From 301ba25b3536a4ad6163141bc2d23540f88444c5 Mon Sep 17 00:00:00 2001 From: Stacey Salamon Date: Wed, 6 Dec 2023 16:04:07 +0100 Subject: [PATCH 1/9] Update support article --- .../platform/howto/project-support-center.rst | 20 +++++++++---------- 1 file changed, 10 insertions(+), 10 deletions(-) diff --git a/docs/platform/howto/project-support-center.rst b/docs/platform/howto/project-support-center.rst index ab6136e14d..d33638e538 100644 --- a/docs/platform/howto/project-support-center.rst +++ b/docs/platform/howto/project-support-center.rst @@ -7,16 +7,18 @@ The Basic support tier is provided to all customers on paid plans. If you are us In addition to the Basic support tier, we offer three additional tiers that offer faster response times, phone support, and other services. For more information about support plans, please see `Aiven support details page `_ or contact sales@Aiven.io to discuss the paid support options. -You can create and track support tickets in the `Aiven Console `_ following the instructions on this page. For other services included in your support tier - such as business reviews or disaster recovery planning - contact the sales team at sales@Aiven.io. +You can create and track support requests in the Aiven Support Portal following the instructions on this page. For other services included in your support tier - such as business reviews or disaster recovery planning - contact the sales team at sales@Aiven.io. -Create a support ticket -~~~~~~~~~~~~~~~~~~~~~~~~ +Create a support request +~~~~~~~~~~~~~~~~~~~~~~~~~ -To create support tickets in the `Aiven Console `_: +To create support requests: -#. Click **Support**. +#. In the `Aiven Console `_, click **Support**. -#. Click **Create ticket**. +#. Click **Go to Support Portal**. + +#. Click **New Request**. #. Enter a **Subject** and detailed **Description** of the issue. @@ -31,8 +33,6 @@ To create support tickets in the `Aiven Console `_: #. Select the affected project, service, and a severity level. -#. Click **Create ticket**. - -The new support ticket is sent to our support team for review and you also receive a confirmation email. `Response times `_ vary by case severity and support tier. +#. Click **Submit**. -You can track the status of your tickets from the project support center, but information and updates are sent directly to your email address. You can update your ticket's details and communicate with the support team by replying to these emails. If you are on a paid support tier, your account team is also notified. \ No newline at end of file +You can track the status of your request in the portal. `Response times `_ vary by case severity and support tier. If you are on a paid support tier, your account team is also notified about the request. \ No newline at end of file From b49953f02c8fff436cf58925873b5195b916a8c7 Mon Sep 17 00:00:00 2001 From: Stacey Salamon Date: Thu, 7 Dec 2023 11:28:21 +0100 Subject: [PATCH 2/9] Update instructions --- .../platform/howto/project-support-center.rst | 38 +++++++++++-------- 1 file changed, 23 insertions(+), 15 deletions(-) diff --git a/docs/platform/howto/project-support-center.rst b/docs/platform/howto/project-support-center.rst index d33638e538..5e86608c63 100644 --- a/docs/platform/howto/project-support-center.rst +++ b/docs/platform/howto/project-support-center.rst @@ -1,26 +1,32 @@ -Get support in the Aiven Console -================================= +Submit a support ticket +========================= -Aiven is committed to providing excellent and responsive support to all of our customers. We monitor our services 24/7 and rapidly address any anomalies. +The Basic support tier is provided to all customers on paid service plans. If you are using a free service, you can ask questions in the Aiven Community Forum. -The Basic support tier is provided to all customers on paid plans. If you are using a free service, you can ask questions in the Aiven Community Forum. +Aiven also offers three additional support tiers with faster response times, phone support, and other services. For more information about these tiers, check out the `Aiven support details page `_ or contact sales@Aiven.io. -In addition to the Basic support tier, we offer three additional tiers