diff --git a/raw-migrated-files/tech-content/starting-with-the-elasticsearch-platform-and-its-solutions/get-support-help.md b/raw-migrated-files/tech-content/starting-with-the-elasticsearch-platform-and-its-solutions/get-support-help.md deleted file mode 100644 index 70825cdd6c..0000000000 --- a/raw-migrated-files/tech-content/starting-with-the-elasticsearch-platform-and-its-solutions/get-support-help.md +++ /dev/null @@ -1,49 +0,0 @@ -# Getting help [get-support-help] - -With your Elastic subscription, you get access to support from the creators of Elasticsearch, Kibana, Beats, Logstash, and much more. We’re here to help! - -::::{note} -For users without an active subscription, visit the [Elastic community forums](https://discuss.elastic.co/) and get answers from the experts in the community, including people from Elastic. - -:::: - - - -## How do I open a support case? [_how_do_i_open_a_support_case] - -There are three ways you can reach out to get support: - -* **From the Support Portal: [http://support.elastic.co](http://support.elastic.co.) The Elastic Support Portal is the central place where you can access all of your cases, subscriptions, and licenses. Within a few hours after subscribing, you receive an email with instructions on how to log in to the Support Portal, where you can track both current and archived cases.
- - ::::{note} - If you just signed up for a trial, you do not get access to the Support Portal until you subscribe. Instead, you can ask for help using the other methods detailed in this document. - :::: - -* **From the {{ecloud}} Console.** Go to the [Support page](https://cloud.elastic.co/support?page=docs&placement=docs-body) or select the support icon, that looks like a life preserver, on any page in the console. -* **By email: `support@elastic.co`**. If you contact us by email, please use the email address that you registered with, so that we can help you more quickly. If you are using a distribution list as your registered email, you can also register a second email address with us. Just open a case to let us know the name and email address you would like to be added. - -When opening a case, there are a few things you can do to get help faster: - -* Include the deployment ID that you want help with, especially if you have several deployments. You can find the deployment ID on the overview page for your cluster in the {{ecloud}} Console. -* Describe the problem. Include any relevant details, including error messages you encountered, dates and times when the problem occurred, or anything else you think might be helpful. -* Upload any pertinent files. - - -## What level of support can I expect? [_what_level_of_support_can_i_expect] - -Support is governed by the [{{ecloud}} Standard Terms of Service](https://www.elastic.co/legal/terms-of-service/cloud). The level of support you can expect to receive depends on your subscription level: - -Standard subscriptions and active trials -: The main focus of support is to ensure your deployment shows a green status and is available. There is no guaranteed initial or ongoing response time, but we do strive to engage on every issue within three business days. We do not offer weekend coverage, so we respond Monday through Friday only. To learn more, check [Working with {{ecloud}} Support](https://www.elastic.co/support/welcome/cloud). - -Gold, Platinum and Enterprise subscriptions -: These subscription levels provide guaranteed response times for support issues, better support coverage hours, and support contacts at Elastic. It also includes support for how-to and development questions. The exact support coverage depends on your subscription level. To learn more, check [Premium Support Services Policy](https://www.elastic.co/legal/support_policy/cloud_premium). - -If you are on a Standard subscription, and you are interested in upgrading your support level, please [contact us](https://www.elastic.co/cloud/contact). We also recommend that you read our best practices guide for getting the most out of your support experience: [https://www.elastic.co/support/welcome](https://www.elastic.co/support/welcome). - - -## Join the community forums [_join_the_community_forums] - -Elasticsearch, Logstash, and Kibana enjoy the benefit of having vibrant