Best Practice: Contacting Support
Last Updated: 2022-01-20
Support may be unable to provide in-depth troubleshooting for 3rd party services including advanced log forwarding configurations and configuring non-LogScale-hosted Kafka, see Statement of Support.
Submitting your Ticket
If you have a CSM for your organization, always cc them on all communications
If humio is crashing, provide the
/data/logs/humio-debug-#log from each LogScale nodes that has reported an error
Provide a copy of the LogScale configuration
Provide logs from connected services if relevant (SMTP logs for issues with emails, LDAP logs for issues with logging in, etc)
Were any changes made at the time the issue occurred; for example updates to LogScale or the environment in general (OS updates, etc)
If this is a Cloud environment and you would like Support to have access to your repository for troubleshooting, please provide explicit permission in the ticket
P1 - Urgent
Impact:The Product/Service is entirely inaccessible, or unable to perform core functions for normal use.
Must be a production system.
A support contact must be available on the customer side to troubleshoot the issue. If a contact is not available, the ticket will be downgraded to a P2.
Support Response: 24x7, with hourly updates to the customer.
P2 - High
Impact:The Product is operational but one or more important functions is unavailable.
Support Response:4 hours, business hours only.
P3 - Normal
Impact:Part of the product is not working; workaround is available.
Support Response: 1 business day.
Submitting Feature Requests
For feature requests and enhancements please provide us with the following information so we can narrow down the request quickly and move the process along for you:
Current version of LogScale that does not have the feature being requested
Is the requested feature applicable for clustered environments or standalone?
Where in LogScale UI do you expect the feature to be?
Briefly describe how you expect the new feature to work?
On a scale of 1-10 how important is the feature for your organization?
Provide us with a screen capture or a recording of the behavior if applicable
You may also submit feature requests to our success team at email@example.com.