Opening a support ticket

Create a Support Portal account

  1. Navigate to the Support Portal and click Sign up.
  2. On the next page, enter your full name and email address. You receive an email with instructions for how to create a password.
  3. Follow the Create password link in that email. Check your Spam folder if you do not see it in your inbox.
  4. You MUST add your phone number to your newly created profile. Failing to do so prevents your calls from being routed to a Solo Support Engineer when you call the Support Hotline to report Urgent incidents.

Generate a debug report in the Gloo UI

The simplest way to automatically gather environment details and submit a ticket is to use the Debug Report tool in the Gloo UI. For more information about and setup steps for the Gloo UI, see the Gloo UI guides.

The debug report tool gathers the following diagnostic information from the clusters in your Gloo setup. Note that no personal or organizational information is gathered in this step. You manually provide that information later when you submit the support request.

  • Gloo and Kubernetes component image versions
  • Gloo Mesh input and output translation snapshots
  • Gloo Mesh management server metrics
  • Gloo Mesh management server CPU and heap profiles
  • Pod configurations in Gloo and Istio namespaces
  • List of secret names, but no secret content
  • Metadata for nodes on the Kubernetes cluster

  1. Open the Gloo UI. The Gloo UI is served from the gloo-mesh-ui service on port 8090. You can connect by using the meshctl or kubectl CLIs.

    • meshctl:
        meshctl dashboard
    • kubectl:
      1. Port-forward the gloo-mesh-ui service on 8090.
          kubectl port-forward -n gloo-mesh svc/gloo-mesh-ui 8090:8090
      2. Open your browser and connect to http://localhost:8090.

  2. Optional: If authentication is enabled, sign in.

  3. Navigate to the Clusters page.

  4. Click the Debug Report button.

    Figure: Debug Tool button on the Clusters page in the Gloo UI.
    Figure: Debug Tool button on the Clusters page in the Gloo UI.

  5. To gather diagnostic details for your Gloo environment, you can either generate a standard debug report in a .zip file that you can download, or run scripts for specific clusters and namespaces to locally generate an advanced debug report.

    Figure: Debug Tool card, in which you can run a standard or advanced debug report.
    Figure: Debug Tool card, in which you can run a standard or advanced debug report.

  6. After you generate the report file, click Open a Request Ticket to open the Support Portal.

  7. Fill out the ticket request form. Start by entering any email addresses that you want updates to be sent to while Solo Support works on the ticket. Add a subject related to the issue that you are reporting.

  8. Add details for the issue in the description field.

  9. Enter the priority for this request. To learn more about priority levels and how to assign the right priority level to your ticket, see Priority levels.

  10. Upload the generated debug report file as an attachment.

  11. Submit your request. A Solo Support Engineer will be in touch following the Targeted times for initial response.

Manually submit a ticket

  1. Navigate to the Support Portal.
  2. Log in, and ensure your phone number is added to your profile. This is an important step, as it allows our system to recognize your account when you call the Support Hotline for urgent incidents.
  3. Click Create a ticket.
  4. Fill out the form. Start by entering any email addresses that you want updates to be sent to while Solo Support works on the ticket. Add a subject related to the issue that you are reporting.
  5. Add details for the issue in the description field. Refer to Add support information to help Solo Support better understand your request and provide timely and accurate assistance.
  6. Enter the priority for this request. To learn more about priority levels and how to assign the right priority level to your ticket, see Priority levels.
  7. Optional: Enter a GitHub issue and upload any attachments. Review the example steps to gather environment details.
  8. Submit your request. A Solo Support Engineer will be in touch following the Targeted times for initial response.

To update an existing ticket, log in to your account, and click View pending tickets. You see a new page where you can select the ticket you want to update and add comments to.

Details to include in your support request

Environment:

  • Versions, as applicable, for Gloo Mesh, Istio, Kubernetes
  • Infrastructure provider, such as AWS or on-premises VMs
  • Production, development, or other environment details

Setup:

  • Installation method, such as Helm, meshctl, or istioctl
  • Management cluster details, such as whether it also runs workloads
  • Number of workload clusters
  • If applicable, ingress gateway details and namespace
  • If applicable, egress gateway details and namespace
  • Federated trust details, such as self-signed certificates or certificates provided by a certificate management provider
  • Snapshot of your Gloo management-agent relay connection

Issue:

  • Description of the issue
  • Steps to reproduce the issue
  • Attach any relevant configuration/YAML files related to the issue, such as VirtualServices, Helm value files, etc.
  • Severity of the issue, such as urgent, high, normal, or low
  • Impact of the issue, such as blocking an update, blocking a demo, data loss or the system is down

Product-specific details:

  • Input and output snapshots
  • Control plane issues:
    • Logs, debug mode if possible, from the management server and relevant agent pods
  • Data plane issues:
    • Istio:
      • Config_dump(s) from relevant Envoy(s)
      • Envoy access log(s) for failing requests from relevant Envoy(s)
      • If possible, debug logs from relevant Envoy(s) during a failing request

Istio:

  • Installation method:
    • Gloo Operator
    • Gloo IstioLifecycleManager and GatewayLifecycleManager resources
    • Helm
    • Kustomize
    • IstioOperator

Priority levels

Priority levelDescription
Urgent priority**A problem that severely impacts your use of the software in a production environment, such as loss of production data, or in which your production systems are not functioning. The situation halts your business operations, or your revenue or brand are impacted and no procedural workaround exists.
High priorityA problem where the production environment is operational but functionality is severely reduced. The situation is causing a high impact to portions of your business operations, or your revenue or brand are threatened and no procedural workaround exists.
Normal priorityA problem that involves partial, non-critical loss of use of the software in a production environment or development environment. For production environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. For development environments, where the situation is causing your project to no longer continue or migrate into production.
Low priorityA general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is low-to-no impact on your business or the performance or functionality of your system. For development environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround.

Targeted times for initial response

When you contact Solo Support, you can choose a priority for your request:

Priority LevelStandard Support PolicyEnhanced Support Policy
Urgent**1 hour (24/7/365)15 minutes (24/7/365)
High4 hours2 hours (24/7/365)
Normal8 hours4 hours
Low24 hours12 hours

Join the solo.io Slack community

Join the solo.io Slack community to participate in conversations with other users and ask questions to the Solo team.

Navigate through the channels to find topics relevant to you. We recommend #gloo-mesh, #istio, and #istio-ambient-mesh for specific product conversations, and #general for general discussion.

To migrate a discussion from Slack into an email-based support ticket, you can use the /zendesk create_ticket macro within the channel where the conversation started. Select Support as the assignee to ensure your request reaches the Solo Support team. Selecting other options will delay or prevent our team from seeing your ticket.

If the macro hasn’t been added to a channel, ask a Solo team member to assist you.

Additional resources

Check out the following guides to start troubleshooting your environment and to collect the information to provide in your support request.