Frequently asked questions
Answers to common questions about TraceX, what it is, what it can access, how safe it is, how it uses AI, pricing and getting started.
About TraceX
Section titled “About TraceX”What is TraceX?
Section titled “What is TraceX?”An AI engineer for production issues. It investigates problems across your databases, code, logs, errors and deploys, and tells you the root cause, the evidence and the fix. See Welcome to TraceX.
Who is it for?
Section titled “Who is it for?”Engineering teams who run production systems, and the support and operations teams who field issues about them. Engineers get root causes and fixes; support gets an answer they can send to the customer.
How is it different from a monitoring tool?
Section titled “How is it different from a monitoring tool?”Monitoring tells you that something is wrong. TraceX tells you why, by connecting the symptom to the records, the code and the change behind it. It works alongside your monitoring: Datadog, CloudWatch, Sentry and the rest become sources it reads.
How is it different from asking a chatbot?
Section titled “How is it different from asking a chatbot?”A general chatbot hasn’t seen your systems. TraceX answers from your real data and code, read live, and cites the query, log line or file behind every claim.
Access and safety
Section titled “Access and safety”What does TraceX need access to?
Section titled “What does TraceX need access to?”Read-only access to the systems you want it to investigate: usually one repository and one database to start, then logs and errors. You choose what to connect, per project. See Integrations overview.
Can it write to my database?
Section titled “Can it write to my database?”No. Every query is checked before it runs and refused unless it is a single read-only
SELECT. Queries run in read-only transactions with row and time limits. We still
recommend a dedicated read-only user, ideally on a replica.
Does it store a copy of my data?
Section titled “Does it store a copy of my data?”No copy of your databases or repositories. TraceX keeps investigations, conversations, the evidence summaries they cite, and usage records, for as long as your retention settings say.
What is sent to AI models?
Section titled “What is sent to AI models?”The text needed to investigate: the issue, relevant query results, log lines and code. Secrets, keys and tokens are always masked first, and personal data can be hidden too. See How TraceX handles your data.
Can I see everything TraceX looked at?
Section titled “Can I see everything TraceX looked at?”Yes. The data access log records every query, log search and file read, with the investigation or question it was for, and can be exported as CSV.
How do I cut off access?
Section titled “How do I cut off access?”Settings → Revoke access disconnects TraceX from your systems at once. You can also remove any single integration from Integrations.
Using TraceX
Section titled “Using TraceX”How long does an investigation take?
Section titled “How long does an investigation take?”Most finish in a few minutes, and you can watch progress live.
What if the answer is wrong?
Section titled “What if the answer is wrong?”Correct it at the bottom of the report. The correction becomes a fact TraceX uses next time. The report also shows confidence and what was ruled out, so weak answers look weak. See Read a report.
Does it fix things on its own?
Section titled “Does it fix things on its own?”No. It drafts fixes and opens pull requests when you ask. People review and merge them, and admins can require approval first. See Fixes and pull requests.
Can my support team use it without engineers?
Section titled “Can my support team use it without engineers?”Yes. Support can start investigations from their own tools (Zendesk, Intercom, a support inbox, Slack) and get a suggested customer reply with each report.
Plans and access
Section titled “Plans and access”How much does it cost?
Section titled “How much does it cost?”There’s a free Starter plan, Pro at $39 a month and Team at $390 a month, with yearly billing at two months free. See Plans.
How do I get access?
Section titled “How do I get access?”TraceX is in private beta. Request early access, or ask an admin in your organization to invite you.
Who do I contact for help?
Section titled “Who do I contact for help?”Email hello@tracexpro.com. Include the investigation id or the error code if you have one.