Syself runs the platform under your clusters, and a support case reaches the team that operates it. A case is not always the fastest fix. Syself Autopilot replaces failed nodes on its own, and many problems are a setting you own and can change. The quickest resolution is often one you find yourself, so it is worth a short look before you write.

Find it yourself first#

The fastest fix is often one you already have. Press Ctrl+ K to search every page from anywhere, or take one of these paths.

When to open a case#

Open a case when the self-serve paths run out:

• You have worked the runbook and the object is still unhealthy.
• The control plane or etcd is at risk, or data could be lost.
• The fix has to happen on the sealed node OS or a bare-metal server, which only Syself can reach.

Write a first message we can act on#

We solve a case by reconstructing what happened: what broke, when it started, and what you did around it. The more of that path you give us up front, the sooner the first reply works the real problem instead of asking for the basics.

Keep the first message short and focused on the problem itself. Include:

• So we can locate your cluster and verify the request: your company name and the affected cluster's name and namespace. Write from your company email address, so we can confirm the request is yours.
• So we can reconstruct the problem: what is broken, since when, the exact error, and what you changed or ran just before and after it started.
• If a node is involved: attach the log-collector bundle, the .zip it produces, so we can read that node's logs directly. See collect logs with the log collector .
• If you have it: the signal from your observability stack that shows the problem, a metric, a log line, or a trace. Helpful, but not needed to open the case.

The full checklist, with everything worth gathering, is on what to collect first . When the fix has to happen on a bare-metal server, see grant Syself bare-metal access .