From 0b84201b763bb41155d3c8e78787ac08679ac2ec Mon Sep 17 00:00:00 2001 From: Mike Murphy Date: Tue, 30 Jul 2024 14:59:36 -0400 Subject: [PATCH 1/7] Successful Enterprise Support Engagement --- SUMMARY.md | 1 + ...nterprise-support-engagement-guidelines.md | 22 +++++++++++++++++++ 2 files changed, 23 insertions(+) create mode 100644 troubleshooting/successful-enterprise-support-engagement-guidelines.md diff --git a/SUMMARY.md b/SUMMARY.md index 5f7c12e46..815e82fec 100644 --- a/SUMMARY.md +++ b/SUMMARY.md @@ -200,6 +200,7 @@ * [Capture a Bug Report](troubleshooting/bug-report.md) * [Bug Bounty Program](troubleshooting/bug-bounty-program.md) * [Capture a HAR File](troubleshooting/capture-a-har-file.md) +* [Guidelines for a Successful Enterprise Support Engagement](troubleshooting/successful-enterprise-support-engagement-guidelines.md) ## Other Resources diff --git a/troubleshooting/successful-enterprise-support-engagement-guidelines.md b/troubleshooting/successful-enterprise-support-engagement-guidelines.md new file mode 100644 index 000000000..5fe49979b --- /dev/null +++ b/troubleshooting/successful-enterprise-support-engagement-guidelines.md @@ -0,0 +1,22 @@ +# Guidelines for a Successful Enterprise Support Engagement + +## Availability +Please make sure that you are available to work with Kubecost support at the scheduled times agreed upon. There are instances when the Kubecost Support team or Success team will bring in additional resources. + +## One Issue per Support Case +In order to provide efficiency, the Kubecost team requests that customers focus on a single issue per support case. If you are experiencing multiple issues, we request that you open up a new case so that we can assign the right resources for each issue to each individual case. + +## Diagnostic Information +If the Kubecost team requests information, please ensure that you provide all information that is requested. This often means bug reports, logs, HAR files, heap dumps and bug reports from multiple Kubecost instances in every environment. If how to provide the data is unclear, let us know and we will assist. There may be instances where support will request a [copy of the Database](https://github.com/kubecost/kubecost-utilities/tree/main/aggregator-backup#reliable-usage) from the Aggregator pod. Having the requested information in its entirety provides an optimal support experience. + +## Older Versions of Kubecost + +Kubecost delivers rapidly developing features and customers benefit from running the latest version to take advantage of all new features, bug fixes and security enhancements. + +## Collaborative Support +Kubecost uses Google Meet or Zoom as a collaborative support tool. These tools allow us to accelerate support by directly engaging, reviewing and observing behavior on a users system. If these collaborative support tools cannot be used in your environment, we are happy to use a collaborative tool used within your organization. + +We have an extensive internal network of Engineers that collaborate with our Support Services to resolve customer cases. We frequently request additional Engineers to work on the support cases to ensure that the right resources provide input in order to speed resolution. If there are no active tasks to accomplish during a collaborative support session, we may disengage in order to continue investigation internally. +In order to respect everyone’s time on a collaborative screen share session, please ensure that everyone is prepared to work through the specific tasks. In general, it is favorable to use collaborative support to observe an issue and directly troubleshoot. + +Kubecost respects security protocols and measures that are in place. If sharing data or engaging in a screen share is NOT possible, turnaround times could be impacted. We will adjust accordingly to help achieve the desired outcome as rapidly and efficiently as possible. \ No newline at end of file From 923fed4353e0c7dbadd594f89544168ab980f6ae Mon Sep 17 00:00:00 2001 From: Mike Murphy Date: Tue, 30 Jul 2024 15:12:45 -0400 Subject: [PATCH 2/7] Kubecost Severity Level Definitions --- SUMMARY.md | 1 + troubleshooting/kubcost-severity-definitions.md | 12 ++++++++++++ 2 files changed, 13 insertions(+) create mode 100644 troubleshooting/kubcost-severity-definitions.md diff --git a/SUMMARY.md b/SUMMARY.md index 815e82fec..90be40a54 100644 --- a/SUMMARY.md +++ b/SUMMARY.md @@ -201,6 +201,7 @@ * [Bug Bounty Program](troubleshooting/bug-bounty-program.md) * [Capture a HAR File](troubleshooting/capture-a-har-file.md) * [Guidelines for a Successful Enterprise Support Engagement](troubleshooting/successful-enterprise-support-engagement-guidelines.md) +* [Kubecost Severity Level Definitions](troubleshooting/kubcost-severity-definitions.md) ## Other Resources diff --git a/troubleshooting/kubcost-severity-definitions.md b/troubleshooting/kubcost-severity-definitions.md new file mode 100644 index 000000000..5a0933592 --- /dev/null +++ b/troubleshooting/kubcost-severity-definitions.md @@ -0,0 +1,12 @@ +# Kubecost Severity Level Definitions + + Opening a support case at support@kubecost.com or starting a thread in slack in your private slack channel (Enterprise customers only) can make it easier to share technical data, error messages, and system information with the Kubecost team. + +## p0 (urgent) +A problem that severely impacts your use of the software in a production environment (such as loss of production data or in which your Kubecost instance is no longer functioning. + +## p1 (high) +A problem where the software is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to