What is a support ticket?

A support ticket can describe an incident report, problem, or issue with OpenNMS software. For each of these, we request that you open a ticket in the OpenNMS support portal (https://support.opennms.com). Our support team will triage the issue and decide the next course of action. You may want to open [...]

By |2023-01-09T15:51:19-05:00January 5th, 2023|

When should I open a support ticket?

You should open a ticket in the OpenNMS support portal to address incident reports, problems, or issues with OpenNMS software. Or, you may have a general question or a request for product enhancements. Our support engineers are here to help. Support tickets are how we share issues and related information [...]

By |2023-01-09T15:51:04-05:00January 5th, 2023|

How do I open a support ticket?

Each authorized support contact in your company's support account should have received an email that specifies their individual login. This notification also includes a link to set their initial password and then log in to our support portal. Once the login is verified, these instructions apply to all logins. Steps [...]

By |2023-01-09T15:50:54-05:00January 5th, 2023|

What support packages do you offer?

We offer a variety of support packages, with different options based on your environment and needs. Each package allows for a certain number of Meridian cores, Minions, support for a range of components, support contacts, and more.We also offer expanded support hours and associated SLAs with our 24/7 support add-on.See [...]

By |2023-04-26T19:35:13-04:00January 6th, 2023|

Do you offer per-incident support?

We do not currently offer per-incident support. Our subscription plans offer more than support, though. They give you access to Meridian, the hardened, tested, enterprise version of OpenNMS. They also give you the ability to contact our support engineers to ask questions, resolve incidents, report bugs, and request features and [...]

By |2023-01-07T17:17:49-05:00January 5th, 2023|

What Helm support do you offer?

What we support: Configuration of OpenNMS data sources and data visualizations included with Helm Best-effort diagnostics of the Grafana platform based on general knowledge What we don’t support Grafana itself (diagnosing Grafana failures or scalability, fixing Grafana bugs, and so on)   Note: The Helm referred to here is an [...]

By |2023-01-09T15:50:28-05:00January 6th, 2023|

What Flow / Streaming telemetry support do you offer?

What we support: Configuration and diagnostics of the flow and streaming technology listeners in the OpenNMS Core and Minion Customization of visualizations in the Helm application Support for how to set up OpenNMS to use Elasticsearch (ES) and configuration to the point of the Elasticsearch API What we don’t support: [...]

By |2023-01-09T15:50:21-05:00January 6th, 2023|
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