Problem

What is Covered by DataStax Support?

DataStax will provide support for DataStax products, including offering support for open-source Apache Cassandra when a Luna support subscription is purchased. The list of DataStax products can be found here. 
Support for these products includes the discovery, analysis, and remediation of break/fix issues for these products.

Our Support Engineers are your partners when it comes to keeping your systems running smoothly. We interact directly with the DataStax Engineering team as well as our Product Management teams. Our job is to advocate on your behalf to remedy your issues. 

DataStax Support Organization

Support Expertise

DataStax Support has engineers across the globe to offer support around the clock (24x7) for organizations that have purchased 24-hour coverage. If your organization has purchased 8x5 coverage, you will be entitled to support Monday-Friday from 8AM-5PM in the region that you selected when purchasing support. 

Service Levels And SLA’s

SLA Definitions

• Urgent: Indicates a catastrophic problem in one of the customer's named productions clusters. Examples include a complete loss of service, production systems that are crashed, or a production system that hangs indefinitely. Customer cannot continue essential operations.
• High: Indicates a high-impact problem in Customer’s production systems. Essential operations are seriously disrupted, but a workaround exists which allows for continued essential operations.
• Normal: Indicates a lower impact problem on a production or non-production system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. Customer can continue essential operations. Normal problems also include all problems on non-production systems, such as test and development systems.
• Low: a general usage question. It also includes recommendations for requests for new products or features, and requests for enhancements or modifications. There is no impact on the quality, performance, or functionality of the product in a production or non-production system.

Please refer to the DataStax Support Policy for detailed information: https://www.datastax.com/legal/datastax-support-policy 

Accessing the Support Portal and Filing a Ticket

When you need assistance from the DataStax Support team, begin by navigating to the support portal. This is found at https://support.datastax.com


Click the Sign in button at the top right of the page to log in. Once you have logged in, you can file a case by clicking on your profile name, and selecting Submit A Case from the dropdown.



On the Case submission page, you will need to fill in the fields marked with a red star. 
 

The Subject should be an abstract description of your issue. You will be able to provide a detailed explanation at a later step. As you add the Subject, you will notice the Suggested Articles area will populate with articles that are related to the text you have entered. 



It is always a good idea to look at the Suggested Articles. You may find a solution to your issue here without having to wait on a back-and-forth exchange of data with the Support team.

The Product is the high-level product that you are submitting a ticket for. Additional fields will appear depending on what product you have selected. 

Additional Fields 

• Set the correct priority in the Priority field. These priorities should be based on the Priority SLA table above.
• The Business Impact field is where you can call out the specific impact this issue is having on your organization. This field is required for High and Urgent cases.
• In the Case Description field, please provide as detailed of a description as you can for your issue. Include code snippets, error messages, background information about recent changes, and any other information that you feel will help the Support engineer better understand your issue.
• Finally, enter a contact Phone number and your preferred Support Region if the Support engineer needs to reach out to you directly.

If you have files to attach, you can drag them over the orange lock icon or click on the area to upload files. Including a diagnostic tarball from OpsCenter is ALWAYS a good idea. It holds a plethora of information that can help a Support engineer narrow down your issue. At a minimum, you should always include the log files from the affected node, as well as the configuration files. Once you have included everything, click the create button

Gathering Diagnostic Data for a Ticket

Using OpsCenter to monitor/manage your cluster?

To gather a diagnostic tarball from OpsCenter, go to the top right of the OpsCenter UI, click on the Help button, and then click on Diagnostics. 

OpsCenter will generate the tarball and allow you to download. 

Not using OpsCenter?

Don't worry, you can use the following link to manually collect diagnostics, similar to those generated through OpsCenter: https://github.com/datastax/ds-support-diagnostic-collection

Escalating a Support Case

Should you ever need to escalate a Support Case, there is an Escalate Case button when viewing a Support Case.
 

Click on the Escalate Case button:

You will be prompted to choose an 'Escalation Reason':

• Ongoing Outage
• Change in Business Impact
• Issue has Reappeared
• Speak with DataStax Manager about quality of Support Received

Then 'Details of Escalation':

• Provide as much information as you can, to help our Support team assist you as quickly as possible.

Lastly 'Business Impact':

• Providing detailed business impact is pivotal for our support team to fully understand your situation & assist you with the appropriate urgency.

You also have a section at the bottom to attach any relevant attachments, which the support team can use to assist you immediately.

Last updated: 2024/10/16