and helpful communities. You have our assurance of high-quality support and single source of truth as an {{ecloud}} user, but the Elastic community can also be a useful resource for you whenever you need it. - -If you have any technical questions that are not for our Support team, hop on our [Elastic community forums](https://discuss.elastic.co/) and get answers from the experts in the community, including people from Elastic. diff --git a/raw-migrated-files/tech-content/starting-with-the-elasticsearch-platform-and-its-solutions/troubleshooting-and-faqs.md b/raw-migrated-files/tech-content/starting-with-the-elasticsearch-platform-and-its-solutions/troubleshooting-and-faqs.md deleted file mode 100644 index 7cc8f381be..0000000000 --- a/raw-migrated-files/tech-content/starting-with-the-elasticsearch-platform-and-its-solutions/troubleshooting-and-faqs.md +++ /dev/null @@ -1,71 +0,0 @@ -# Troubleshooting and FAQs [troubleshooting-and-faqs] - -Throughout the Elastic docs we have a number of troubleshooting and frequently asked questions (FAQ) pages to help you address problems and find answers about how to use our products. - -**{{stack}}** - -* [Troubleshooting {{ml}} anomaly detection](../../../explore-analyze/machine-learning/anomaly-detection/ml-ad-troubleshooting.md) -* [Azure Marketplace and Resource Manager (ARM) template troubleshooting](https://www.elastic.co/guide/en/elastic-stack-deploy/current/azure-arm-template-troubleshooting.html) -* [{{es}} for Apache Hadoop troubleshooting](../../../troubleshoot/elasticsearch/elasticsearch-hadoop/elasticsearch-for-apache-hadoop.md) -* [Azure Marketplace and Resource Manager (ARM) template FAQ](https://www.elastic.co/guide/en/elastic-stack-deploy/current/azure-marketplace-faq.html) -* [Troubleshooting {{alert-features}}](../../../troubleshoot/kibana/alerts.md) - -**{{es}}** - -* [{{es}} troubleshooting](../../../troubleshoot/elasticsearch/elasticsearch.md) -* [Troubleshooting index lifecycle management errors](../../../troubleshoot/elasticsearch/index-lifecycle-management-errors.md) - -**{{ecloud}}** - -* [Sign up using an email address from another Elastic Cloud account](../../../deploy-manage/deploy/elastic-cloud/create-an-organization.md) -* [{{ess}} AWS Marketplace troubleshooting](../../../deploy-manage/deploy/elastic-cloud/aws-marketplace.md#ec-billing-aws-troubleshooting) -* [Native Azure integration troubleshooting](../../../deploy-manage/deploy/elastic-cloud/azure-native-isv-service.md#ec-azure-integration-troubleshooting) -* [{{ece}} troubleshooting](https://www.elastic.co/guide/en/cloud-enterprise/current/ece-troubleshooting.html) -* [Understanding deployment health FAQ](../../../deploy-manage/monitor/stack-monitoring.md#ec-health-best-practices) -* [{{ess}} FAQ](../../../deploy-manage/deploy/elastic-cloud/cloud-hosted.md) -* [{{ess}} billing FAQ](../../../deploy-manage/cloud-organization/billing/billing-faq.md) -* [{{ess}} technical FAQ](../../../deploy-manage/index.md) -* [Native Azure integration FAQ](../../../deploy-manage/deploy/elastic-cloud/azure-native-isv-service.md) - -**{{kib}}** - -* [Kibana troubleshooting](../../../troubleshoot/kibana.md) -* [Osquery FAQ](../../../solutions/security/investigate/osquery-faq.md) - -**{{observability}}** - -* [Observability troubleshooting](../../../troubleshoot/observability.md) -* [APM troubleshooting](/troubleshoot/observability/apm.md) -* [{{apm-go-agent}} troubleshooting](../../../troubleshoot/observability/apm-agent-go/apm-go-agent.md) -* [{{apm-ios-agent}} troubleshooting](../../../troubleshoot/observability/apm-agent-swift/apm-ios-agent.md) -* [{{apm-java-agent}} troubleshooting](../../../troubleshoot/observability/apm-agent-java/apm-java-agent.md) -* [{{apm-dotnet-agent}} troubleshooting](../../../troubleshoot/observability/apm-agent-dotnet/apm-net-agent.md) -* [{{apm-node-agent}} troubleshooting](../../../troubleshoot/observability/apm-agent-nodejs/apm-nodejs-agent.md) -* [{{apm-php-agent}} troubleshooting](../../../troubleshoot/observability/apm-agent-php/apm-php-agent.md) -* [{{apm-py-agent}} troubleshooting](../../../troubleshoot/observability/apm-agent-python/apm-python-agent.md) -* [{{apm-ruby-agent}} troubleshooting](../../../troubleshoot/observability/apm-agent-ruby/apm-ruby-agent.md) -* [{{apm-rum-agent}} troubleshooting](../../../troubleshoot/observability/apm-agent-rum-js/apm-real-user-monitoring-javascript-agent.md) - -**{{elastic-sec}}** - -* [Troubleshoot