Contacting croit Support

You can ask croit for help with a connected cluster without leaving CDM. The ticket goes through the cluster itself, so croit receives it under that cluster's croit installation, with its status and, if you choose, its debug information. You do not have to describe which cluster you mean.

Opening a ticket

• Select Support at the bottom of the menu. If the breadcrumb narrows CDM to a cluster, that cluster is picked as the source of the issue; otherwise pick the cluster the issue is about.
• On a cluster's page, select the support button in the About card. The dialog opens with that cluster picked.

Fill in your contact details, a subject and your message, and select Submit. Below the form, CDM shows the cluster's log while it collects the debug information and sends the ticket to croit, and then confirms it. Support answers by e-mail. CDM remembers your contact details in your browser, shared with the ticket form of croit itself.

Cluster Info attaches the cluster's basic debug information and is on by default. Extended Debug Information adds the information of every server, which takes longer to collect.

Every user can open a ticket, including users with the viewer role. The cluster accepts the ticket with the credential CDM is registered with, which needs no admin rights, and the ticket changes nothing on the cluster. CDM's audit log records who opened a ticket for which cluster, and its subject.

When support is not offered

Support from croit is included with a croit licence, so CDM offers the form only for a croit cluster whose licence is active.

• A croit cluster without an active licence: the dialog says so instead of showing the form.
• A Ceph cluster connected through the Ceph Manager dashboard: croit support needs a croit cluster with a licence.
• No licensed cluster at all: the dialog says that support is not included for your clusters.

In each case croit still offers emergency support for any Ceph cluster, also without a croit licence. It is not free; see croit emergency support for how to request it.

If CDM has not been able to read a cluster's licence yet, for example right after you connected it or while it is unreachable, try again in a moment. You can always write to support@croit.io or use support.croit.io.

When a ticket is not sent

The cluster sends the ticket to croit over its own internet connection. If that fails, CDM says the ticket was not sent and why, and keeps what you entered so you can try again. The usual cause is a cluster that cannot reach api.croit.io, for example because of its proxy settings. You can also send the same text to support@croit.io.

If the cluster took the ticket but CDM cannot confirm that croit received it, CDM closes the form and says so. The ticket may still arrive, so do not send it again; if you hear nothing, write to support@croit.io.