How to Get Help

The Caliper SDK team is committed to helping clients successfully develop and deploy code– but we are not alone in that effort. The whole Q2 organization shares responsibility for assisting you– and since the Caliper SDK is powered by up-to-date, standardized Python, you have the resources created and maintained by the massive international Python community at your disposal as well.

Your basic support channels are as follows:

Caliper SDK Team

  • sdk-support@q2ebanking.com - Development requests and general questions. These emails are answered within 1 business day.
  • sdk-emergency@q2ebanking.com - Stack issues that prevent you from working, or issues affecting end users. We will respond as quickly as possible during business hours. If you have a true emergency affecting end users, please contact Q2
  • sdk-logs@q2ebanking.com - We will respond to log requests as soon as possible during business hours.

Q2 Support

Development Resources

Getting help for common issues

General inquiries

Development stack and shared-dev environment

Caliper development support

Core integration

Tecton and front-end/UI

Networking issues

Q2 datacenter environment access and configuration

Caliper Support Q & A

I have a suggestion, feature request, or bug report.

Please reach out to sdk-support@q2ebanking.com. As with any software community, our best ideas come from our users.

I have a business or pricing question, or I want to schedule training, or I want a demo of the Caliper SDK.

Please reach out to your relationship manager, or sales contact if you are not yet a Q2 client.

I am having difficulty getting up and running on my development stack.

Please review or refer to the setup documentation. Still no luck? Please reach out to sdk-support@q2ebanking.com.

My extensions do not show up in my development stack, I just get an unknown error.

Make sure you are running your Caliper server (q2 run)! Even on the Caliper team, we forget this all the time! If you are running your server, check the terminal for any errors. If you don’t see any traffic hitting your server, ensure your form URL is set correctly via q2 update_installed_form.

My auto-deployments to the datacenter environments are failing.

Please reach out to sdk-emergency@q2ebanking.com.

My shared-dev development stack is down.

If you cannot access your stack at all, please reach out to sdk-emergency@q2ebanking.com.

My shared-dev development stack Online user is locked out, or I cannot remember the password.

If you are locked out or the password has been changed, please try the CLI commands q2 db unlock_user and q2 db reset_password.

I want to change the navigation menu, group access, or configuration in the shared-dev development stack.

These operations can be done right in your terminal. Please see the CLI reference guide.

I want my sandbox to look like my production/staging/test/upgrade environment.

The Caliper SDK works on known contracts and request shapes. While the Q2 Online UI is a convenient way to invoke these requests, the differences in responses from the SDK will not change based on environment. As such, we do not support loading production stylings/themes into the sandbox environment.

If you find instances where the data or assets in the sandbox are insufficient to build your code confidently, please let us know. We are always looking for ways to improve the development experience.

I need to work on additional projects or stacks.

You were initially set up with a default SDK project that included a Gitlab repository matching your group name. In shared dev, you see this as your sdk project. However, there are a few instances that may require you to work on multiple projects or stacks. These can include major Q2 UUX upgrades, isolating repositories for individual projects or features, or you’re a Certified Partner supporting multiple customers on the SDK. If you need an additional repository in Gitlab to start a new project, please contact SDK support to get set up, and review our documentation for working on multiple projects

I have a technical question about the Caliper SDK not covered in the documentation or source code.

We maintain the Caliper SDK developer’s forum for code samples and questions too esoteric for these docs. Check it out! If that doesn’t help, please reach out to sdk-support@q2ebanking.com.

I have a Python question, or I am not comfortable with Python yet.

The quickest way to get help with coding in an unfamiliar language is the vast array of resources available online. We have limited ability to assist with general coding questions. Here are some suggestions:

For almost any technical questions: Stackoverflow.com Official Python docs: Python.org

I have a Git question.

Check out our git quick reference for the basics, or check any of the multitude of online Git guides for a deeper look.

I would like a code sample for a common Caliper development pattern.

Please check our Caliper SDK developer’s forum first, then reach out to sdk-support@q2ebanking.com

I have an assignment or an idea for a task to accomplish using the Caliper SDK, but I don’t know how to achieve it.

Please reach out to sdk-support@q2ebanking.com.

I have a question about using Q2 Central.

Central questions are handled by Q2 Support, or your project team if your FI is not yet live on the Q2 platform.

I want to schedule a phone call with a Caliper team resource.

Caliper SDK team members are available for phone calls on an as-needed basis, when client and team agree that a phone call is the fastest or easiest way to resolve an issue. We are not available for regularly scheduled calls or repeating “status check” or “stand-up” calls. Please reach out to sdk-support@q2ebanking.com to request a time for a phone call. Please do not call team members directly without scheduling a time.

I see an error about the DANGEROUS_WHITELIST. What’s that about?

Some of the functions in the SDK are powerful enough to affect many users at the same time. They are great if used for the right reasons, but as an extra sanity check, we have you opt in to their usage. To opt in, you simply have to make a list in your settings.py file called DANGEROUS_WHITELIST and add your function name. For instance:

DANGEROUS_WHITELIST = ['broadcast_with_attachment']

I need assistance interacting with my core.

