Support User Guide


Overview

SearchStax® support provides a specific set of services in support of our clients.

This Support User Guide describes the specific support services provided by SearchStax to our customers. This page delineates the tasks that SearchStax support engineers typically undertake, and how SearchStax clients may avail themselves of these services.

Contacting SearchStax Support

At this time, SearchStax support is available in the English language only.

Support Coverage

Support hours of operation depend on the deployment's Support-Level Agreement (SLA) and region:

Deployment Tier Deployment Region Support Hours
Silver
Global 9 a.m. to 5 p.m. Pacific Time, Monday-Friday
Gold
Americas 8 a.m. to 8 p.m. Eastern Time, Monday-Friday
Europe 8 a.m. to 6 p.m. CET, Monday-Friday
Australia & Asia Pacific 8 a.m. to 6 p.m. AEST, Monday-Friday
Platinum & Platinum Plus
Global 24x7x365

Note

Coverage for major holidays may be limited to Severity 1 issues only.

Issue Submission Process

SearchStax responds to an issue through the following general process:

If You are Locked Out

If SearchStax refuses to let you log in, sent email to the SearchStax Help Desk.

Filing a Support Request

The SearchStax Dashboard Support menu is the preferred channel for filing a support request.

SearchStax Support menu

This menu opens the Support Tickets page, which is a table of existing tickets for your account. This table is a status display only. All updates occur through email.

SearchStax Support Tickets

Click the Create a Support Ticket button to open the Report an Issue form.

SearchStax Support Form

Fill in the Subject field as if it were the subject of an email to the support desk (which it is).

SearchStax Support S

Then select a Deployment if that information is pertinent. (You can submit an issue with no deployment specified.)

SearchStax Support Form Deployment

Select an issue Type.

SearchStax Support Form Type

The Severity of the issue expresses its urgency. See Severity Levels, below. Note that only Technical Support issues for Premium deployments can have a severity higher than 3 (normal). The response times are subject to the deployment's SLA level. See Response Time by Tier, below.

SearchStax Support Form Severity

Enter (or paste) your description of the issue in the Description field. It is just like the body of an email message.

At the bottom of the form is a tool for attaching a file to the ticket. Note that you can use a ZIP file if you need to attach more than one item.

SearchStax Support Form Upload

When you click the Create Issue button at the bottom of the form, SearchStax files a support ticket for you. You will receive an immediate email acknowledgement that the ticket has been filed.

Severity Levels

SearchStax recognizes four issue severity levels, depending on the business impact of the issue. Please choose the appropriate level when you submit an issue:

Severity Description
Severity 1
(Urgent)
Due to an error in a clustered environment, the service is down or is severely impacted, or the customer data is lost or destroyed, and there is no workaround currently available. (This severity level is not applicable to Silver deployments.)
Severity 2
(High)
Due to an error, the service is moderately impacted. There is no workaround currently available, or the workaround is cumbersome to use. (This severity level is not applicable to Silver deployments.)
Severity 3
(Normal)
The error is not critical - no data has been lost, and the system has not failed. The error does not prevent normal operation. The users are inconvenienced by the problem but have alternative ways of performing work with nominal productivity impact.
Severity 4
(Low)
General questions. Requests for enhancements to the product or service.

Degree of service impact follows these guidelines:

Response Time by Tier

The first response to a new support issue may be expected within:

Severity/Tier Silver Gold Platinum Platinum Plus
Severity 1 (Urgent) Not applicable for this Tier < 4 hours < 1 hour < 1 hour
Severity 2 (High) Not applicable for this Tier < 8 hours < 4 hours < 4 hours
Severity 3 (Normal) < 48 hours < 24 hours < 24 hours < 24 hours
Severity 4 (Low) < 72 hours < 72 hours < 72 hours < 72 hours

Severity 1 and 2 are not available for deployments with Silver (self-service) SLAs.

Support Services

SearchStax support engineers are available to help you with certain specific tasks. Responsiveness depends on the terms of your SLA or by prior arrangement with the SearchStax team.

Solr Advisory Services

Solr development or architectural advice can be purchased as a block of hours on a yearly subscription basis for customers who require that level of expertise. This is only available within the Pacific timezone.

Advisory services entitle the client to engage a SearchStax engineer in a discussion of best practices for generic topics including security, migration, performance tuning, Solr development, and website architecture. Advisory support is limited to knowledge that can be communicated during a real-time conversation or by follow-up email.

Advisory support does not generate any deliverables.

Examples of advisory support topics:

Search Application Support

SearchStax presumes that you have developed your search-engine application and are ready to deploy it on cloud servers. Our commitment is to help you deploy your system and to maintain it in a responsive state that fulfills the terms of your SLA.

We do not perform development of search applications. Schema development, data normalization, and search-client development are beyond the scope of our support services.

Search Engine Life Cycle

The list of Solr versions offered by SearchStax evolves over time. See the version list in the Create Deployment dialog of the Cloud Manager or contact us for more information.

We reserve the right to retire support for search-engine releases that have become obsolete.

SearchStax does not force clients to upgrade. We sometimes install (and support) older versions of Solr to meet the needs of individual clients.

Installing Runtime Libraries

Clients may deploy custom JAR files to their premium-level deployments. See Adding Custom JARs. SearchStax engineers are ready to assist with this task. This is treated as a "normal" (severity 3) task.

Personnel and Billing Changes

The initial user on a SearchStax account is automatically the owner/admin, and has the ability to manage other users on that account. See Adding Users. SearchStax engineers are happy to assist in situations where turnover has made user management awkward, and when changes in billing must be made.

IP Security Changes

A SearchStax account admin has the ability to restrict access to the deployment to specific IP addresses. See Cluster Security.

SearchStax engineers assist in setting up IP filtering for special network configurations involving virtual private networks, private clouds, and jumphosts.

Support Policies

The SearchStax team adheres to the following policies about interacting with clients.

Questions?

Do not hesitate to contact the SearchStax Support Desk.