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 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
scheduler agent log /var/log/opensvc/scheduler.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

To save time in data collection, consider using SOS Report Data Collection Tool sos report tool for data collection

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

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

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

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 attach --name PREMIUM_SUPPORT`
Unset	`om node collector tag detach --name PREMIUM_SUPPORT`
Check	`om node collector tag show`

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.