Support

We're here to help.

Support is available to licensed Snowflake users who have installed SnowExporter from the Snowflake Marketplace. Start with the FAQs below — most install and setup questions are answered there. If you still need help, open a support case at the bottom of this page.

Who can open a case? Anyone whose Snowflake account has the SnowExporter Native App installed. When you submit a case, include your Snowflake account identifier (e.g. xy12345.us-east-1) so we can verify your license and pull the relevant install telemetry before responding.

Frequently asked questions

The common ones.

How does the AI assist in v1.3 work? Does it send my data anywhere?

v1.3's AI assist runs entirely on Snowflake Cortex — server-side inside your Snowflake account. Your prompt text and the inferred SQL never traverse a third-party server. The same boundary that protects your query results protects your AI prompt.

Requirements:

  • Snowflake Cortex must be enabled on your account (paid Snowflake accounts; not most trial accounts)
  • SnowExporter Pro or Trial — Free-tier users see an upgrade card in place of the AI input

On accounts without Cortex, the AI panel renders an explainer and the manual wizard continues to work normally — nothing breaks.

How do I set up Slack or Microsoft Teams as a delivery channel? (v1.2)

Both use incoming webhooks. Settings → 📣 Notifications → Slack or Teams sub-tab → + Add channel.

Slack: Create an incoming webhook URL at api.slack.com/apps for your workspace, paste it into SnowExporter, optionally fill in Description and Business Contact, click Test to verify, save.

Microsoft Teams: In the target Teams channel → Connectors → add "Incoming Webhook" → copy the URL → paste into SnowExporter, fill in metadata, Test, save.

Once added, the channel appears in the Create Data Export wizard's destination picker like any other delivery target. In-chat tables are capped at 10 rows; for larger results enable the file-attachment option.

My presigned download links return garbled / unreadable files

The internal stage you're writing to needs to be created with Snowflake's server-side encryption explicitly set:

CREATE OR REPLACE STAGE my_stage
    ENCRYPTION = (TYPE = 'SNOWFLAKE_SSE');

Snowflake's default stage encryption returns raw encrypted bytes through presigned URLs, which manifests as files that look corrupted in a browser. v1.2 patched the in-app setup helper to generate CREATE STAGE SQL with the right ENCRYPTION clause by default — but if you created the stage manually or before v1.2, recreate it with the clause above (or run ALTER STAGE … SET ENCRYPTION = (TYPE = 'SNOWFLAKE_SSE')).

Why am I getting a "role not allowed" error when I add an external destination?

When you create a STORAGE INTEGRATION for AWS S3 / GCP GCS / Azure Blob, you must explicitly grant USAGE on it to the application:

GRANT USAGE ON INTEGRATION <your_integration_name> TO APPLICATION SNOWEXPORTER;

This is the most commonly-missed step. The app's Settings → 📤 Export destinations → + Add a destination → Show required setup SQL generates the exact SQL for each cloud, including this grant.

Why isn't my email arriving?

Most common causes, in order:

  • The notification integration isn't created or isn't named exactly NATIVE_APP_EMAIL_INTEGRATION. Settings → ✉️ Notification has the exact SQL to run.
  • The recipient is not a verified Snowflake user email on your account. The recipient picker only lists verified users, but if you typed an address directly somehow, it will silently fail to deliver.
  • You're hitting Snowflake's email rate limits — bursty sends can be delayed several minutes.
  • You're trying email-body delivery with more than 50 rows. The 50-row cap is Snowflake's SYSTEM$SEND_EMAIL constraint, not ours. Use download-link or file delivery for larger results.
My scheduled export shows old state after I resume it. Is something broken?

No — Snowflake task metadata has a few-second propagation delay after ALTER TASK … RESUME. The Scheduled Exports page has a Refresh button right next to the status indicator. Click it after resuming and the state will catch up.

Does the per-destination "allowed roles" policy actually block exports?

