Rancher Support FAQ
This document (000020432) is provided subject to the disclaimer at the end of this document.
Resolution
Severity Levels, Designations, and Escalations
- How do I change the severity level on an open case?
- Could you illustrate the severity levels with subject lines of sample support cases?
Product Releases and Support Phases
- What is the difference between "stable" and "latest" release tags?
- What does 'Developer Support" mean?
- What are the definitions in the new Rancher Prime Release Cycle?
Request for Assistance
- Can Rancher Support validate our planned upgrade?
- We run a burst of high-profile events (e.g., big sale) that run as k8s workloads managed by Rancher. Can Rancher Support join our team remotely for the duration of these events?
- Can Rancher Support join me as I do my upgrade?
- We need help validating our deployment design and operational readiness, can Rancher Support help?
Rancher and RancherOS
- Can I run other, non-Rancher workloads on the same Kubernetes cluster that Rancher is installed on?
- Could you help us understand the development and support status of RancherOS for 2020 and beyond?
- Does Rancher support migration from single node installation to high availability installation?
- Does Rancher Support cover single node installations?
- Is Rancher software itself completely free?
- Does Rancher include any 3rd party, commercial software components?
Kubernetes
- I plan to import my legacy k8s cluster into Rancher and having issues with my legacy cluster. Can Rancher Support help troubleshoot the issue?
- Will Rancher fix the issue and release a patch, if the problem is root-caused in Kubernetes?
- As part of a Rancher upgrade, do I need to upgrade my k8s cluster to a version listed in the support matrix for that Rancher version? If I do not, will the cluster continue to work fine as is? Will Rancher support this cluster?
- Is Rancher Support only for RKE-provisioned clusters?
- Could you help us understand the Rancher approach to supporting specific k8s versions and how Rancher keeps up with new k8s releases?
Security
- How would Rancher Support troubleshoot issues on systems where any external access is not allowed, for reasons of security and compliance?
- How (quickly) does Rancher respond to / resolve industry-reported vulnerabilities?
- Can we run Antivirus on our cluster nodes?
Included Open Source Software Components
- Will Rancher fix the issue and release a patch, if the problem is root-caused in Prometheus and Grafana?
- Is support for Prometheus/Grafana available only with a valid support subscription for Rancher 2.x?
- Will Rancher fix the issue and release a patch, if the problem is root-caused in Jenkins?
- What is the nature of Rancher support for log aggregation services such as Elasticsearch, Splunk, Kafka, Syslog, Fluentd?
- Will Rancher fix problems root-caused to be in nginx?
- Does my Rancher Support cover Prometheus/Grafana deployments that did not originate from Rancher?
- Will Rancher fix the issue and release a patch, if the problem is root-caused in one of the Rancher 2.x CNI plugin add-ons such as Weave, Cisco ACI, Cilium, and Calico?
- Will Rancher fix the issue and release a patch, if the problem is root-caused in Flannel and Canal?
- Will Rancher fix the issue and release a patch, if the problem is root-caused in Istio?
- We came across a mention of Fluentd as a software Rancher provides Support SLA on. Could you clarify what that covers?
Support Matrix
- Would Rancher Support provide assistance if we use components that are not listed in the Rancher support matrix?
- Would Rancher Support provide assistance if we change the default configurations of one or more of these components listed in Rancher support matrix?
Certified Integrations
- What are the certified integrations with persistent volume plugins covered by Rancher Support?
- What are the certified integrations with storage class provisioners covered by Rancher Support?
- What are the certified integrations with authentication providers covered by Rancher Support?
- Could you clarify what you generally mean by a "certified integration" to another software system or service?
Node Drivers and Infrastructure
- Does Rancher Support covers OpenStack clusters?
- I see node drivers tagged as "Built-in". What does that mean?
- I see some node drivers tagged as "Active" when I install Rancher. What does this mean?
Kubernetes Cloud Providers
Requests for Enhancements (RFEs)
Localization
Licensing and Usage
- Does my support subscription to Rancher include support for Longhorn?
- Can we have a mix of unsupported and supported nodes at our choice/discretion?
- Can we have a mix of unsupported and supported clusters at our choice/discretion?
- How does Rancher track our license usage?
- Is Rancher Support only for production environments?
- Does my Rancher Prime Support subscription for production environment also covers testing and staging environments?
Harverster, Longhorn, Rancher Desktop, Opni Support
Disclaimer
This Support Knowledgebase provides a valuable tool for SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.
- Document ID:000020432
- Creation Date: 09-Nov-2021
- Modified Date:17-Jul-2024
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- SUSE Rancher Harvester
- SUSE Rancher
- SUSE Rancher Longhorn
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