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 :
Mattermost¶
OpenSVC mattermost channels are available at https://meet.opensvc.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 Inlinkclick on
Registerlinkfill 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 Ticketfill in the requested information, and click on
Submityou 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 Backbuttonfill 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.logscheduler agent log
/var/log/opensvc/scheduler.logobjects log
/var/log/opensvc/<service>.logor
/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
To save time in data collection, consider using SOS Report Data Collection Tool sos report tool for data collection
Voir aussi
see Naming for object paths description
SOS Report Data Collection Tool¶
Sos (formerly known as sosreport) is an extensible, portable, support data collection tool primarily aimed at Linux distributions and other UNIX-like operating systems.
It is available on major distributions (RHEL, Ubuntu, Debian, Fedora, …), and support OpenSVC environments (sos version >= 4.2)
# check for opensvc plugin existence
user@node:~$ sudo sos report --list-plugins | grep opensvc
opensvc OpenSVC cluster and services (config and state collection)
# launch data collection **on both OpenSVC cluster nodes**
user@node:~$ sudo sos report --enable-plugins opensvc --all-logs
Voir aussi
see Sos website
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 theLoginbuttonattach 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