XebiaLabs Technical Support Guidelines

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XebiaLabs Support -

Thank you for visiting our support site! Here you will find a set of technical support guidelines that we have put together to enable us to help you as quickly and efficiently as possible.

What is covered by technical support?

Technical support is meant for issues and problems with the standard functionality offered by our products as it is described in our product documentation.

Questions regarding usage of our products, best practices, or questions about extending the product to fit your environment are not part of XebiaLabs technical support. For these types of questions, you have the following support options:

  • Check the XebiaLabs product documentation at https://docs.xebialabs.com
  • Use the XebiaLabs user forum, which puts you in touch with users and consultants and can be a quick way to find an answer to your questions
  • Contact your sales representative for Professional Services assistance

You can submit feature requests in the feature request forums for each product.

For information about supported product versions, see this announcement.

Before you submit a ticket

Before you register a ticket with XebiaLabs support, here are some things you can do to find a solution to your problem:

  • Check the XebiaLabs product documentation at https://docs.xebialabs.com
  • Use the forum's search function to check to see if someone else has already encountered your problem or can point you to a solution

Submitting a technical support ticket

When you encounter a problem when using a product, and your problem is not listed in our forum, you can submit a technical support ticket. When you want to submit a support ticket, please fill in all required fields to provide us with necessary information about your problem.

  • Version: Product version.
    • Please add version numbers of relevant plugins in the description field.
    • Please note any hotfixes installed in the description field.
  • Type: Is this issue related to a problem, a question, an incident, or a task?
  • Priority: What is the impact of this problem on your business?
    • Low - Improvements or other minor issues
    • Normal - Default priority for non critical problems
    • High - If not solved quickly this can result in an urgent issue
    • Urgent - Production issues

Describing your problem

The completeness and detail of the problem description is crucial for helping our support staff to solve your problem. Please provide us with the following information:

  • What are you trying to accomplish?
  • What steps did you execute in the product that resulted in the problem?
  • What result did you expect?
  • What is the actual result?
  • What is the most recent change in your environment? Examples are: Upgraded from version X to version Y, installed a hotfix, installed new plugin, installed a firewall, reinstalled middleware, and so on.

Collecting information

XebiaLabs technical support staff requires all information necessary to reproduce and resolve your issue. The following is a list of information that you may be required to supply:

  • Product configuration:
    • Version of the product and relevant plugins
    • Usage information (this script can help you gather information about your XL Deploy installation)
    • Configuration item types in use (if the types are custom or modified, please include the type definition; in case of synthetic types, these can be found in the synthetic.xml file)
    • Configuration files from the conf directory:
      • deployit.conf or xl-release-server.conf
      • system.conf
      • deployit-security.xml or xl-release-security.xml in case of security or authentication problems
      • deployit-defaults.properties
  • Input:
    • Deployment packages (DAR files) and/or manifests describing the packages in use
    • Tool-specific configuration files (such as POM files, Jenkins job configurations, and so on)
    • Configuration items (CIs) used in your scenario, such as containers, dictionaries, and so on (this script can help you export CIs from XL Deploy)
  • Output:
    • If the problem relates to the user interface, please provide a screenshot and describe what problem it shows
    • Error message text and/or screenshots
    • Server log snippets or entire server log files
    • If the problem is procedural, provide the audit log
    • Support accelerator ZIP file containing information about your XL Release installation, including the contents of the conf, ext, plugins, hotfix, log, and bin directories. This is available only for XL Release version 6.1.0 and later. For more information, see Using support accelerator.

For information about logs and log levels, refer to:

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