About Solo Support
Learn what is included in Solo’s product support and how to communicate with Solo Engineers in case of an issue.
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. - For urgent priority issues that impact production, call the Support Hotline.
For more information, see the following resources:
- Submit a request: Learn how to create a ticket by using the Support Portal or email.
- Add support information: Review what Solo Support needs to understand your request and provide timely, accurate assistance.
- Details to include in your support request: Review what Solo Support needs to understand your request and provide timely, accurate assistance.
- Priority levels: Learn more about priority levels and how to assign the right priority level to your support request.
- Targeted times for initial response: Review response times from Solo Support based on the priority level that you chose for your request.
- Join the Solo.io Slack community: Learn about which channels to join, and how to open a Support ticket in Zendesk by using Slack.
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.
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. - For urgent priority issues that impact production, call the Support Hotline.
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 level | Targeted time for initial response |
|---|---|
Urgent** | 1 hour (24/7/365) |
| High | 4 business hours (Monday - Friday 9:00 am - 6:00 pm US Eastern Time) |
| Normal | 8 business hours (Monday - Friday 9:00 am - 6:00 pm US Eastern Time) |
| Low | 24 business hours (Monday - Friday 9:00 am - 6:00 pm US Eastern Time) |
**For urgent priority issues that impact production, call the Support Hotline.
Solo Support reserves the right to adjust the priority you select if it does not align with the priorities documented above.
For more information, see the following resources:
- Submit a request: Learn how to create a ticket by using the Support Portal or email.
- Details to include in your support request: Review what Solo Support needs to understand your request and provide timely, accurate assistance.
- Priority levels: Learn more about priority levels and how to assign the right priority level to your support request.
- Join the Solo.io Slack community: Learn about which channels to join, and how to open a Support ticket in Zendesk by using Slack.
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:
| Software | Details |
|---|---|
| Solo products (such as Gloo Mesh Enterprise) | Support for N-3 versions |
| Istio | Support for N-4 versions (Example: If the current version of Istio is 1.19, support is provided for 1.15 and later versions.) |