Your name, work email, and company
- Where you subscribed: Microsoft Marketplace (including Azure), AWS Marketplace, Snowflake Marketplace, or direct at agent.anavsan.com
- The offer or plan name, and any subscription or order ID the marketplace shows
- The Anavsan workspace, if you already have one
- The Snowflake account locator, or the BigQuery project ID. Account identifiers are enough. Do not send passwords, key files, personal access tokens, or connection strings
- What you expected, what happened, and when it started
- A severity
- Screenshots with secrets cropped out
Severity
Severity tells us which request to open first. These labels are not a promised clock time.
| Severity | Use it when | Examples |
|---|---|---|
| Urgent | Anavsan is unavailable for the people who rely on it, or a connection you depend on has stopped. | Cannot sign in. The Native App will not open. Metadata sync is failing for the account. |
| High | A major feature is broken and there is no practical workaround. | Enforcement Desk is empty after a sync that used to succeed. Simulation fails on every query. |
| Normal | Something is wrong and you can keep working, or you need help using the product. | One warehouse is missing from a view. A question about how ownership is assigned. |
| Low | A how-to question, a documentation gap, or a change request. | How to invite a teammate. A feature you want considered. |
What this desk covers
Product support covers hosted APEX and the Snowflake Native App: access, connecting a Snowflake account or a BigQuery project, defects, and how to use the product you subscribed to.
Snowflake platform incidents belong with Snowflake Support. BigQuery and Google Cloud platform incidents belong with Google Cloud Support. If you are unsure which side failed, write here and include the time and the error text. We will say when the next step is with the platform vendor.
Sales, pricing, a demo, and partner inquiries go to Contact.
Plans
Monitoring includes community support and self-serve setup. Accountability and Enforcement include priority support. Trial subscriptions use this same page. Plan names and what each includes are on Pricing.
Marketplace subscriptions, billing, and cancellation
If you subscribed through a marketplace, that marketplace bills the subscription. Anavsan does not collect a card number for those purchases. Invoices, tax, payment method, and cancellation of the marketplace charge are handled in the account where you bought:
- Microsoft Marketplace, including a purchase started in the Azure portal. Manage the SaaS subscription in Azure or in the Microsoft admin center for that purchase.
- AWS Marketplace. Manage the subscription under AWS Marketplace subscriptions in the AWS account that subscribed.
- Snowflake Marketplace. Manage the Native App from the Snowflake account that installed it.
- Direct. The workspace is the one created at agent.anavsan.com.
To stop a marketplace charge, cancel in that marketplace. Write to Anavsan as well if you need the Anavsan workspace closed or the Snowflake connection removed. For a refund on a marketplace charge, ask in both places: this support page, and the marketplace’s own billing support. Include the subscription or order ID.
This page is for help after you have a subscription. It is not the page customers land on to finish a new marketplace purchase.
Security and privacy
For a suspected vulnerability or a security incident involving Anavsan, email rengalakshmanan@anavsan.com with Security in the subject, or use the contact form and put Security in the first line. Include what you observed, when, and how to reproduce it. Do not include exploit detail you would not want forwarded, and do not include customer data.
Privacy requests, including deletion, are described in the privacy policy. Questions about what metadata APEX reads are on Architecture and permissions. Commercial terms are in Terms.
Before you write
These are public. You do not need an Anavsan login to read them.
- Documentation for setup and product behavior
- How Anavsan works
- Snowflake Native App
- Architecture and permissions
- Pricing