Frequently Asked Questions
And Their Answers

The following are our most Frequently Asked Questions and their answers. If you have a problem that isn’t among them, please do not hesitate to contact us, either in our slack channel or through email: support@tellusr.com.

TellusR & Solr

What is the difference between TellusR and Solr? Do I need both?

TellusR is a piece of software that acts as an add-on to Solr and gives the search engine additional functionality. We call it a refiner. If you are not already using Solr, pick the installation method that installs both TellusR and Solr at the same time.

What is Solr?

Solr is an open-source enterprise-search platform, written in Java, from the Apache Lucene project. It powers the search and navigation features of many of the world’s largest internet sites.

Who created TellusR?

TellusR is created and distributed by Sannsyn, a Norwegian IT-company that provides large and medium-sized companies with insights, relevance and automations.

In what countries can I use TellusR?

You can use TellusR in nearly every country in the world. Your TellusR dashboard is currently available in English.

Data protection & Security

Where are your servers?

We take data security seriously at TellusR. Our servers are hosted in a world class EU safe-harbor compliant data center.

How do I know that my payment is secure?

Our payment provider is Stripe. Thousands of websites all over the world have partnered with Stripe to help them facilitate payments for their customers.

Getting started

How do I install TellusR?

Log in or create an account and follow the given download instructions. You either download and install the components to your machine or use the docker installation method, where all needed modules come in containers, which reduces the number of operations. Be sure to enter your license token in the TellusR dashboard to take advantage of all the advanced features.

What is the validity of my license key?

A valid TellusR license key does not expire as long as the monthly subscription fee is settled.

I can't find my licence key. Can you help?

Simply log in to find your licence key. If you need extra help, please ask in the Tellusr slack channel or contact our support team at support@tellusr.com.

Do I need to be a Solr expert to install TellusR?

No. As long as you are familiar with how Solr works, you will be able to install TellusR. If you need extra help, please ask in the Tellusr slack channel or contact our support team at support@tellusr.com.

Pricing & Payments

How does the 30-day free trial work?

When you create an account, you have to enter your payment details and confirm.

Your free trial is free for 30 days, after which your paid subscription will begin. If however, you cancel before the trial period is over, you won’t be charged a single dollar. This means there are absolutely no costs for your first 30 days.

What will my TellusR subscription cost?

Detailed pricing information is available in the Pricing section. Annual subscriptions may offer a discount.

Why do I need to provide my credit card information for the free trial?

We ask for your credit card information 1) to prevent fraud and 2) so that you don’t experience any interruption in your subscription in the case that you decide to continue using TellusR after your free trial is over.

How do I cancel my trial before it ends?

Set a reminder on your phone or calendar for two days before your trial ends to make sure you don't get billed.

You can cancel your subscription at any time from within your account, just go to your account settings and click «Billing», then «Cancel Subscription».

Will I get an invoice copy after an order?

Sure, you get the invoices monthly.

How do I cancel my account?

If you ever decide to leave us, simply log in to your account and cancel it from the control panel.

How do I pay?

Our checkout is powered by the popular payment gateway Stripe, which accepts all major credit cards swiftly and securely.

Support & Troubleshooting

My problem isn't solved here in the FAQ. How can I contact you?

If you need extra help, please ask in the Tellusr slack channel or contact our support team at support@tellusr.com.

I can't get into your Slack channel. Can I have an invite?

Yes you can. Send us an email at support@tellusr.com and we'll email you an invite.

Partnerships

Do you offer a reseller program?

Yes, we have have a specialized reseller program. Read more about it on the Reseller Partner Program page

We are Solr experts, how can we help you?

We are building a directory where you can find pros who can assist with Solr troubleshooting, Solr updates, installing TellusR, and anything in-between. Please contact us if you want to be a part of our network (no fees will be charged).

Also please be visible in the Tellusr slack channel, as Slack is a very popular channel for sharing expertise.