Severity defs

SUMMARY.md

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 * [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)
+* [Kubecost Severity Level Definitions](troubleshooting/kubcost-severity-definitions.md)
 
 ## Other Resources
 

troubleshooting/kubcost-severity-definitions.md

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+# Kubecost Severity Level Definitions
+
+ Opening a support case at [email protected] 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.

troubleshooting/successful-enterprise-support-engagement-guidelines.md

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+# 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.