From 44568594b28c3815f12d1b5f27bef4fb05eac79a Mon Sep 17 00:00:00 2001 From: Amanda Lindsay Date: Thu, 20 Nov 2025 13:57:28 +0000 Subject: [PATCH 1/7] DOC-695: rewrite support topic (WIP) --- .../getting-started/pages/support.adoc | 257 ++++++++++++++---- 1 file changed, 199 insertions(+), 58 deletions(-) diff --git a/docs/modules/getting-started/pages/support.adoc b/docs/modules/getting-started/pages/support.adoc index b132d1950..0444f886e 100644 --- a/docs/modules/getting-started/pages/support.adoc +++ b/docs/modules/getting-started/pages/support.adoc @@ -1,77 +1,218 @@ -= Get Support -:description: Hazelcast provides two types of support: one for the community and one for paying customers. += Get support +:description: Hazelcast provides two types of support: one for {open-source-product-name} users and one for {enterprise-product-name} customers. {description} -== Community Support +== Community support -Community support is for every Hazelcast user. You can use the following channels to get community support: +Community support is available to every Hazelcast user. You can use the following channels to get community support: * https://github.com/hazelcast/hazelcast[Hazelcast GitHub] (for reporting issues through our GitHub repository) * https://slack.hazelcast.com/[Hazelcast Community Slack^]. -== Customer Support +== Customer support -Customer support is for paying Hazelcast customers. +Customer support is available to {enterprise-product-name} customers. See https://hazelcast.com/services/support/?utm_source=docs-website[hazelcast.com^] for the support options. -A support subscription from Hazelcast will allow you to get the most value out of your -selection of Hazelcast. Our customers benefit from rapid response times to technical + +A support subscription from Hazelcast provides rapid response times to technical support inquiries, access to critical software patches, and other services which will help you achieve increased productivity and quality. Learn more about Hazelcast support subscriptions: https://hazelcast.com/pricing/?utm_source=docs-website[https://hazelcast.com/pricing/] +=== Access the support portal + If your organization subscribes to Hazelcast support, and you already have an account setup, you can login to your account and open -a support request using our ticketing system: https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal]. - -When submitting a ticket to the team, please provide as much information and data as possible: - -* Make sure that all your environments are capturing Hazelcast diagnostics logs. -This a primary on diagnosing issues with Hazelcast environments. -* If your environments are not capturing diagnostics logs, please update them to capture diagnostics logs. -* Make note of your issue with a clear description of the issue for a title text. -This will allow the team to route the issue to the proper expert -* Make a note of the steps to reproduce if possible. -If not please capture the sequence of events that led to the problem. -* Write a complete description of the problem along with any error found. -* Capture any relevant screenshots and or errors noted. -* Create a support ticket on https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal]. -* Attach the appropriate severity to the ticket. - -=== Severity levels - -* Level 1 is only for current outages in production environments, where there is no workaround. -* Level 2 is for current outages in production environments, but a workaround exists (e.g. directing users to static content). -* Level 3 is for issues in development, low-impact production issues, or to support analysis of a production issue which is no longer ongoing. -* Level 4 is for questions, suggestions, and all other issues. - -=== Adding Details to the Support Ticket - -* When you open a support ticket add a concise title and description of the problem. -* Add steps to reproduce as best as you can document them so that support can attempt -to reproduce the problem. This includes Detailed description of incident – what happened and when. -* Add a reproducible test case, this is optional - Hazelcast engineering may ask for it if required. -* Add details of use case. This is crucial as it helps support narrow down the features and -functionality in play when the problem occurred. -* Attach any specific errors found. -* Attach the complete logs files, i.e., Hazelcast logs. -* Attach Hazelcast process logs. -* Attach Hazelcast health monitor logs. -* Attach thread dumps from all members. -* Attach heap dumps. -* Add networking logs. -* Specify the time of incident. -* When providing Hazelcast logs, please make sure that the system and -environment details that are captured at system startup are included, even if you truncate the logs. -* Add Hazelcast diagnostic logs. Please do not truncate diagnostics logs. They only capture Hazelcast -systems specific information and details. -* Please make sure that the logs capture data around the date and time of the incident. - -Please consider the above for prompt help from the team and note that the more information -is provided upfront the better. -Lastly, be prompt in your communication with Hazelcast support - helps to ensure timely resolution of issues. - -== Developer Resources +a support request using our ticketing system: https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal]. + +=== Submit a Hazelcast support ticket + +To help Hazelcast Support diagnose and resolve issues quickly, provide as much accurate and complete information as possible. This section explains how to prepare your environment, what