From e753412302fcb67ca42f0c165598b356d329e0ce Mon Sep 17 00:00:00 2001 From: Gerard Nguyen Date: Wed, 25 Mar 2026 11:51:01 +1100 Subject: [PATCH 1/2] wip --- docs/vendor/support-submit-request.md | 135 +++++++++++--------------- 1 file changed, 58 insertions(+), 77 deletions(-) diff --git a/docs/vendor/support-submit-request.md b/docs/vendor/support-submit-request.md index a5da151c2f..b2821834e8 100644 --- a/docs/vendor/support-submit-request.md +++ b/docs/vendor/support-submit-request.md @@ -44,11 +44,32 @@ To submit a support request from the **Support Bundle Analysis** page: Replicated support SLAs are a combination of the customer license type, your Replicated plan, which product is impacted, and other considerations. Your answers to the questions in the support request form generate a severity calculation that is posted on the GitHub issue as a label, and potentially result in a page for high severity incidents. +The support page uses a multi-step wizard to guide you through submitting a support request or feature request. + To submit a support request from the Vendor Portal **Support** page: -1. In the Vendor Portal, go to **[Support](https://vendor.replicated.com/support) > Open a support request**. +1. In the Vendor Portal, go to **[Support](https://vendor.replicated.com/support)**. + +1. Select the product area related to your request. The available products depend on your account and may include: + - **KOTS**: Issues with the KOTS Admin Console or KOTS CLI + - **Embedded Cluster**: Issues with the Embedded Cluster installer + - **kURL**: Issues with the legacy kURL installer + - **Compatibility Matrix**: Issues with cluster and VM creation and usage + - **Vendor Portal**: Issues with hosted services including Enterprise Portal, Registry/Proxy Registry, and channel/release management + - **Helm CLI**: Issues with direct Helm installs and the Replicated SDK microservice + - **Native Scheduler**: Issues with the legacy Replicated Native Scheduler + +1. On the self-service page, review the suggested community articles and documentation links to see if your question has already been answered. If you still need help, click **Open a support request**. + + :::note + You can also click **Make a feature request** to submit a feature request instead. Feature requests collect a title, problem description, and an optional proposed solution. -1. In section 1 of the support request form, complete the required fields that apply to all requests: + If your team has a collab repository configured, you can also click **View open issues and requests** to see all submitted issues and feature requests on GitHub. + ::: + +1. (KOTS, Embedded Cluster, and kURL only) Upload one or more support bundles. The support bundle metadata is used to pre-populate customer information in the request form. + +1. Complete the support request form: @@ -56,125 +77,85 @@ To submit a support request from the Vendor Portal **Support** page: - - + + - + - + - + - + - - - - - - - -
Description
First Name and Last NameEnter your first and last name.First Name, Last Name, and GitHub Username +

These fields are only displayed if your Vendor Portal account does not have a GitHub username configured. Your GitHub username is required to access the GitHub collab repo used for support tickets.

+
Please choose the application you're troubleshootingCustomer Name -

Select the application associated with this support request.

-

The application that you select informs which customers (if any) associated with this support request.

+

Search for the name of the customer associated with this support request. This field is available when customer information was provided from a support bundle or from the application context.

+

Choosing a customer is required to enable some SLA levels that are specific to paid licenses.
Which customer are you supporting?Issue Title -

Search for the name of the customer associated with this support request.

-

Choosing a customer is required to enable some SLA levels that are specific to paid licenses.

+

(Required) The issue title on GitHub.
What type of installation is this impacting?Problem Description -

The options available in this field vary depending on the license type of the customer that you selected. Your selection for installation type determines the additional dynamic fields that are displayed on this request form.

-

The following describes each option:

-
    -
  • This is a non-critical question: Select this option for general questions
    • -
  • This is a problem outside of the customer premises: Issues that are not related to an on-prem installation, but still impact customers
    • -
  • This is a problem affecting our internal team: Issues impacting internal teams (such as CI/CD or issues seen in development environments)
    • -
  • This is a problem with software installed at a customer premises: Issues impacting one of your customers with the on-prem software
    • -
+

(Required) A description of the issue or problem.
Product areaIssue Impact -

The options available in this field vary depending on the products included in your account and enabled for the selected customer.

