Best Practice: Contacting Support

Last Updated: 2022-01-20

You can submit a support ticket via the Crowdstrike support portal or you can send an email to .

Note

Support may be unable to provide in-depth troubleshooting for 3rd party services including advanced log forwarding configurations and configuring non-Humio-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 Humio nodes that has reported an error

  • Provide a copy of the Humio 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 Humio 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

Ticket Priorities

  • 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 Humio that does not have the feature being requested

  • Is the requested feature applicable for clustered environments or standalone?

  • Where in Humio 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 humiosuccess@crowdstrike.com.