Get Support¶
Mirantis Secure Registry (MSR) subscriptions provide access to prioritized support for designated contacts from your company, agency, team, or organization. MSR service levels are based on your subscription level and the cloud or cluster that you designate in your technical support case. Our support offerings are described on the Enterprise-Grade Cloud Native and Kubernetes Support page. You may inquire about Mirantis support subscriptions by using the contact us form.
The CloudCare Portal is the chief way in
which Mirantis interacts with customers who are experiencing technical
issues. Access to the CloudCare Portal requires prior authorization by your
company, agency, team, or organization, and a brief email verification step.
After Mirantis sets up its back-end systems at the start of the support
subscription, a designated administrator at your company, agency, team, or
organization can designate additional contacts. If you have not already
received and verified an invitation to our CloudCare Portal, contact your local
designated administrator, who can add you to the list of designated contacts.
Most companies, agencies, teams, and organizations have multiple designated
administrators for the CloudCare Portal, and these are often the persons most
closely involved with the software. If you do not know who your
local designated administrator is, or you are having problems accessing the
CloudCare Portal, you can also send an email to Mirantis support at
support@mirantis.com.
Once you have verified your contact details and changed your password, you and all of your colleagues will have access to all of the cases and purchased resources. Mirantis recommends that you retain your Welcome to Mirantis email, as it contains information on how to access the CloudCare Portal, guidance on submitting new cases, managing your resources, and other related issues.
Mirantis encourages all customers with technical problems to use the knowledge base, which you can access on the Knowledge tab of the CloudCare Portal. We also encourage you to review the MSR product documentation and release notes prior to filing a technical case, as the problem may have already been fixed in a later release, or a workaround solution may be available for a similar problem that other customers have experienced.
One of the features of the CloudCare Portal is the ability to associate cases with a specific MSR cluster. The associated cases are referred to in the Portal as “Clouds”. Mirantis pre-populates your customer account with one or more clouds based on your subscription(s). You may also create and manage your Clouds to better match the way in which you use your subscription.
Mirantis also recommends and encourages customers to file new cases based on a specific Cloud in your account. This is because most Clouds also have associated support entitlements, licenses, contacts, and cluster configurations. These submissions greatly enhance the ability of Mirantis to support you in a timely manner.
You can locate the existing Clouds associated with your account by using the Clouds tab at the top of the portal home page. Navigate to the appropriate Cloud and click on the Cloud name. Once you have verified that the Cloud represents the correct MSR cluster and support entitlement, create a new case via the New Case button near the top of the Cloud page.
The support bundle, which is a compressed archive in ZIP format of configuration data and log files from the cluster, is the key to receiving effective technical support for most MSR cases. There are several ways to gather a support bundle, each of which is described in the sections that follow. Once you have obtained a support bundle, you can upload the bundle to your new technical support case by following the instructions in the Mirantis knowledge base, using the Detail view of your case.
Note
MSR users can obtain a support bundle using the Mirantis Support Console. For those running MSR on Mirantis Kubernetes Engine (MKE), there are additional methods for obtaining a support bundle that are detailed in MSR support bundles on MKE.