Support Procedure#

  1. Create a support archive:

    1. Log on to the orchestrator machine

    2. Run one of the following commands:

    • if the orchestrator is still running:

      inmanta-support-tool collect-from-server
      
    • if the orchestrator is not running:

      inmanta-support-tool --config-dir /etc/inmanta/inmanta.dir collect-full
      
  2. Classify the severity of the incident

Severity Level

Service Window

File by phone

Description

Urgent

24/7

yes

Severe negative impact on operations. Unable to use orchestrator

High

24/7

yes

Degraded ability to use the orchestrator.

Normal

5/7

Work around is available.

Low

5/7

Information request, not related to any error.

  1. Create a support ticket on support.inmanta.com

    1. Log in with your personal support count

    2. Click ‘Submit a request’

    3. Describe the problem as best a possible

    4. Attach the archive created by the support tool to the support request

  2. If the severity is high or urgent also contact the support phone number you have received and reference the issue you just created.