How to get help

About Solo Support

Solo Support offers technical assistance in English for Solo products. We are committed to helping you successfully utilize our software in your production environment by: 

 

• Addressing specific questions and concerns related to the installation and maintenance of our software
• Assisting with troubleshooting
• Helping resolve errors or failures encountered during installation or use of our products
• Identifying and documenting reported bugs, as well as providing workaround solutions when possible
• Providing support for the integration between Solo products — Istio included — and third-party software. Note: Once we identify that the issue may be happening on the third-party side, we may redirect you to work with the appropriate vendor, as we do not provide support for any other vendor’s software. 

 

All Solo.io customers have access to various channels for obtaining technical assistance for our software:

1. Support Portal, at support.solo.io 
2. Slack: join the community of Solo users at slack.solo.io, or talk to your Account Executive to be added to the private Solo Slack space
3. Email, at support@solo.io 
4. Support Hotline (For Urgent priority, production-related issues only)

 

See the Submitting a Request section to learn how to create a ticket using the Support Portal or email. The What details to include in your support request subsection shows what Solo Support needs to understand your request and provide timely, accurate assistance. 

See the Joining the Solo.io Slack community section to learn about which channels to join, and how to open a Zendesk ticket using Slack. 

 

Not within Solo Support’s scope

Solo Support is not accountable for providing assistance with custom code, third-party tools, or unsupported technologies. Your request is possibly out of Solo Support’s scope if it is primarily about:

• Third party integrations, such as Hashicorp Vault
• Writing custom scripts
• Configuration of external authentication systems
• Open source projects (Istio is an exception). 

 

If you have questions or require assistance with any of the following: 

• Architecture, design review, and best practices
• Securing your environment
• Comprehensive installation guide
• Help with custom code
• Scheduling or registering for training and workshops

 

Please reach out to your Solo Account Executive or Customer Success Manager.

 

For guidance on what products may be right for you, to request a demo, or to learn more about pricing options, contact Solo Sales or reach out to your Account Executive. 

 

Support for Istio

Solo Support offers technical assistance for Istio-only customers in English. Technical support is provided for Solo-support images of Istio only. Support for upstream images is not included. 

 

We are committed to helping you successfully utilize Istio by: 

 

• Addressing specific questions and concerns related to the installation and maintenance of our software
• Assisting with break/fix troubleshooting
• Helping resolve errors or failures encountered during installation or use of our products
• Identifying and documenting reported bugs, as well as providing workaround solutions when possible
• Providing support for the integration between Solo products and third-party software. Note: we do not provide support for any other vendor’s software. 

 

All Solo.io customers have access to various channels for obtaining technical assistance for our software:

1. Support Portal, at support.solo.io 
2. Slack: join the community of Solo users at slack.solo.io, or talk to your Account Executive to be added to the private Solo Slack space
3. Email, at support@solo.io 
4. Support Hotline

 

Istio-support only: Targeted time for initial response

When you contact Solo Support, you can choose a priority for your request. See the Priority Levels section to see the definitions of each priority level. 

 

 

**To report Urgent priority, production-related issues, you must contact Solo’s Support Hotline

 

Note: Solo Support reserves the right to adjust the priority you select if it does not align with the priorities documented above. 

 

See the Submitting a Request section to learn how to create a ticket using the Support Portal or email. The What details to include in your support request subsection shows what Solo Support needs to understand your request and provide timely, accurate assistance. 

See the Joining the Solo.io Slack community section to learn about which channels to join, and how to open a Zendesk ticket using Slack. 

 

Support for Legacy Software

Solo recommends using the latest version of our software to ensure you have access to the latest features and bug fixes. 

 

If you are a few versions behind, you have access to Solo’s support for legacy software as shown in the following table: 

Submitting a request

Solo customers can submit new requests and update existing ones by using the Support Portal and email. 

 

Creating a Support Portal account

1. Navigate to support.solo.io and click “Sign up”
2. On the next page, enter your full name and email address. You receive an email with instructions 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. 

 

Using the Support Portal

1. Navigate to support.solo.io. 
2. If you already have an account, follow the steps below. If you need to create or update your account, review the Creating a Support Portal account subsection:
   1. 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.
   2. Click “Create a ticket”.
   3. Fill out the form. Enter any email addresses that you want updates sent to while Solo Support works on the ticket.  Add a subject related to the issue that you are reporting.
   4. Add details of the issuein the description field. See the What details to include in your support request subsection to learn what details to include in this field to help Solo Support better understand your request and provide timely and accurate assistance
   5. Enter the priority for this request. Review the Priority Levels subsection to understand how to assign the priority levels. 
   6. Enter a GitHub issue and attachment if applicable. Please note that the ticketing system has an attachment file size limit of 50MB.
   7. 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.

 

What details to include in your support request

Environment:

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

 

Setup:

• Installation method, such as Helm, istioctl, meshctl, or glooctl.
• Management cluster details, such as whether it also runs workloads
• Number of workload clusters
• Ingress gateway details and namespace
• East-west gateway details and namespace, if you use Gloo Gateway with Gloo Mesh or your own Istio installation
• 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 config/yaml files(eg. VirtualService/Upstream/settings/helm values etc) related to the issue
• 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: 

• Gloo Gateway
  • Control Plane issue
    • glooctl check
    • Logs, debug mode if possible, from the `gloo` pod
    • When using Gloo Gateway v2, logs from the `glood` pod
  • Data plane issue:
    • Config_dump from gateway-proxy (envoy) pod
    • Envoy access log(s) for failed request
    • If possible, Envoy debug logs during failed request

 

• Gloo Mesh/Gloo Mesh Gateway
  • Input and output snapshots

 

• Control Plane issue:
  • Logs, debug mode if possible, from mgmt-server and relevant agent pods
  • Data Plane issue:
    • 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: 
    • Istio-IstioLifeCycleManager
    • Helm
    • Kustomize
    • IstioOperator

 

Priority levels

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 priority: A 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 priority: A 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 priority: A 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:

 

 

**To report Urgent priority issues, you must contact Solo’s Support Hotline

 

Note: Solo Support reserves the right to adjust the priority you select if it does not align with the priorities documented above. 

 

Joining the solo.io Slack community

Join the solo.io Slack community at slack.solo.io 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, #gloo-enterprise, #service-mesh-hub for specific product conversations, and #general for general discussion.

 

To migrate a discussion from Slack into an email-based support ticket (we use Zendesk), 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

• Gloo Gateway troubleshooting guide
• Gloo Mesh troubleshooting guide
• Downloadable version of our versioned Technical Support Policy
• Communities of Practice repository on GitHub

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