missing alerts](../../../troubleshoot/security/detection-rules.md#troubleshoot-signals) - -**{{ls}}** - -* [{{ls}} troubleshooting](../../../troubleshoot/ingest/logstash.md) - -**{{fleet}} and {{agent}}** - -* [{{fleet}} and {{agent}} troubleshooting](../../../troubleshoot/ingest/fleet/fleet-elastic-agent.md) -* [{{fleet}} and {{agent}} FAQ](../../../troubleshoot/ingest/fleet/frequently-asked-questions.md) - -**{{beats}}** - -* [{{auditbeat}} troubleshooting](https://www.elastic.co/guide/en/beats/auditbeat/current/troubleshooting.html) -* [{{filebeat}} troubleshooting](https://www.elastic.co/guide/en/beats/filebeat/current/troubleshooting.html) -* [{{heartbeat}} troubleshooting](https://www.elastic.co/guide/en/beats/heartbeat/current/troubleshooting.html) -* [{{metricbeat}} troubleshooting](https://www.elastic.co/guide/en/beats/metricbeat/current/troubleshooting.html) -* [{{packetbeat}} troubleshooting](https://www.elastic.co/guide/en/beats/packetbeat/current/troubleshooting.html) -* [{{winlogbeat}} troubleshooting](https://www.elastic.co/guide/en/beats/winlogbeat/current/troubleshooting.html) -* [{{log-driver-long}} troubleshooting](../../../troubleshoot/ingest/beats-loggingplugin/elastic-logging-plugin-for-docker.md) -* [{{metricbeat}} Developer FAQ](https://www.elastic.co/guide/en/beats/devguide/current/dev-faq.html) diff --git a/raw-migrated-files/toc.yml b/raw-migrated-files/toc.yml index f642eae757..1c546b830e 100644 --- a/raw-migrated-files/toc.yml +++ b/raw-migrated-files/toc.yml @@ -553,5 +553,3 @@ toc: - file: tech-content/starting-with-the-elasticsearch-platform-and-its-solutions/index.md children: - file: tech-content/starting-with-the-elasticsearch-platform-and-its-solutions/get-elastic.md - - file: tech-content/starting-with-the-elasticsearch-platform-and-its-solutions/get-support-help.md - - file: tech-content/starting-with-the-elasticsearch-platform-and-its-solutions/troubleshooting-and-faqs.md diff --git a/troubleshoot/index.md b/troubleshoot/index.md index c2b18348d0..9d728631f9 100644 --- a/troubleshoot/index.md +++ b/troubleshoot/index.md @@ -6,47 +6,78 @@ mapped_urls: - https://www.elastic.co/guide/en/cloud/current/ec-get-help.html --- -# Troubleshoot +# Troubleshooting + + +% Scope notes: - Match new content type; TOC entry TBD - consider splitting out subsections? + +% see https://docs.elastic.dev/content-architecture/content-type/troubleshooting/entrypoint + +% TODO pull in product-specific tips etc. from other TS sections -% What needs to be done: Refine :::{admonition} WIP ⚠️ **This section is a work in progress.** ⚠️ -The documentation team is actively working on structure, user focus, and more. +The documentation team is actively working on the pages in this section. ::: -Use the topics in this section to troubleshoot Elastic products, features, and deployments. - +This section contains information about resolving common issues you might encounter with Elastic products, as well as troubleshooting resources and guidance. -* [](/troubleshoot/elasticsearch/elasticsearch.md) -* [](/troubleshoot/kibana.md) -* [](/troubleshoot/observability.md) -* [](/troubleshoot/security.md) -* [](/troubleshoot/ingest.md) -* [](/troubleshoot/deployments/elastic-cloud.md) -* [](/troubleshoot/deployments/cloud-enterprise/cloud-enterprise.md) -* [](/troubleshoot/deployments/cloud-on-k8s/kubernetes.md) +If you can't find your issue here, explore the [additional resources](#troubleshoot-additional-resources) or [contact us](#contact-us). +:::{note} +You might need to review the troubleshooting content for more than one product or topic area. In most Elastic deployments, you use multiple components from the [Elastic Stack](/get-started/the-stack.md), plus software to orchestrate your deployment. Because these components communicate with each other, you might see errors in one product that originate from another part of the stack, or from your deployment infrastructure. +::: -## Contact us [contact-us] +* [{{es}}](/troubleshoot/elasticsearch/elasticsearch.md) +* [{{kib}}](/troubleshoot/kibana.md) +* [Elastic {{observability}}](/troubleshoot/observability.md) +* [{{elastic-sec}}](/troubleshoot/security.md) +* [Ingest tools](/troubleshoot/ingest.md) +* [{{ecloud}}](/troubleshoot/deployments/elastic-cloud.md) +* [{{ece}}](/troubleshoot/deployments/cloud-enterprise/cloud-enterprise.md) +* [{{eck}}](/troubleshoot/deployments/cloud-on-k8s/kubernetes.md) -:::{warning} +## Error reference +:::{admonition} WIP Work in progress ::: -% Scope notes: - Match new content type; TOC entry TBD - consider splitting out subsections? +## Additional resources [troubleshoot-additional-resources] -% Use migrated content from existing pages that map to this page: +* Find additional troubleshooting articles in the [Elastic Support Portal](https://support.elastic.co/). -% - [ ] ./raw-migrated-files/tech-content/starting-with-the-elasticsearch-platform-and-its-solutions/get-support-help.md -% - [ ] ./raw-migrated-files/tech-content/starting-with-the-elasticsearch-platform-and-its-solutions/troubleshooting-and-faqs.md -% - next one added by marciw manually for tracking -% - [ ] ./raw-migrated-files/cloud/cloud/ec-get-help.md (especially IDs -- no generated list because page was incorrectly mapped to a new v3 page instead of as a many-to-one for this page) + You can access the Support Portal using your {{ecloud}} account. {{ecloud}} accounts are free and do not require an active subscription. -% WIP sections added by marciw -% see https://docs.elastic.dev/content-architecture/content-type/troubleshooting/entrypoint -% ## one for each grouping -% ## Additional resources [troubleshoot-additional-resources] -% ## Contact us [troubleshoot-contact-us] -% ### Working with support \ No newline at end of file +* Visit the [Elastic community forums](https://discuss.elastic.co) to get answers from experts in the community, including Elastic team members. + +* Use the top search bar to search all our docs for your issue. Some troubleshooting content is contained in other sections of the Elastic documentation. + + +## Contact us [contact-us] + +If you have an [Elastic subscription](https://www.elastic.co/pricing), you can contact Elastic support for assistance. You can reach us in the following ways: + +* **Through the [Elastic Support Portal](https://support.elastic.co/):** The Elastic Support Portal is the central place where you can access all of your cases, subscriptions, and licenses. Within a few hours after subscribing, you receive an email with instructions on how to log in to the Support Portal, where you can track both current and archived cases. + + You can access the portal [directly](https://support.elastic.co/) or by clicking the life preserver icon on any Elastic Cloud page. + + +* **By email:** [support@elastic.co](mailto:support@elastic.co) + + :::{tip} + If you contact us by email, use the email address you registered with so we can help you more quickly. If you are using a distribution list as your registered email, you can also register a second email address with us. Just open a case to let us know the name and email address you want to add. + ::: + +## Working with support [troubleshoot-work-with-support] + +Try these tips when opening a support case: + +* Include the deployment ID that you want help with, especially if you have several deployments. + + You can find the deployment ID on the overview page for your cluster in the {{ecloud}} Console. + +* Describe the problem. Include any relevant details, including error messages you encountered, dates and times when the problem occurred, or anything else you think might be helpful. + +* Upload any pertinent files. diff --git a/troubleshoot/observability/amazon-data-firehose.md b/troubleshoot/observability/amazon-data-firehose.md index aa42d9e3d0..1a5430c625 100644 --- a/troubleshoot/observability/amazon-data-firehose.md +++ b/troubleshoot/observability/amazon-data-firehose.md @@ -23,5 +23,5 @@ There are several facets to optimizing the underlying Elasticsearch performance, ## Support [aws-firehose-troubleshooting-support] -If you encounter further problems, please contact [Elastic support](https://www.elastic.co/guide/en/starting-with-the-elasticsearch-platform-and-its-solutions/current/get-support-help.html). +If you encounter further problems, please [contact us]](/troubleshoot/index.md#contact-us).