-

The following describes each option:

+

(Required) The impact level of the issue. The available options vary by product:

    -
  • KOTS: Issues with the KOTS Admin Console or KOTS CLI
    • -
  • Embedded Kubernetes (kURL): Issues with the kURL installer
    • -
  • Embedded Kubernetes (Embedded Cluster): Issues with the Embedded Cluster installer
    • -
  • Download Portal: Issues with the SaaS customer facing portals, including the Download Portal or the Enterprise Portal
    • -
  • Product Documentation: Questions or issues with documentation
    • -
  • Support Bundles and Preflights: Questions about Troubleshoot Support Bundles and Preflights
    • -
  • Replicated SDK: Questions about the Replicated SDK
    • +
  • KOTS, kURL, Embedded Cluster, and Native Scheduler: Issue in paid production environment, Issue in non-production environment, Any other question
    • +
  • Compatibility Matrix: Resources are entirely unavailable, A feature or resource is degraded, Any other question
    • +
  • Helm CLI: Production issue with SDK Microservice, Production issue with Helm install, Non-production issue, Any other question
    • +
  • Vendor Portal: SaaS Service inoperative, SaaS Service/Feature degraded, Any other question
Issue titleThe issue title on GitHub.
Describe the issue, problem, or potential bugThe issue description on GitHub.
-1. Complete the additional dynamic fields that are displayed in the request form. A subset of these dynamic fields is displayed depending on what you selected for the fields in the previous step. +1. If you selected a high-severity impact level (such as a production or service-inoperative issue), answer the additional assessment questions that are displayed: - +
- - - - - + - + - + - + -
Field Description
The application is currently down in a customer environment -

This field is only present if you selected **This is a problem with software installed at a customer premises** for the installation type.

-

Indicates if business critical functionality is not working at all.

-
What is impacted?Is this issue currently preventing you from using the product in production? -

This field is only present if you selected **This is a problem outside of the customer premises** for the installation type.

-

Select one of the options:

-
    -
  • I have a question: Select for general questions
    • -
  • One or more components: The issue is with one or more specific components
    • -
  • I cannot use the service at all: Indicates that functionality is not working at all
    • -
+

Indicates whether business-critical functionality is completely unavailable.
Is the issue with installing an application?Has this been reproduced in a different installation/environment? -

This field is only present if you selected **This is a problem with software installed at a customer premises** for the installation type.

-

Select one of the following options:

-
    -
  • New install: The issue is with a first time installation
    • -
  • Existing instance: The issue is with an instance after an initial successful installation, including upgrades.
    • -
+

Indicates whether the issue has been confirmed in more than one environment. If the issue is both blocking production and reproducible, the request may be escalated to Severity 1.
Type of clusterIs this blocking a production release of the product? -

This field is present unless you selected **This is a problem outside of the customer premises** for the installation type.

-

Indicates the type of Kubernetes cluster where the issue is present:

-
    -
  • kURL: kURL installations
    • -
  • Embedded Cluster: Embedded Cluster installations
    • -
  • Customer-supplied: Any other cluster type supplied by the customer
    • -
+

(Compatibility Matrix only) Displayed when the impact level is "Resources are entirely unavailable". Indicates whether the issue is blocking a production release.
Is the issue in an air gap environment?Select Cluster/VM -

This field is present unless you selected **This is a problem outside of the customer premises** for the installation type.

-

Indicates if the installation is air-gapped.