information to collect, which logs to include, and how to submit a ticket. + +==== Before submitting a ticket + +First, enable the following in all environments before an issue occurs: + +*Hazelcast diagnostics logging* + +Diagnostics logs capture cluster state, performance metrics, slow operations, system events, WAN replication details, and JVM/OS properties. These logs are disabled by default but should be enabled in almost all cases. Do not truncate diagnostics logs. For configuration instructions, see the xref:maintain-cluster:monitoring.adoc#logging[Diagnostics and Logging]. + +*Hazelcast logs* + +Ensure each Hazelcast member logs: + +- HealthMonitor output +- Client connection and disconnection events +- Slow operation details +- Stack traces +- Cluster health and performance information + +Configure retention and rotation so logs cover multiple cycles. + +Hazelcast defaults to JDK logging; configure log4j, log4j2, or logback (via slf4j) for production systems. + +*JVM garbage collection logs* + +Enable GC logging in production environments for performance analysis. + +Java 8 and below: +---- +-verbose:gc +-Xloggc:gc.log +-XX:NumberOfGCLogFiles=10 +-XX:GCLogFileSize=10M +-XX:+UseGCLogFileRotation +-XX:+PrintGCDetails +-XX:+PrintGCDateStamps +-XX:+PrintTenuringDistribution +-XX:+PrintGCApplicationConcurrentTime +-XX:+PrintGCApplicationStoppedTime +---- + +Java 9 and above: +---- +-Xlog:safepoint,gc+age=debug,gc*=debug:file=gc.log:uptime,level,tags:filesize=10m,filecount=10 +---- + +Next, collect observations and evidence + +Prepare the following information before submitting a ticket: +- Clear description of the issue. Summarize the problem and include relevant context. +- Steps to reproduce. Include detailed steps. If the issue cannot be reproduced, document the sequence of events leading up to the incident. +- Error messages and screenshots. Include stack traces, exceptions, UI errors, or any visual evidence. +- Detailed timeline. Record what happened and when, including the exact incident date and time. + +*Hazelcast configuration to include:* + +*Hazelcast member configuration* +Provide one of the following: +- The XML or YAML configuration file, or +- The programmatic configuration (Java Config object) + +You can also export configuration from each member through Management Center > Members. + +*Hazelcast client configuration* + +Include configuration for each connected client: + +[cols="2,2,2"] +|=== +|Client type |Declarative |Programmatic + +|Java +|XML, YAML +|Yes + +|.NET +|XML +|Yes + +|Node.js +|JSON +|Yes + +|Go +|- +|Yes + +|Python +|- +|Yes + +|C++ +|- +|Yes +|=== + +*Log and Diagnostic Data to Include* + +Attach complete logs and diagnostic files. Missing or truncated logs delay troubleshooting. + +Required logs: + +- Hazelcast member logs +- Hazelcast diagnostics logs (do not truncate) +- Hazelcast process logs +- Hazelcast Health Monitor logs +- JVM GC logs +- Thread dumps from all members +- Heap dumps (if relevant) +- Networking logs (firewall, proxy, load balancer, packet captures) +- OS, cluster manager, or JVM logs relevant to the issue + +If you must truncate a log, ensure the startup section—containing environment and system details—is included. + +Ensure all logs include entries for the incident time window. Consistent timestamps across systems greatly improves analysis accuracy. + +==== Complete the support ticket + +Submit the ticket through the Hazelcast Support Portal and include the following sections: + +1. Title and description ++ +Write a clear, concise title summarising the problem. In the description, provide: ++ +• What you observed +• What you expected +• When the issue occurred +• Whether the issue is ongoing, intermittent, or resolved ++ +2. Steps to reproduce ++ +Document detailed steps so Support can attempt to reproduce the issue. ++ +3. Optional reproducible test case ++ +If available, include a minimal project or code sample that demonstrates the problem. Engineering may request this later if required. ++ +4. Use case details ++ +Explain how you use Hazelcast, including: ++ +• Data structures involved +• Client types +• Cluster size +• Deployment environment (cloud, on-prem, containerised) +• Any recent changes (upgrades, configuration changes, scaling events) ++ +This information helps Support identify which components may be affected. + +==== Set the ticket severity + +Choose the correct severity to ensure the issue is routed appropriately. + +[cols="1,3"] +|=== +|Severity |Description + +|Level 1 +|Current production outage with no workaround + +|Level 2 +|Current production outage with a temporary workaround (for example, serving static content) + +|Level 3 +|Development issues, low-impact production issues, or analysis of an incident that has already ended + +|Level 4 +|General questions, enhancement requests, or other non-critical issues +|=== + +After submitting your ticket, respond promptly to any follow-up questions or requests for additional data as timely communication helps accelerate investigation and resolution. + +==== Summary + +To ensure the fastest possible resolution: + +• Collect detailed observations before submitting a ticket +• Provide complete, untruncated logs and diagnostics +• Include Hazelcast and client configuration files +• Select the correct severity level +• Keep diagnostics and logging enabled in all environments +• Communicate promptly with Hazelcast Support + +== Developer resources * Hazelcast source code can be found at https://github.com/hazelcast/hazelcast[GitHub/Hazelcast^]. This is also where you can contribute and report issues. From