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Get help!

Scott Ganyo edited this page Jun 4, 2020 · 2 revisions

Need help? Help us help you!

We want to resolve your issue as quickly and easily as possible! To that end, we've provided several playbook documents here on this wiki. Please check to see if your issue is discussed and follow the suggestions.

If the wiki doesn't cover it, search the Github issues. It could be your issue is fixed, being worked on, or a previous user has run into the problem and the question has otherwise been addressed.

Also, the Apigee community board is recommended as a source information. Give it a search.

Still stuck and need support?

Support policy

Issues filed here on Github are not subject to service level agreements (SLAs) and responses should be assumed to be on an ad-hoc volunteer basis.

The Apigee community board is a great resource and regularly checked by Apigee experts. You might want to post there.

And, of course, Apigee customers can use their formal support channels.

Asking for help

However you choose to get help, we'll need information to get you taken care of quickly.

Please use the following checklist to ensure we don't waste time with back-and-forth.

We'll want to know things like:

  • What are you seeing?
  • What were you expecting?
  • Which playbooks did you follow?
  • What were the results of that investigation?
  • What other investigative actions did you take?
  • What is your environment?
    • What version are you running?
    • What Apigee environment (eg. hybrid, SaaS, OPDK)?
    • OS and version
    • Envoy version
    • If you're using Kubernetes and/or Istio - what are their versions?
    • Is there anything unique about your deployment?
  • We'll need your configuration
    • apigee-remote-service-envoy
    • envoy
  • We'll need relevant logs
    • preferably at debug level
    • scoped as narrowly as possible
    • apigee-remote-service-envoy
    • envoy
  • Can your issue be recreated?
    • Will we be able to recreate your issue?
    • If we can, how can we do that?

Sorry! We know that's a lot of information, but the more you give us, the more likely we can resolve this quickly - and we're all in this together!

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