Support

How to ask for Ondat support.

When you need support, raise a ticket via our Help Desk portal.

It is important to select the priority of your ticket in accordance with the severity. This helps us to route and prioritise your ticket accordingly.

Responses to tickets will be cc’d via email.

For personal support and general enquiries, join our public Slack channel.

Information to include in tickets

To help us provide effective support, we request that you provide as much information as possible when contacting us. The list below is a suggested starting point. Additionally, include anything specific, such as log entries, that may help us debug your issue.

Platform

Cloud provider/Bare metal
OS distribution and version
Kernel version

Ondat

Version of Ondat
storageos get nodes
storageos get volumes
storageos describe volume VOL_ID # in case of issues with a specific volume

Version and installation method
Managed or self managed?
kubectl -n storageos get pod
kubectl -n storageos logs -lapp=storageos -c storageos
kubectl -n storageos get storageclass
Specific for your namespaces: kubectl describe pvc PVC_NAME
Specific for your namespaces: kubectl describe pod POD_NAME

Environment Changes

Details of any recent changes to your environment such as planned maintenance, node reboots, network failures, etcd outage, etc.. This can help speed up ticket triage and resolution considerably

Ondat Support Bundle

Ondat provides the ability to generate a support bundle that aggregates cluster information. See Support Bundle for a list of what is included.

Ondat engineers might ask for a support bundle to be generated during support cases.

The information in the bundle is used only for support purposes, and will be removed once it is no longer needed. If the information is sensitive and can’t be given to Ondat, make sure that the support engineers have as much information about your environment as possible.

Refer to the Support Bundle documentation page for details of how to generate a bundle.