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For L2/L3 support and on-call engineers

Investigate customer incidents across databases

A customer issue rarely lives in one table. DataTug is building investigations that keep the order, the payment, the carrier’s answer and the log line in one case, so the trail survives the shift change.

Explore the demo project All five solutions

Starts here: DevelopersHelpdeskSRE and on-callEngineering managers

Also useful: AI agent builders (also useful)Security and compliance (also useful)QA and testers (also useful)

Watercolor of a navigator at a chart table tracing a crate’s route between islands with brass pins and a red thread, to a dashed ring on the chart.
Watercolor of a support clerk in a harbour office between five open ledgers from different offices, loose pages on the floor and a bell ringing on the counter.

The problem

The order is in one database, the payment in another, the carrier booking behind an API and the error in a log nobody has opened. The investigation lives in six tabs and a chat thread, with IDs copied between them by hand.

When the shift ends the next engineer starts again, and when the incident is closed its findings stay in a ticket that nobody will find the next time the same thing happens.

Illustration · sample story, not a capture

Following order 11045 to the cause

  1. Northwind · Orders11045 · BOTTM · not shipped
  2. PaymentsCaptured 18 MayOK
  3. Carrier APIbooking: nullproblem
  4. Logsroute-17-2 expired 19 Mayproblem
  5. FindingPaid, not booked: the route had expiredneeds attention
  6. CaseEvidence and finding saved for the team

Static illustration from the sample story of order 11045, not a capture of the product.

Before and after

Who: L2/L3 support and on-call engineers

Today

3 tools2 hand-offsno shared password

  1. L2 support · SQL clientCopy the order ID from the support tool into one SQL client, then another.
  2. On-call engineer · SQL clientRebuild the joins between orders, payments and shipments from memory.
  3. Engineer · TicketPaste screenshots and query results into the ticket as evidence.
  4. Next shift · ChatClose the ticket; the reasoning behind the fix is lost.
Today3 tools · 2 hand-offs · no shared passwordCopy the order ID from the support tool into one SQL client, then another.Rebuild the joins between orders, payments and shipments from memory.Paste screenshots and query results into the ticket as evidence.Click to see

With DataTug

1 workspace0 hand-offsno shared password

Some steps are planned or in development.

  1. Support engineerStart from the order and follow its related records, keeping the identifier and the joins in view.Related records in the web appAvailable
  2. On-call engineerRead the logs where they live, filtered to the same order and time window.Log viewerPreview
  3. Anyone on the teamKeep queries, evidence and notes in one case that anyone on the team can resume.Detective CasesIn development
  4. The next tool or agentCarry the case’s context to the next tool or agent instead of re-explaining it.Context BagIn development
  5. The teamClose with an incident history that shows what the team knew at each step.Incidents in DataTug projectsIn development
With DataTug1 workspace · 0 hand-offs · no shared passwordStart from the order and follow its related records, keeping the identifier and the joins in view.Read the logs where they live, filtered to the same order and time window.Keep queries, evidence and notes in one case that anyone on the team can resume.Click to see

Each step names the part of DataTug it relies on and that part’s status today. “Planned” and “In development” steps describe where the product is going, not what you can use now.

Where it meets the other solutions

Try it on sample data

The public demo project opens in the browser with sample Northwind and Chinook data. No sign-up.

Explore the demo project