Core questions are handled on a case-by-case basis– we are unable to handle all possible core requests and questions. Please reach out to your core provider directly if they are best suited to answer your question, or if you have an issue specific to your financial institution. Core support improves all the time, but more common cores will have more built-in tooling.

I want to connect to my core in my development stack.

To maintain compliance with auditing requirements and financial laws and regulations, this will never be allowed. All core calls from our networks will originate from our Q2 datacenter, now and in perpetuity. Please see the documentation on q2-cores to learn about how we manage this limitation with mocks.

I have a question about Tecton or using JavaScript frameworks or jQuery libraries with my Caliper extensions.

Please refer to the Tecton documentation. Further questions can be sent to sdk-support@q2ebanking.com.

I want to use a JavaScript framework or import a jQuery library.

We do not support imports of front end assets in Online version 4.3 or earlier. For 4.4 or later, please refer to the Tecton documentation.

I need the source code or styles for an existing workflow in Online, or one previously created by Professional Services.

For legal and security reasons, we cannot share proprietary source code, which includes the categories above. However, if you are looking for a specific detail such as a URL or a data shape, we can likely find that for you. Please reach out to sdk-support@q2ebanking.com.

I want to modify an existing page such as the landing page, activity center, or funds transfer.

The Caliper SDK does not support modifying existing Online pages or workflows.

I need to whitelist a URL.

For the sandbox, simply add this URL to your OUTBOUND_WHITELIST in configuration/settings.py. For access in an environment hosted in the Q2 datacenter (staging, permanent test, upgrade, or production), please create a Q2 Support ticket containing:

  • Brief description of what the extension does
  • Destination URL(s): the URL you wish to whitelist
  • Q2 sponsor/development contact: Caliper SDK
  • Data elements passed
  • Source: AUS and DAL Wedge servers
  • Destination: <FI-Host via VPN>
  • Service: TCP 80

Please note that our networking team is the only Q2 resource authorized to do whitelisting, and they are not subject to our Caliper SDK Team SLAs. Security vetting of these requests can be an extended process. Please make whitelisting requests well in advance of planned deployment to a datacenter environment. We are unable to help expedite or escalate whitelisting requests. Issues with whitelisting or requests for faster resolution must go through your Q2 Relationship Manager.

I need help configuring a proxy, connecting to a VPN, or another complex networking task, in an environment hosted in the Q2 datacenter (staging, permanent test, upgrade, or production).

Please create a Q2 Support ticket containing your request and stating that you are an Caliper SDK client.

Please note that our networking team is the only Q2 resource authorized to assist with these issues, and they are not subject to our Caliper SDK Team SLAs. Security vetting of these requests can be an extended process. Please make networking requests well in advance of planned deployment to a datacenter environment. We are unable to help expedite or escalate networking requests. Issues with networking or requests for faster resolution must go through your Q2 Relationship Manager.

I have an issue in production affecting end users.

Please reach out to Q2 Support for immediate triage. Via our organization’s triage process, we will be notified and brought in to assist as needed.

I cannot access or log in to my environment hosted in the Q2 datacenter (staging, permanent test, upgrade, or production), or it is down.

Please reach out to Q2 Support for assistance, or your project team if your FI is not yet live on the Q2 platform.

I requested a deployment to an environment hosted in the Q2 datacenter (staging, permanent test, upgrade, or production), and it was completed, but I do not see a navigation node, and/or a feature for the form in Q2 Central.

Navigation nodes and features will not appear for up to 24 hours after a new form is installed. You will not see a navigation node for your form unless it has been enabled for your user’s group in Q2 Central. Please check that the appropriate time has passed, and that your group is enabled before reaching out to sdk-support@q2ebanking.com. For assistance with navigation node configuration, please reach out to Q2 Support, or your project team if your FI is not yet live on the Q2 platform.

I would like modifications to my navigation menu in an environment hosted in the Q2 datacenter (staging, permanent test, upgrade, or production).

A navigation node is created when any Caliper SDK form is installed into a database, but Q2 Support or your project team will handle requests for reorganizing, renaming, or restructuring navigation menus in the datacenter. Please reach out to Q2 Support, or your project team if your FI is not yet live on the Q2 platform.

I would like to change Group Access or feature rights to my form in an environment hosted in the Q2 datacenter (staging, permanent test, upgrade, or production).

You can use Q2 Central to manage these configurations. For assistance, please reach out to Q2 Support, or your project team if your FI is not yet live on the Q2 platform.

I need configuration changes made to an environment in the Q2 datacenter (staging, permanent test, upgrade, or production).

Any database changes or configuration for these environments will be handled by Q2 Support, or your project team if your FI is not yet live on the Q2 platform.

I want to make a deployment to production.

Please refer to our documentation on deployment procedures.

I need logs for my extensions running in the the Q2 datacenter (staging, permanent test, upgrade, or production).

Please reach out to sdk-logs@q2ebanking.com. We will answer these requests as soon as possible, pending the creation of an automated process.