FAQs

Have questions? We’ve got answers. If you didn’t find an answer to your question, contact us! We’re happy to chat, or we can schedule a guided walkthrough to help you better understand how Backtrace works.

Frequently Asked:
  • How do I get started with Backtrace?

    It’s simple, takes just a couple of minutes, and is free to try for 30 days. Head over to our automated signup page and set up your credentials and server. Then, check out our Documentation to find Getting Started Guides for your relevant languages, applications, and frameworks.

  • How does the trial work?

    After you create your Backtrace Universe, you will be on our “Trial Plan” for 30 days. This plan allows you to submit or upload up to 25,000 crashes, and gives you an opportunity to explore how Backtrace can help your organization better understand and resolve crashes your users encounter. You can add a total of 5 users at your organization to work with you on the trial.

  • What happens when the trial period is over?

    After your trial is over, you will need to upgrade your account to the tier appropriate to your needs based on user and crash limits. You can find this by going to “Configure Organization” in your Console instance, and then going to Universe Settings and clicking “Billing”. If none of these plans match your requirements, reach out to sales@backtrace.io.

    Should you decide not to continue with a tier after your 30-day trial is over, your Console access will be locked. Our team will deactivate your instance shortly after your trial ends, so please act quickly if you are interested in proceeding with Backtrace.

  • Can I get an extension on my trial?

    Contact us; we’re happy to discuss your needs. 

  • What happens when I exceed the number of crashes / month?

    The free and self-service tiers impose limits on how many user accounts can be created, how many crashes per month can be ingested, and how long crash dumps and metadata is retained. If you reach your monthly crash limit, Backtrace will offer you the option to upgrade to a higher tier to accept more crashes, or it will begin dropping additional crashes that are submitted for the month.

  • What if I need more crashes?

    Backtrace will alert you in the console and via email when you reach 80% of your crash limit for the month. You can choose to upgrade to one of the higher tiers via the Billing Page in the console, or contact us.

  • How do the tiers compare?

    Backtrace offers three main price tiers. The Free and Self Service tier have a some limitations on users, number of monthly crashes, and retention periods.

    1. Free – Our free tier was created for low volume, single user environments. We also support qualified open source projects on our free tier.
      1. Backtrace is free for single user accounts with up to 250 crashes per month.
      2. Backtrace also offers an Open Source option for free to qualifying projects. Check out our Open Source page for more information.
    2. Self Service – Our Self Service tier is a multi-tenant hosted environment for your Backtrace instance. It will retain dump files for 90 days, and metadata associated with crashes for up to 1 year. It supports up to 5 users and offers 4 plans to choose from, depending on your crash volume.
      1. $99 for up to 1000 crashes a month
      2. $199 for up to 5000 crashes a month
      3. $299 for up to 10000 crashes a month
      4. $499 for up to 25000 crashes a month
    3. Enterprise – Our Enterprise tier supports dedicated hosted instances, or on-premises deployments, with unlimited users, crash volumes, and custom retention configurations. Contact us  for more information.
  • How do I sign up for one of the Self-Service tiers?

    Once logged into your Backtrace instance, an admin user (the first user who signed up, or any other user with the role “admin”) will be able to choose a plan to for your organization. 

    Choose “Configure Organization” and the “Billing” tab. From here, you can see your current usage, and choose different plans and payment methods.

  • What are the advantages of an Enterprise tier?

    The Enterprise tier provides flexible deployment options, priority support, and additional capabilities that may be useful to your organization. These include:

    • Advanced Crash Capture tools
      • Extensible Snapshot Generator for Linux Coredumps
      • Native support for Apache Traffic Server
    • Custom Retention Periods
      • Control how long to retain dump files and metadata
    • Additional Security and Compliance options
      • PII Data Scrubbers
      • SAML based SSO
    • Customized Deployments
      • Backtrace can provide dedicated hosted instances, or help you deploy on premises.
    • Option for custom terms and invoicing
      • The Backtrace team can work with your organization to create a plan that is right for you. Contact us to start the discussion!
  • What kind of code instrumentation is required?

    Depending on the integration path, there is little to no code modification. If you’re working with native applications, you avoid code modification altogether. For other integrations, you only require a few lines of code and a couple of minutes to start capturing all of your errors.

  • Are there are any methods for getting backtraces from our Mac and Linux clients?

    Yes! There are two commonly used libraries: breakpad and crashpad.

    Breakpad is an open-source library initially developed by Google for cross-platform C/C++ crash reporting. It supports linux just fine and will work with some limitations for Mac. Find more details in our documentation here.

    CrashPad, our recommended option, is an open-source library initially developed by Google as a successor to the Google Breakpad library. It was launched to address the limitations of Breakpad on Mac. You can find more details in our Crashpad documentation here.

    If you’re not sure which optionis best, we’re happy to help you work through it.

  • Can I run Backtrace in my production environment? Or QA or development environments?

    Backtrace works in all three. Backtrace does not run except when an error occurs, which means there is no performance impact during normal operations, and which makes Backtrace perfectly suited for production environments. When implemented in testing environments, Backtrace allows teams to fully investigate errors without needing to recreate the errors.

  • Is Backtrace self-service?

    Yes! From the signup process to implementation, our goal is for our product to be self-service. Should you require access to packages or encounter any issues throughout the process, you can always Contact Us, or email us at support@backtrace.io. We also invite our customers to a Slack channel to communicate with us directly.

  • I work in Support. How would I use Backtrace?

    Support teams primarily use Backtrace to prioritize and triage errors. Backtrace differentiates groups from unique errors based on the error signature. Users can view recent errors and immediately know whether those crashes were similar to others or are new unique errors. Support users can then determine the appropriate course of action based on their SLA.

  • Do you have data limitations?

    Our standard plans include 90-day data retention for dump files, and either 90- or 365-days retention for metadata. We have custom retention plans for our enterprise plans.

    Need something else? Let us know at sales@backtrace.io.

  • Do you have an enterprise offering?

    Yes. If you require enterprise solutions such as on-premise deployment, please reach out to us via Contact Us.

  • What kind of support for symbols does Backtrace provide?

    Backtrace offers a comprehensive solution for symbol management. As with other platforms, users can upload symbols manually through a web interface or automatically through their build systems. Even with these standard features, we have seen that users did not always have access to the symbols they need, either because they come from a third party or they may not have been uploaded.

    To address these limitations, Backtrace also provides an automated symbol management feature that makes sure dependent symbols, such as those from public repos like MS Windows Libraries, or private repos for your own app, are available on demand if they don’t already exist in the system.

    This means your crash reports will always be in a human readable format.

  • Where can I leave feedback for you?

    We encourage feedback! Whether it’s about our product capabilities, language/platform support, messaging, or anything else, head over to Contact Us and drop us a line.

Have any other questions?

If you didn’t find an answer to your question, feel free to contact us and we’ll be happy to help you. You can also schedule a guided demo to help you understand Backtrace more and how it works.