specific features in Kubecost and no workaround exists. + +## p3 (low) +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 and a procedural workaround exists. For development environments, where the situation is causing issues that impact full functionality and inability to migrate to production. From 3b55a650d7550d92ed1d8aa83e7934b490d7ef5d Mon Sep 17 00:00:00 2001 From: Mike Murphy Date: Tue, 30 Jul 2024 16:29:10 -0400 Subject: [PATCH 3/7] renamed file --- ...t-severity-definitions.md => kubecost-severity-definitions.md} | 0 1 file changed, 0 insertions(+), 0 deletions(-) rename troubleshooting/{kubcost-severity-definitions.md => kubecost-severity-definitions.md} (100%) diff --git a/troubleshooting/kubcost-severity-definitions.md b/troubleshooting/kubecost-severity-definitions.md similarity index 100% rename from troubleshooting/kubcost-severity-definitions.md rename to troubleshooting/kubecost-severity-definitions.md From 09ce909d9038705cac6306fe12b93a17282f92d0 Mon Sep 17 00:00:00 2001 From: Mike Murphy Date: Tue, 30 Jul 2024 17:00:34 -0400 Subject: [PATCH 4/7] fix file name --- SUMMARY.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/SUMMARY.md b/SUMMARY.md index 90be40a54..d95113f5c 100644 --- a/SUMMARY.md +++ b/SUMMARY.md @@ -201,7 +201,7 @@ * [Bug Bounty Program](troubleshooting/bug-bounty-program.md) * [Capture a HAR File](troubleshooting/capture-a-har-file.md) * [Guidelines for a Successful Enterprise Support Engagement](troubleshooting/successful-enterprise-support-engagement-guidelines.md) -* [Kubecost Severity Level Definitions](troubleshooting/kubcost-severity-definitions.md) +* [Kubecost Severity Level Definitions](troubleshooting/kubecost-severity-definitions.md) ## Other Resources From de6171e92d47a3c28a7edf1a73dd44625a42e632 Mon Sep 17 00:00:00 2001 From: Mike Murphy <36980248+mmurph3@users.noreply.github.com> Date: Fri, 20 Sep 2024 13:11:09 -0400 Subject: [PATCH 5/7] Update integrating-kubecost-with-datadog.md fix conflict --- integrations/integrating-kubecost-with-datadog.md | 3 +-- 1 file changed, 1 insertion(+), 2 deletions(-) diff --git a/integrations/integrating-kubecost-with-datadog.md b/integrations/integrating-kubecost-with-datadog.md index e06ee636a..b37d24687 100644 --- a/integrations/integrating-kubecost-with-datadog.md +++ b/integrations/integrating-kubecost-with-datadog.md @@ -6,8 +6,7 @@ Datadog is a monitoring and security platform which teams use for cloud applicat Before you get started, you will need the following: -* Install [kubectl](https://kubernetes.io/docs/tasks/tools/), [Helm](https://helm.sh/docs/intro/install/), and [GNU Wget](https://www.gnu.org/software/wget/) -* Datadog account with API key and account permissions to create dashboards +* Install [kubectl](https://kubernetes.io/docs/tasks/tools/), [Helm](https://helm.sh/docs/intro/install/), and GNU Wget] * Kubernetes cluster with permission to access and deploy new workloads ## Step 1: Install Datadog agent From a8db13b2aee5af3937e6bc7166589868b19eaf8c Mon Sep 17 00:00:00 2001 From: Mike Murphy <36980248+mmurph3@users.noreply.github.com> Date: Fri, 20 Sep 2024 13:12:06 -0400 Subject: [PATCH 6/7] Update kubecostv2.md fix conflict --- install-and-configure/install/kubecostv2.md | 4 ---- 1 file changed, 4 deletions(-) diff --git a/install-and-configure/install/kubecostv2.md b/install-and-configure/install/kubecostv2.md index cb3d34fc3..f49eb40e7 100644 --- a/install-and-configure/install/kubecostv2.md +++ b/install-and-configure/install/kubecostv2.md @@ -2,10 +2,6 @@ Kubecost v2 introduced massive functionality changes including changes to the backend architecture. This may require additional changes be made to your environment before upgrading from an older version of Kubecost to 2.0+. This article reviews several different common configurations and explains any necessary steps to take. -{% hint style="danger" %} -After upgrading to v2, it's possible saved reports may not properly display in the Kubecost UI. Follow [this solution](/using-kubecost/navigating-the-kubecost-ui/reports.md#saved-reports-not-appearing-in-kubecost-ui-after-upgrading-to-v2) if you experience this problem. -{% endhint %} - ## Single cluster users If you have a single cluster installation of Kubecost (i.e. one primary Kubecost instance on each cluster), then you can follow the standard upgrade process for Kubecost 2.0+. From e2ad9f400916f6cfaf2a7d124635fea8821ef458 Mon Sep 17 00:00:00 2001 From: Mike Murphy <36980248+mmurph3@users.noreply.github.com> Date: Fri, 20 Sep 2024 13:13:54 -0400 Subject: [PATCH 7/7] Update reports.md remove copy reports script. No longer exists. --- using-kubecost/navigating-the-kubecost-ui/reports.md | 9 --------- 1 file changed, 9 deletions(-) diff --git a/using-kubecost/navigating-the-kubecost-ui/reports.md b/using-kubecost/navigating-the-kubecost-ui/reports.md index 23c1afd29..84ff65362 100644 --- a/using-kubecost/navigating-the-kubecost-ui/reports.md +++ b/using-kubecost/navigating-the-kubecost-ui/reports.md @@ -294,12 +294,3 @@ data: Navigate to your Reports page in the Kubecost UI and ensure that the configured report parameters have been set by selecting the Report name. -### Saved reports not appearing in Kubecost UI after upgrading to v2 - -After upgrading Kubecost to v2, saved reports may not properly display in the Kubecost UI. To properly transfer over saved reports, download this [`copy-reports.sh` file](https://github.com/kubecost/kubecost-utilities/blob/main/copy-reports/copy-reports.sh), then run the following command: - -``` -bash copy-reports.sh -``` - -Saved reports should then populate in your upgraded Kubecost version.