that offer faster response times, phone support, and other services. For more information about support plans, please see `Aiven support details page `_ or contact sales@Aiven.io to discuss the paid support options. +You can create and track support tickets in the Aiven Support Center. For other services included in your support tier - such as business reviews or disaster recovery planning - contact the sales team at sales@Aiven.io. -You can create and track support requests in the Aiven Support Portal following the instructions on this page. For other services included in your support tier - such as business reviews or disaster recovery planning - contact the sales team at sales@Aiven.io. +Create a support ticket +~~~~~~~~~~~~~~~~~~~~~~~~~ -Create a support request -~~~~~~~~~~~~~~~~~~~~~~~~~ +#. In the `Aiven Console `_, click **Support**. -To create support requests: +#. Click **Go to Aiven Support Center**. -#. In the `Aiven Console `_, click **Support**. +#. Click **Create ticket**. + +#. Enter a **Subject**. -#. Click **Go to Support Portal**. +#. Select a **Severity** level: -#. Click **New Request**. + * Low: The primary functions are working, but some secondary functionality is not working. + * High: The primary functions are working, but severely limited or slow. + * Critical: The primary functions are not working and it's not possible to find workarounds. -#. Enter a **Subject** and detailed **Description** of the issue. +#. Select the affected **Product**. + +#. Enter a detailed **Description** of the issue. .. note:: @@ -31,8 +37,10 @@ To create support requests: * Any error messages * Any languages or frameworks you are using -#. Select the affected project, service, and a severity level. +#. Optional: Upload a file, such as a screenshot. #. Click **Submit**. -You can track the status of your request in the portal. `Response times `_ vary by case severity and support tier. If you are on a paid support tier, your account team is also notified about the request. \ No newline at end of file +If you are on a paid support tier, your account team is also notified when you submit a ticket. + +You can track the status of your tickets on the **My tickets** page. `Response times `_ vary by case severity and support tier. \ No newline at end of file From a8ff9afd139da5c8d0320520651f665af1a19f3b Mon Sep 17 00:00:00 2001 From: Stacey Salamon Date: Thu, 7 Dec 2023 16:16:19 +0100 Subject: [PATCH 3/9] Minor changes --- docs/platform/howto/project-support-center.rst | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/docs/platform/howto/project-support-center.rst b/docs/platform/howto/project-support-center.rst index 5e86608c63..bc853c6fbc 100644 --- a/docs/platform/howto/project-support-center.rst +++ b/docs/platform/howto/project-support-center.rst @@ -1,5 +1,5 @@ -Submit a support ticket -========================= +Support +======== The Basic support tier is provided to all customers on paid service plans. If you are using a free service, you can ask questions in the Aiven Community Forum. @@ -8,7 +8,7 @@ Aiven also offers three additional support tiers with faster response times, pho You can create and track support tickets in the Aiven Support Center. For other services included in your support tier - such as business reviews or disaster recovery planning - contact the sales team at sales@Aiven.io. Create a support ticket -~~~~~~~~~~~~~~~~~~~~~~~~~ +~~~~~~~~~~~~~~~~~~~~~~~~ #. In the `Aiven Console `_, click **Support**. From b83b90fd8a375379234612aa4a8d9474c139ad48 Mon Sep 17 00:00:00 2001 From: Stacey Salamon Date: Thu, 7 Dec 2023 17:08:07 +0100 Subject: [PATCH 4/9] Consolidate support section --- _redirects | 6 +++ _toc.yml | 10 +---- .../concepts/service-level-agreement.rst | 6 --- docs/platform/howto/change-support-tier.rst | 31 ------------- .../platform/howto/project-support-center.rst | 43 +++++++++++++++++-- 5 files changed, 48 insertions(+), 48 deletions(-) delete mode 100644 docs/platform/concepts/service-level-agreement.rst delete mode 100644 docs/platform/howto/change-support-tier.rst diff --git a/_redirects b/_redirects index 08564efddf..d1b935b0ef 100644 --- a/_redirects +++ b/_redirects @@ -59,6 +59,12 @@ /docs/products/opensearch/howto/list-upgrade /docs/products/opensearch/howto /docs/products/opensearch/howto/upgrade-to-opensearch /docs/products/opensearch/concepts/opensearch-vs-elasticsearch /docs/tutorials /docs/integrations +/docs/platform/howto/list-support /docs/platform/howto/project-support-center +/docs/platform/howto/change-support-tier /docs/platform/howto/project-support-center +/docs/platform/concepts/service-level-agreement /docs/platform/howto/project-support-center + + + # Moved to https://aiven.io/developer /docs/tools/terraform/reference/cookbook https://aiven.io/developer/terraform diff --git a/_toc.yml b/_toc.yml index 33a6bd19ee..7d7eee70f2 100644 --- a/_toc.yml +++ b/_toc.yml @@ -18,6 +18,7 @@ entries: - file: docs/platform/howto/billing-google-cloud-platform-marketplace-subscription title: Set up Google Cloud Marketplace subscriptions - file: docs/tools/aiven-console + - file: docs/platform/concepts/beta_services - file: docs/platform/howto/feature-preview # -------- ORGANIZATIONS, UNITS, PROJECTS -------- @@ -1342,14 +1343,7 @@ entries: title: Troubleshoot connection issues # -------- SUPPORT -------- - - file: docs/platform/howto/list-support - title: Support - entries: - - file: docs/platform/howto/project-support-center - - file: docs/platform/howto/change-support-tier - title: Upgrade your support tier - - file: docs/platform/concepts/service-level-agreement - - file: docs/platform/concepts/beta_services + - file: docs/platform/howto/project-support-center # -------- COMMUNITY -------- - file: docs/community diff --git a/docs/platform/concepts/service-level-agreement.rst b/docs/platform/concepts/service-level-agreement.rst deleted file mode 100644 index 9a1799dd11..0000000000 --- a/docs/platform/concepts/service-level-agreement.rst +++ /dev/null @@ -1,6 +0,0 @@ -Service level agreement -======================= - -The Aiven service level agreement (SLA) details can be found at `aiven.io/sla `_. - -Custom SLAs are available for premium plans. Contact us at sales@Aiven.io for more details. diff --git a/docs/platform/howto/change-support-tier.rst b/docs/platform/howto/change-support-tier.rst deleted file mode 100644 index 3944bb04f0..0000000000 --- a/docs/platform/howto/change-support-tier.rst +++ /dev/null @@ -1,31 +0,0 @@ -Upgrade your support tier in the Aiven Console -============================================== - -Aiven provides free Basic tier support for all paid services. Beyond this standard support, Aiven also offers `three additional support tiers `_ with faster response times, phone support, and other services. - -You can upgrade your support tier within the Aiven Console. If you have questions or want to downgrade your support tier, contact your account team. - -Upgrade your support tier -~~~~~~~~~~~~~~~~~~~~~~~~~~ - -To upgrade your organization's support tier to the Priority, Business, or Enterprise tier in the `Aiven Console `_: - -#. In the organization, click **Support**. - -#. In the **Current support tier** section, click **Upgrade to Enterprise**. - -#. Choose the support tier you want to upgrade to and click **Choose tier**. - -#. Select a **Start date**. - - .. note:: - If you select the current month, you will be charged a percentage of the total service spend for the whole month, starting from the 1st. - -#. Select a **Billing group**. - - .. important:: - The support costs for all current and future services in the selected organization and all of its organizational units will be added to the invoice for this billing group. - -#. Click **Upgrade tier**. - -It typically takes 1-2 business days to set up the new support tier. You can view the status of your request on the support page under **Current support tier**. \ No newline at end of file diff --git a/docs/platform/howto/project-support-center.rst b/docs/platform/howto/project-support-center.rst index bc853c6fbc..f51e78d829 100644 --- a/docs/platform/howto/project-support-center.rst +++ b/docs/platform/howto/project-support-center.rst @@ -3,13 +3,20 @@ Support The Basic support tier is provided to all customers on paid service plans. If you are using a free service, you can ask questions in the Aiven Community Forum. -Aiven also offers three additional support tiers with faster response times, phone support, and other