Solo Support scope

Solo Support offers technical assistance in English for Solo products. We are committed to helping you successfully utilize our software in your production environment by:

  • Addressing specific questions and concerns related to the installation and maintenance of our software.
  • Assisting with troubleshooting.
  • Helping resolve errors or failures encountered during installation or use of our products.
  • Identifying and documenting reported bugs, as well as providing workaround solutions when possible.
  • Providing support for the integration between Solo products — Istio included — and third-party software. Note: If we identify that the issue is happening on the third-party side, we may redirect you to work with the appropriate vendor, as we do not provide support for other vendor’s software.

All Solo customers have access to various channels for obtaining technical assistance for our software:

  • Open a support ticket in the Support Portal.
  • Join the community of Solo users in Slack, or talk to your Account Executive to be added to the private Solo Slack space.
  • Contact Solo Support by sending an email to support@solo.io.
  • Call the Support Hotline at +1-601-476-5646 (for urgent priority, production-related issues only).

For more information, see the following resources:

Not within Solo Support’s scope

Solo Support is not accountable for providing assistance with custom code, third-party tools, or unsupported technologies. Your request is likely out of Solo Support’s scope if it is primarily about:

  • Third party integrations, such as Hashicorp Vault
  • Writing custom scripts
  • Configuration of external authentication systems
  • Open source projects (Istio is an exception)

Reach out to your Solo Account Executive or Customer Success Manager if you have questions or require assistance with any of the following:

  • Architecture, design review, and best practices
  • Securing your environment
  • Comprehensive installation guide
  • Help with custom code
  • Scheduling or registering for training and workshops

For guidance on what products may be right for you, to request a demo, and to learn more about pricing options, contact Solo Sales or reach out to your Account Executive.

Support for Istio

Solo Support offers technical assistance for Istio in English for Solo-supported images of Istio only. Support for upstream Istio images is not included. For more information, see Solo distributions of Istio(https://docs.solo.io/gloo-mesh-enterprise/main/reference/version/gloo_mesh_istio/).

We are committed to helping you successfully utilize Istio by:

  • Addressing specific questions and concerns related to the installation and maintenance of Solo distributions of Istio.
  • Assisting with break/fix troubleshooting.
  • Helping resolve errors or failures encountered during installation or use of our products.
  • Identifying and documenting reported bugs, as well as providing workaround solutions when possible.
  • Providing support for the integration between Solo products — Istio included — and third-party software. Note: If we identify that the issue is happening on the third-party side, we may redirect you to work with the appropriate vendor, as we do not provide support for other vendor’s software.

All Solo.io customers have access to various channels for obtaining technical assistance for our software:

  • Open a support ticket in the Support Portal.
  • Join the community of Solo users in Slack, or talk to your Account Executive to be added to the private Solo Slack space.
  • Contact Solo Support by sending an email to support@solo.io.
  • Call the Support Hotline at +1-601-476-5646 (for urgent priority, production-related issues only).

Istio-support only: Targeted time for initial response

When you contact Solo Support, you can choose a priority for your request. For more See the Priority Levels section to see the definitions of each priority level.

Priority levelTargeted time for initial response
Urgent**1 hour (24/7/365)
High4 business hours (Monday - Friday 9:00 am - 6:00 pm US Eastern Time)
Normal8 business hours (Monday - Friday 9:00 am - 6:00 pm US Eastern Time)
Low24 business hours (Monday - Friday 9:00 am - 6:00 pm US Eastern Time)

For more information, see the following resources:

Support for Legacy Software

Solo recommends using the latest version of our software to ensure you have access to the latest features and bug fixes.

If you are a few versions behind, you have access to Solo’s support for legacy software as shown in the following table:

SoftwareDetails
Solo products (Gloo Gateway, Gloo Mesh, Gloo Network)Support for N-3 versions
IstioSupport for N-4 versions (Example: If the current version of Istio is 1.19, support is provided for 1.15 and later versions.)
CiliumSupport for N-4 versions (Example: If the current version of Cilium is 1.15, support is provided for 1.11 and later versions.)