+

(Compatibility Matrix only) Optionally select a cluster or VM from your recent Compatibility Matrix history to associate with the request.
+ + +1. Click **Submit Request**. -1. In section 2, attach one or more support bundles: - - Use your pre-selected support bundle or select a different bundle in the pick list - - Select **Upload and attach a new support bundle** and attach a bundle from your file browser + If the severity calculation results in a Severity 1 (critical) issue, a confirmation dialog is displayed warning that an on-call engineer will be paged. You can choose to: + - Go back and edit the request details + - Continue and submit as Severity 2 without paging an engineer + - Continue and submit as Severity 1, which pages an on-call engineer -1. Click **Submit support request**. You receive a link to your support issue where you can interact with the support team. + After submission, you receive a link to your support issue where you can interact with the support team. ## Provide support bundles to Replicated after opening a support request {#add-bundle-after} From 5617a1ceaccb28dd7ad3987aa58741f34e3c493f Mon Sep 17 00:00:00 2001 From: Paige Calvert Date: Wed, 25 Mar 2026 14:16:18 -0600 Subject: [PATCH 2/2] docs edits --- docs/vendor/support-submit-request.md | 21 +++++++-------------- 1 file changed, 7 insertions(+), 14 deletions(-) diff --git a/docs/vendor/support-submit-request.md b/docs/vendor/support-submit-request.md index b2821834e8..8662f286e6 100644 --- a/docs/vendor/support-submit-request.md +++ b/docs/vendor/support-submit-request.md @@ -50,14 +50,7 @@ To submit a support request from the Vendor Portal **Support** page: 1. In the Vendor Portal, go to **[Support](https://vendor.replicated.com/support)**. -1. Select the product area related to your request. The available products depend on your account and may include: - - **KOTS**: Issues with the KOTS Admin Console or KOTS CLI - - **Embedded Cluster**: Issues with the Embedded Cluster installer - - **kURL**: Issues with the legacy kURL installer - - **Compatibility Matrix**: Issues with cluster and VM creation and usage - - **Vendor Portal**: Issues with hosted services including Enterprise Portal, Registry/Proxy Registry, and channel/release management - - **Helm CLI**: Issues with direct Helm installs and the Replicated SDK microservice - - **Native Scheduler**: Issues with the legacy Replicated Native Scheduler +1. Select the product area related to your request. The available products depend on your account. 1. On the self-service page, review the suggested community articles and documentation links to see if your question has already been answered. If you still need help, click **Open a support request**. @@ -67,7 +60,7 @@ To submit a support request from the Vendor Portal **Support** page: If your team has a collab repository configured, you can also click **View open issues and requests** to see all submitted issues and feature requests on GitHub. ::: -1. (KOTS, Embedded Cluster, and kURL only) Upload one or more support bundles. The support bundle metadata is used to pre-populate customer information in the request form. +1. (KOTS, Embedded Cluster, and kURL only) Upload one or more support bundles. The Vendor Portal uses support bundle metadata to pre-populate customer information in the request form. 1. Complete the support request form: @@ -79,13 +72,13 @@ To submit a support request from the Vendor Portal **Support** page: First Name, Last Name, and GitHub Username -

These fields are only displayed if your Vendor Portal account does not have a GitHub username configured. Your GitHub username is required to access the GitHub collab repo used for support tickets.

+

These fields are only displayed if you haven't added a GitHub username to your Vendor Portal account. Your GitHub username is required to access the GitHub collab repo used for support tickets.

Customer Name -

Search for the name of the customer associated with this support request. This field is available when customer information was provided from a support bundle or from the application context.

+

Search for the name of the customer associated with this support request. This field is available if you uploaded a support bundle in the previous step, or when customer information is available from the application context.

Choosing a customer is required to enable some SLA levels that are specific to paid licenses.

@@ -115,7 +108,7 @@ To submit a support request from the Vendor Portal **Support** page: -1. If you selected a high-severity impact level (such as a production or service-inoperative issue), answer the additional assessment questions that are displayed: +1. If you selected a high-severity impact level (such as a production or service-inoperative issue), answer the additional assessment questions: @@ -150,12 +143,12 @@ To submit a support request from the Vendor Portal **Support** page: 1. Click **Submit Request**. - If the severity calculation results in a Severity 1 (critical) issue, a confirmation dialog is displayed warning that an on-call engineer will be paged. You can choose to: + If the severity calculation results in a Severity 1 (critical) issue, the Vendor Portal displays a confirmation dialog that informs you that an on-call engineer will be paged. From this dialog, you can choose to: - Go back and edit the request details - Continue and submit as Severity 2 without paging an engineer - Continue and submit as Severity 1, which pages an on-call engineer - After submission, you receive a link to your support issue where you can interact with the support team. + After you submit the support request, you receive a link to your support issue where you can interact with the support team. ## Provide support bundles to Replicated after opening a support request {#add-bundle-after}