In v1.0, no — the policy is recorded and displayed in Settings → Users, but it is not enforced at runtime. Runtime enforcement is on the roadmap for a future release. In v1.0 the policy serves as documentation: it records which roles are intended to use each destination, surfaced in the UI for auditing and review.

This caveat is also called out on the product page and the v1.0 release notes so the limitation is visible up-front.

What happens to my data when SnowExporter runs an export?

SnowExporter is a Snowflake Native App — it executes inside your Snowflake account. Your query runs against your data with the privileges you've granted to the application. Results are delivered via Snowflake's built-in SYSTEM$SEND_EMAIL or COPY INTO mechanisms.

Your data is never transmitted to SnowExporter.com LLC servers. The only thing that leaves Snowflake is the output you explicitly asked the app to deliver (an email or a file in your chosen cloud bucket).

How do I install SnowExporter for the first time?

Search "SnowExporter" on the Snowflake Marketplace and install it from there. Snowsight will open the app on its Home dashboard. From there:

  1. Grant the requested references (warehouse + source tables) in the Snowsight reference prompt
  2. Settings → ✉️ Notification: create the email integration with the SQL snippet shown
  3. Settings → 📤 Export destinations: add your first destination
  4. Click Create Data Export

The v1.0 release notes have the full account-level setup SQL.

How do I update the app when a new version ships?

From Snowsight, navigate to the SnowExporter app → ⋮ menu → Upgrade. The app's state (recipients, timezone, destinations, audit log, role policy) lives in the backend_schema and is preserved across upgrades, so you won't lose configuration.

Where can I see actual compute credits used per export?

The Logs page pulls per-query credits from ACCOUNT_USAGE.QUERY_ATTRIBUTION_HISTORY. Note that ACCOUNT_USAGE has a propagation latency of up to 45 minutes — the first few minutes after a run, the credits column may show as null. Refresh later and the actual cost will appear.

Open a support case

From inside the SnowExporter app.

The case-submission form lives behind the licensed app. We don't expose it on the open web — that keeps the queue clean for real customers and lets us auto-verify each case against your Snowflake account.

  1. Open the SnowExporter Native App in your Snowflake account (Snowsight → Apps → SnowExporter).
  2. Click the 🆘 Help / Support button — in the app's sidebar or header.
  3. That link opens our support form with your Snowflake account identifier pre-filled, so you can describe the issue and submit in seconds.
  4. We confirm receipt by email and reply within the response window for the severity you selected — see the severity guide below.

Can't reach the app? If your install is broken to the point where you can't open SnowExporter at all, email us directly at [email protected] and include your Snowflake account identifier and a description of what you're seeing. Subject line: SnowExporter support — cannot open app.

Severity guide & response times

What to expect.

We aim to acknowledge every case within the response window below. These are targets, not contractual SLAs — for hard SLA commitments contact us about an enterprise support plan.

Severity When to use it Free tier Pro tier
P1 — Critical App is fully unusable; scheduled exports failing across the board; production blocker. Best effort Same business day
P2 — High Major feature broken; one delivery mode or destination type fails consistently; no obvious workaround. Best effort 1 business day
P3 — Medium Bug or limitation with a workaround; setup help; integration question. FAQ & community 1 business day
P4 — Low Feature request; documentation question; "is this possible?" inquiry. FAQ & community 5 business days

Free tier users: please browse the FAQs above before opening a case. We review Free-tier cases on a best-effort basis and prioritize Pro-tier responses to keep production users unblocked. Upgrade to Pro for guaranteed response windows.

What helps us help you faster: the exact error message (copy/paste the full text from the Logs page), your Snowflake region, the destination type involved (internal stage / S3 / GCS / Azure Blob), and whether the issue is on a scheduled export or an ad-hoc one. Screenshots are welcome — attach them via the reply email after you submit the case.

Other ways to reach us

For non-support inquiries (partnerships, press, sales for enterprise plans), see the contact page or email [email protected] directly.