services. For more information about these tiers, check out the `Aiven support details page `_ or contact sales@Aiven.io. +Aiven offers three additional support tiers with faster response times, phone support, and other services. For more information about these tiers, check out the `Aiven support details page `_ or contact sales@Aiven.io. You can :ref:`upgrade your support tier ` in the Aiven Console. -You can create and track support tickets in the Aiven Support Center. For other services included in your support tier - such as business reviews or disaster recovery planning - contact the sales team at sales@Aiven.io. +Service level agreement +~~~~~~~~~~~~~~~~~~~~~~~~ + +The Aiven service level agreement (SLA) details can be found at `aiven.io/sla `_. + +Custom SLAs are available for premium plans. Contact us at sales@Aiven.io for more details. Create a support ticket ~~~~~~~~~~~~~~~~~~~~~~~~ +You can create and track support tickets in the Aiven Support Center. For other services included in your support tier - such as business reviews or disaster recovery planning - contact the sales team at sales@Aiven.io. + #. In the `Aiven Console `_, click **Support**. #. Click **Go to Aiven Support Center**. @@ -43,4 +50,34 @@ Create a support ticket If you are on a paid support tier, your account team is also notified when you submit a ticket. -You can track the status of your tickets on the **My tickets** page. `Response times `_ vary by case severity and support tier. \ No newline at end of file +You can track the status of your tickets on the **My tickets** page. `Response times `_ vary by case severity and support tier. + + +.. _upgrade-support-tier: + +Upgrade your support tier +~~~~~~~~~~~~~~~~~~~~~~~~~~ + +If you have questions or want to downgrade your support tier, contact your account team. + +To upgrade your organization's support tier in the `Aiven Console `_: + +#. In the organization, click **Support**. + +#. In the **Current support tier** section, click **Upgrade to Enterprise**. + +#. Choose the support tier you want to upgrade to and click **Choose tier**. + +#. Select a **Start date**. + + .. note:: + If you select the current month, you will be charged a percentage of the total service spend for the whole month, starting from the 1st. + +#. Select a **Billing group**. + + .. important:: + The support costs for all current and future services in the selected organization and all of its organizational units will be added to the invoice for this billing group. + +#. Click **Upgrade tier**. + +It typically takes 1-2 business days to set up the new support tier. You can view the status of your request on the support page under **Current support tier**. \ No newline at end of file From 4c5eb215192a81dd13d923216b1eb012bbf82f07 Mon Sep 17 00:00:00 2001 From: Stacey Salamon Date: Mon, 11 Dec 2023 19:30:47 +0100 Subject: [PATCH 5/9] Update support article --- .../platform/howto/project-support-center.rst | 71 ++++++++++++------- 1 file changed, 47 insertions(+), 24 deletions(-) diff --git a/docs/platform/howto/project-support-center.rst b/docs/platform/howto/project-support-center.rst index f51e78d829..7808242f90 100644 --- a/docs/platform/howto/project-support-center.rst +++ b/docs/platform/howto/project-support-center.rst @@ -12,6 +12,36 @@ The Aiven service level agreement (SLA) details can be found at `aiven.io/sla `_: + +#. In the organization, click **Support**. + +#. In the **Current support tier** section, click **Upgrade to Enterprise**. + +#. Choose the support tier you want to upgrade to and click **Choose tier**. + +#. Select a **Start date**. + + .. note:: + If you select the current month, you will be charged a percentage of the total service spend for the whole month, starting from the 1st. + +#. Select a **Billing group**. + + .. important:: + The support costs for all current and future services in the selected organization and all of its organizational units will be added to the invoice for this billing group. + +#. Click **Upgrade tier**. + +It typically takes 1-2 business days to set up the new support tier. You can view the status of your request on the support page under **Current support tier**. + + Create a support ticket ~~~~~~~~~~~~~~~~~~~~~~~~ @@ -23,6 +53,8 @@ You can create and track support tickets in the Aiven Support Center. For other #. Click **Create ticket**. +#. Enter email addresses to CC in the support ticket. All new comments and updates will be sent to these emails. + #. Enter a **Subject**. #. Select a **Severity** level: @@ -31,7 +63,9 @@ You can create and track support tickets in the Aiven Support Center. For other * High: The primary functions are working, but severely limited or slow. * Critical: The primary functions are not working and it's not possible to find workarounds. -#. Select the affected **Product**. +#. Optional: Enter the ID of the affected projects and services. + +#. Select the affected **Product** and the reason for creating the ticket. #. Enter a detailed **Description** of the issue. @@ -44,40 +78,29 @@ You can create and track support tickets in the Aiven Support Center. For other * Any error messages * Any languages or frameworks you are using -#. Optional: Upload a file, such as a screenshot. +#. Optional: Upload a file, such as screenshots or logs. -#. Click **Submit**. +#. Click **Create ticket**. If you are on a paid support tier, your account team is also notified when you submit a ticket. You can track the status of your tickets on the **My tickets** page. `Response times `_ vary by case severity and support tier. -.. _upgrade-support-tier: - -Upgrade your support tier -~~~~~~~~~~~~~~~~~~~~~~~~~~ - -If you have questions or want to downgrade your support tier, contact your account team. - -To upgrade your organization's support tier in the `Aiven Console `_: - -#. In the organization, click **Support**. +Add users to a support ticket +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ -#. In the **Current support tier** section, click **Upgrade to Enterprise**. +You can CC other users in an open support ticket by adding their email addresses to the ticket. -#. Choose the support tier you want to upgrade to and click **Choose tier**. +* CCed emails that belong to Aiven users can also add comments and CC other emails on those tickets. +* Non-users would only be able to reply to emails to add a comment? Can they CC others via email, adding them to the ticket? -#. Select a **Start date**. - - .. note:: - If you select the current month, you will be charged a percentage of the total service spend for the whole month, starting from the 1st. +To add someone to a support ticket: -#. Select a **Billing group**. +#. On the **My tickets** page, open the ticket. - .. important:: - The support costs for all current and future services in the selected organization and all of its organizational units will be added to the invoice for this billing group. +#. Click **Add to conversation**. -#. Click **Upgrade tier**. +#. Add the email addresses in the **CC** field separated by a space. -It typically takes 1-2 business days to set up the new support tier. You can view the status of your request on the support page under **Current support tier**. \ No newline at end of file +#. Enter a comment and click **Submit**. \ No newline at end of file From 3f33d95739dedc1b9e08686836125d7aa5b18281 Mon Sep 17 00:00:00 2001 From: Stacey Salamon Date: Tue, 12 Dec 2023 17:24:52 +0100 Subject: [PATCH 6/9] Consolidate support section and add instructions --- .github/vale/dicts/aiven.dic | 1 + _toc.yml | 1 + docs/platform/howto/list-support.rst | 6 -- .../platform/howto/project-support-center.rst | 65 +++++++++++++++---- 4 files changed, 53 insertions(+), 20 deletions(-) delete mode 100644 docs/platform/howto/list-support.rst diff --git a/.github/vale/dicts/aiven.dic b/.github/vale/dicts/aiven.dic index 3d20117100..c46f70d9da 100644 --- a/.github/vale/dicts/aiven.dic +++ b/.github/vale/dicts/aiven.dic @@ -275,6 +275,7 @@ UDFs unassign uncomment unencrypted +unfollow United States Unschedule untrusted diff --git a/_toc.yml b/_toc.yml index 7d7eee70f2..e14f8c0c16 100644 --- a/_toc.yml +++ b/_toc.yml @@ -1344,6 +1344,7 @@ entries: # -------- SUPPORT -------- - file: docs/platform/howto/project-support-center + title: Support # -------- COMMUNITY -------- - file: docs/community diff --git a/docs/platform/howto/list-support.rst b/docs/platform/howto/list-support.rst deleted file mode 100644 index ac6114123a..0000000000 --- a/docs/platform/howto/list-support.rst +++ /dev/null @@ -1,6 +0,0 @@ -Support -======== - -Browse through instructions for Aiven's support services. - -.. tableofcontents:: diff --git a/docs/platform/howto/project-support-center.rst b/docs/platform/howto/project-support-center.rst index 7808242f90..49209a5ac9 100644 --- a/docs/platform/howto/project-support-center.rst +++ b/docs/platform/howto/project-support-center.rst @@ -1,16 +1,12 @@ Support ======== -The Basic support tier is provided to all customers on paid service plans. If you are using a free service, you can ask questions in the Aiven Community Forum. +The Basic support tier is provided to all customers on paid service plans. Aiven offers three additional support tiers with faster response times, phone support, and other services. For more information about the tiers, check out the `Aiven support details page `_ or contact sales@Aiven.io. -Aiven offers three additional support tiers with faster response times, phone support, and other services. For more information about these tiers, check out the `Aiven support details page `_ or contact sales@Aiven.io. You can :ref:`upgrade your support tier ` in the Aiven Console. +If you are using a free service, you can ask questions in the `Aiven Community Forum `_. -Service level agreement -~~~~~~~~~~~~~~~~~~~~~~~~ - -The Aiven service level agreement (SLA) details can be found at `aiven.io/sla `_. +The Aiven service level agreement (SLA) is available on `the SLA page `_. Custom SLAs are available for premium plans. Contact the sales team at sales@Aiven.io for more details. -Custom SLAs are available for premium plans. Contact us at sales@Aiven.io for more details. .. _upgrade-support-tier: @@ -59,9 +55,9 @@ You can create and track support tickets in the Aiven Support Center. For other #. Select a **Severity** level: - * Low: The primary functions are working, but some secondary functionality is not working. - * High: The primary functions are working, but severely limited or slow. - * Critical: The primary functions are not working and it's not possible to find workarounds. + * Low: The primary functions are working, but some secondary functionality is not working. + * High: The primary functions are working, but severely limited or slow. + * Critical: The primary functions are not working and it's not possible to find workarounds. #. Optional: Enter the ID of the affected projects and services. @@ -78,7 +74,10 @@ You can create and track support tickets in the Aiven Support Center. For other * Any error messages * Any languages or frameworks you are using -#. Optional: Upload a file, such as screenshots or logs. +#. Optional: Upload files such as screenshots, logs, or :ref:`HAR files `. + + .. important:: + Aiven support will never ask you to provide sensitive data such as passwords or personal information. You should remove (not redact) any sensitive data in files that you attach to a support ticket. #. Click **Create ticket**. @@ -87,14 +86,16 @@ If you are on a paid support tier, your account team is also notified when you s You can track the status of your tickets on the **My tickets** page. `Response times `_ vary by case severity and support tier. -Add users to a support ticket -~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ +Add participants to a support ticket +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ You can CC other users in an open support ticket by adding their email addresses to the ticket. * CCed emails that belong to Aiven users can also add comments and CC other emails on those tickets. * Non-users would only be able to reply to emails to add a comment? Can they CC others via email, adding them to the ticket? +If you want to give every organization user access to all support tickets in your organization contact your account manager. + To add someone to a support ticket: #. On the **My tickets** page, open the ticket. @@ -103,4 +104,40 @@ To add someone to a support ticket: #. Add the email addresses in the **CC** field separated by a space. -#. Enter a comment and click **Submit**. \ No newline at end of file +#. Enter a comment and click **Submit**. + + +Follow all support tickets in your organization +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +Super admin can get notifications for updates on all tickets in their organization. + +#. Click **My tickets**. + +#. On the **Tickets in my organization** tab, click **Follow all tickets**. + +You will get email notifications for all updates on both existing and new tickets. You can unfollow them at any time. + + +.. _create-har-files: + +Create HAR files +~~~~~~~~~~~~~~~~~ + +Aiven support may need information about the network requests that are generated in your browser when you experience a problem. Browsers can capture a log of these network requests in a HAR (HTTP Archive) file. + +If the support team asks for a HAR file: + +#. Use your browser to create the HAR file while you go through the steps to reproduce the problem: + + * Follow the `instructions for Internet Explorer/Edge, Firefox, and Chrome `_. + * For Safari, make sure you can access the `developer tools `_ and then follow the instructions for `exporting a HAR file `_. + +#. Replace sensitive data in the file with placeholders while retaining the JSON structure and format. Examples of sensitive data include: + + * Personal identifiers such as email addresses and phone numbers + * Authentication tokens or passwords + * Sensitive URLs + * Sensitive cookies or headers + + From e026cb6ac7c1b9249ce25cf2292aa6d608a48dc1 Mon Sep 17 00:00:00 2001 From: Stacey Salamon Date: Wed, 13 Dec 2023 15:28:14 +0100 Subject: [PATCH 7/9] Address review comments --- _toc.yml | 9 ------- .../platform/howto/project-support-center.rst | 27 +++++++------------ 2 files changed, 9 insertions(+), 27 deletions(-) diff --git a/_toc.yml b/_toc.yml index e14f8c0c16..936fa48225 100644 --- a/_toc.yml +++ b/_toc.yml @@ -1345,12 +1345,3 @@ entries: # -------- SUPPORT -------- - file: docs/platform/howto/project-support-center title: Support - - # -------- COMMUNITY -------- - - file: docs/community - title: Community - entries: - - file: docs/community/challenge/catch-the-bus - title: Catch the Bus - Aiven challenge with ClickHouse - - file: docs/community/challenge/the-rolling-challenge - title: Rolling - Aiven challenge with Apache Kafka and Apache Flink diff --git a/docs/platform/howto/project-support-center.rst b/docs/platform/howto/project-support-center.rst index 49209a5ac9..cdb140365f 100644 --- a/docs/platform/howto/project-support-center.rst +++ b/docs/platform/howto/project-support-center.rst @@ -3,7 +3,7 @@ Support The Basic support tier is provided to all customers on paid service plans. Aiven offers three additional support tiers with faster response times, phone support, and other services. For more information about the tiers, check out the `Aiven support details page `_ or contact sales@Aiven.io. -If you are using a free service, you can ask questions in the `Aiven Community Forum `_. +For other services included in your support tier - such as business reviews or disaster recovery planning - contact the sales team at sales@Aiven.io. If you are using a free service, you can ask questions in the `Aiven Community Forum `_. The Aiven service level agreement (SLA) is available on `the SLA page `_. Custom SLAs are available for premium plans. Contact the sales team at sales@Aiven.io for more details. @@ -41,8 +41,6 @@ It typically takes 1-2 business days to set up the new support tier. You can vie Create a support ticket ~~~~~~~~~~~~~~~~~~~~~~~~ -You can create and track support tickets in the Aiven Support Center. For other services included in your support tier - such as business reviews or disaster recovery planning - contact the sales team at sales@Aiven.io. - #. In the `Aiven Console `_, click **Support**. #. Click **Go to Aiven Support Center**. @@ -77,38 +75,31 @@ You can create and track support tickets in the Aiven Support Center. For other #. Optional: Upload files such as screenshots, logs, or :ref:`HAR files `. .. important:: - Aiven support will never ask you to provide sensitive data such as passwords or personal information. You should remove (not redact) any sensitive data in files that you attach to a support ticket. + Aiven support will never ask you to provide sensitive data such as passwords or personal information. Remove or replace sensitive data in files that you attach to a support