.. _howto.support.service: Support Service Procedures ************************** Introduction ============ OpenSVC provides commercial support on its product catalog. Active support contracts owners are able to open service requests. Contact sales@opensvc.com for quotation. This section describe the guidelines to be assisted by our support team. Support Ticket Opening ====================== To open a service request, you can use one of the four following methods : Slack ----- OpenSVC slack channels are available at https://opensvc.slack.com Please request your access (support@opensvc.com) if no invitation has been received in your mailbox. Web Portal ---------- Support website is available at https://www.opensvc.com First of all, you have to register for an account on the web portal : * open a browser to https://www.opensvc.com * click on ``Sign In`` link * click on ``Register`` link * fill in requested informations, and submit * contact support@opensvc.com to link your new account to your company support contract Once your account is active and linked to a support contract, you are now able to open a service request : * open a browser to https://www.opensvc.com * login with your email address & password * click on ``Support`` icon, and then ``Create Ticket`` * fill in the requested information, and click on ``Submit`` * you can then either modify/show the ticket, to complete with problem description, error messages, context, and information you want to provide Email ----- Send us your request to support@opensvc.com Phone ----- Premium support enabled accounts are presented a ``Call Me Back`` button in the web portal support section. * open a browser to https://www.opensvc.com * login with your email address & password * click on ``Support`` icon, and then red ``Call Me Back`` button * fill in the form with your international phone number, and submit * wait for a support representative to call you back .. warning:: please consider using the callback service for urgent purposes requiring immediate answers Support Data Collection ======================= To ease resolution, you will be asked to provide informations, config and log files related to the encountered issue * issue description * what is the ticket purpose ? (unexpected behaviour, error message, technical question, ...) * what is the context ? (any known cause or event related) * when did the problem start ? * what is the impact on service ? * node & cluster configuration * ``/etc/opensvc/node.conf`` * ``/etc/opensvc/cluster.conf`` * node agent log ``/var/log/opensvc/node.log`` * objects log * ``/var/log/opensvc/.log`` * or * ``/var/log/opensvc/namespaces///.log`` All informations can be sent through email at ``support@opensvc.com`` or uploaded using our :ref:`howto.support.file.exchange` .. note:: see :ref:`agent.apps.naming` for object paths description Support Open Hours ================== Depending on your support subscription, you can call use according to the table below : ===================== ======================================== Support Service Level Open Hours ===================== ======================================== Standard Monday to Friday 9am to 6pm (Paris time) Premium 24x7 ===================== ======================================== .. _howto.support.file.exchange: Support File Exchange ===================== In case you need to share files with support team, you can use either email attachment or secure file exchange web portal * open a browser to https://sfx.opensvc.com * at the top right there is a ``Login`` field and button, fill in with ``support``, and click the ``Login`` button * attach as many files as needed, and submit for upload * once done, inform support team that your upload is finished .. note:: If allowed by network security policy, you can use the ``om support`` or ``om support`` command to automatically - build a tar.gz with all needed logs - upload it to https://sfx.opensvc.com .. note:: You can also directly upload any file with ``curl`` command. In the example below, we use an internal web proxy named ``my.preferred.proxy``, and the file to be sent is named ``FILE_TO_UPLOAD.TAR.GZ`` ``# export https_proxy=http://my.preferred.proxy:8080/`` ``# curl -k -F 'file=@FILE_TO_UPLOAD.TAR.GZ;type=application/octet-stream' https://user:support@sfx.opensvc.com/+upload -X POST`` Premium Support Instructions ============================ Nodes under Premium support contract must be tagged into the associated collector to ensure proper node identification and accurate billing ========== ================================================== Tag Action Command ========== ================================================== Set ``om node collector tag --tag PREMIUM_SUPPORT`` Unset ``om node collector untag --tag PREMIUM_SUPPORT`` Check ``om node collector show tags`` ========== ================================================== .. note:: Services running on a Premium supported node are implicitly included in the Premium support scope and billing. Please get in touch with us for any question you may have.