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 Inlink - click on
Registerlink - 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
Supporticon, and thenCreate 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
Supporticon, and then redCall Me Backbutton - 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/<service>.log- or
/var/log/opensvc/namespaces/<namespace>/<kind>/<service>.log
All informations can be sent through email at support@opensvc.com or uploaded using our Support File Exchange
Note
see 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 |
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
Loginfield and button, fill in withsupport, and click theLoginbutton - 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 <svcname> support or om <svcname> support command to automatically
- build a tar.gz with all <svcname> 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