ticket. #. Click **Create ticket**. -If you are on a paid support tier, your account team is also notified when you submit a ticket. - -You can track the status of your tickets on the **My tickets** page. `Response times `_ vary by case severity and support tier. +You can track the status of your tickets on the **My tickets** page. `Response times `_ vary by case severity and support tier. If you are not satisfied with the processing of your ticket, add ``#escalate`` in the comments. Add participants to a support ticket ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ -You can CC other users in an open support ticket by adding their email addresses to the ticket. - -* CCed emails that belong to Aiven users can also add comments and CC other emails on those tickets. -* Non-users would only be able to reply to emails to add a comment? Can they CC others via email, adding them to the ticket? +If you want to give every organization user access to all support tickets in your organization contact your account team. -If you want to give every organization user access to all support tickets in your organization contact your account manager. - -To add someone to a support ticket: +To add Aiven users to a support ticket: #. On the **My tickets** page, open the ticket. #. Click **Add to conversation**. -#. Add the email addresses in the **CC** field separated by a space. +#. Add the email addresses in the **CC** field separated by a space. This must be the same email address they use to log in. #. Enter a comment and click **Submit**. -Follow all support tickets in your organization -~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ +Get notifications for all support tickets +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Super admin can get notifications for updates on all tickets in their organization. @@ -140,4 +131,4 @@ If the support team asks for a HAR file: * Sensitive URLs * Sensitive cookies or headers - +#. Send the sanitized file to the support team in your reply to their email or in the ticket's comments. From b64d7a3f6f2c50ae72301764ad2e8cfd745f0a69 Mon Sep 17 00:00:00 2001 From: Stacey Salamon Date: Wed, 13 Dec 2023 15:43:20 +0100 Subject: [PATCH 8/9] Remove anchor in link --- docs/platform/howto/project-support-center.rst | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/docs/platform/howto/project-support-center.rst b/docs/platform/howto/project-support-center.rst index cdb140365f..b432100d42 100644 --- a/docs/platform/howto/project-support-center.rst +++ b/docs/platform/howto/project-support-center.rst @@ -79,7 +79,7 @@ Create a support ticket #. Click **Create ticket**. -You can track the status of your tickets on the **My tickets** page. `Response times `_ vary by case severity and support tier. If you are not satisfied with the processing of your ticket, add ``#escalate`` in the comments. +You can track the status of your tickets on the **My tickets** page. `Response times `_ vary by case severity and support tier. If you are not satisfied with the processing of your ticket, add ``#escalate`` in the comments. Add participants to a support ticket From 1cadcddc56940eafb9483fd4eecff125728dfbdf Mon Sep 17 00:00:00 2001 From: Stacey Salamon Date: Thu, 14 Dec 2023 17:34:36 +0100 Subject: [PATCH 9/9] Address review comment --- docs/platform/howto/project-support-center.rst | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/docs/platform/howto/project-support-center.rst b/docs/platform/howto/project-support-center.rst index b432100d42..4901bcbba0 100644 --- a/docs/platform/howto/project-support-center.rst +++ b/docs/platform/howto/project-support-center.rst @@ -115,7 +115,7 @@ You will get email notifications for all updates on both existing and new ticket Create HAR files ~~~~~~~~~~~~~~~~~ -Aiven support may need information about the network requests that are generated in your browser when you experience a problem. Browsers can capture a log of these network requests in a HAR (HTTP Archive) file. +The support team may need information about the network requests that are generated in your browser when you experience a problem. Browsers can capture a log of these network requests in a HAR (HTTP Archive) file. If the support team asks for a HAR file: