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

Avertissement

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 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 <svcname> support or om <svcname> support command to automatically

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.