A support case moves fast or slow depending on the first message. Give us the basics up front and the first reply works your problem. Leave them out and the first reply just asks for them. Here is what to gather.

The essentials#

We need these to find your cluster and reach you back:

• Your name.
• Your organization identifier, the workspace name we know you by.
• The cluster name and its namespace, both on the management cluster.

The problem#

• What is broken, in a sentence or two: what you expected, and what you got instead.
• What changed just before it: an upgrade, a scale, a config edit, a node added or removed. Most failures trace to the last change.
• The exact error: the Reason and Message, copied verbatim, and the object they sit on (a Cluster, Machine, Node, or PVC). See how to read an event .
• When and how wide: when it started, in UTC, and whether it hit one node, one pool, or the whole cluster.

If a node is involved#

• The Machine and Cluster events for the affected objects, as text.
• The log-collector bundle from the node. See collect logs with the log collector .

Send them on your channel. See get support .