f6ae05a229321b3cf53a8867d8d5d0cce1343889 Mon Sep 17 00:00:00 2001 From: Amanda Lindsay Date: Thu, 20 Nov 2025 16:46:38 +0000 Subject: [PATCH 2/7] DOC-695: WIP on support topic --- .../getting-started/pages/support.adoc | 51 ++++++++++++------- 1 file changed, 32 insertions(+), 19 deletions(-) diff --git a/docs/modules/getting-started/pages/support.adoc b/docs/modules/getting-started/pages/support.adoc index 0444f886e..7af010a06 100644 --- a/docs/modules/getting-started/pages/support.adoc +++ b/docs/modules/getting-started/pages/support.adoc @@ -20,23 +20,41 @@ support inquiries, access to critical software patches, and other services which will help you achieve increased productivity and quality. Learn more about Hazelcast support subscriptions: https://hazelcast.com/pricing/?utm_source=docs-website[https://hazelcast.com/pricing/] -=== Access the support portal - -If your organization subscribes to Hazelcast support, -and you already have an account setup, you can login to your account and open +If your organization subscribes to Hazelcast support, and you already have an account setup, you can login to your account and open a support request using our ticketing system: https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal]. -=== Submit a Hazelcast support ticket +To help Hazelcast Support diagnose and resolve issues quickly, provide as much accurate and complete information as possible. The following explains how to prepare your environment, what information to collect, which logs to include, and how to submit a ticket. -To help Hazelcast Support diagnose and resolve issues quickly, provide as much accurate and complete information as possible. This section explains how to prepare your environment, what information to collect, which logs to include, and how to submit a ticket. +=== Before submitting a ticket + +Logging, diagnostics, and configuration files are sometimes required by Support to answer a question or resolve an issue. Much of this data can be configured in advance so that sufficient information can be provided the first time an issue occurs. The most commonly requested information, and how to provide it, is described below. + +*Hazelcast configuration* + +Much of the information required to understand a Hazelcast deployment is contained in the configuration, as well as the number of members that are running, and details of the servers or virtualized environments they're running on. + +The Hazelcast configuration is supplied to a Hazelcast instance on startup in one of two ways: + +1. xref:configuration:configuring-declaratively[Declaratively] by supplying the Hazelcast member with an XML or YAML file; or +2. xref:configuration:configuring-programmatically[Programmatically] by starting an embedded instance of Hazelcast with a com.hazelcast.config.Config object + +You can provide the Hazelcast configuration to the Support team, either as an XML or YAML file, or the code blocks making up the Config object. Alternatively, you can obtain the configuration from each member in the cluster by visiting their member pages in the Members section of Management Center. + +// got to here +// continue weaving in info from https://support.hazelcast.com/s/article/What-information-should-I-collect-and-send-to-Hazelcast-Support -==== Before submitting a ticket -First, enable the following in all environments before an issue occurs: +== Submit a support ticket + +If your organization subscribes to Hazelcast support, and you already have an account setup, you can login to your account and open +a support request using our ticketing system: https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal]. + +To help Hazelcast Support diagnose and resolve issues quickly, provide as much accurate and complete information as possible. This section explains how to prepare your environment, what information to collect, which logs to include, and how to submit a ticket. + *Hazelcast diagnostics logging* -Diagnostics logs capture cluster state, performance metrics, slow operations, system events, WAN replication details, and JVM/OS properties. These logs are disabled by default but should be enabled in almost all cases. Do not truncate diagnostics logs. For configuration instructions, see the xref:maintain-cluster:monitoring.adoc#logging[Diagnostics and Logging]. +Diagnostics logs capture cluster state, performance metrics, slow operations, system events, WAN replication details, and JVM/OS properties. These logs are disabled by default but should be enabled in almost all cases. Do not truncate diagnostics logs. For configuration instructions, see xref:maintain-cluster:monitoring.adoc#logging[Diagnostics and Logging]. *Hazelcast logs* @@ -75,25 +93,18 @@ Java 9 and above: -Xlog:safepoint,gc+age=debug,gc*=debug:file=gc.log:uptime,level,tags:filesize=10m,filecount=10 ---- -Next, collect observations and evidence +Next, prepare the following information before submitting a ticket: -Prepare the following information before submitting a ticket: - Clear description of the issue. Summarize the problem and include relevant context. - Steps to reproduce. Include detailed steps. If the issue cannot be reproduced, document the sequence of events leading up to the incident. - Error messages and screenshots. Include stack traces, exceptions, UI errors, or any visual evidence. - Detailed timeline. Record what happened and when, including the exact incident date and time. -*Hazelcast configuration to include:* - -*Hazelcast member configuration* -Provide one of the following: -- The XML or YAML configuration file, or -- The programmatic configuration (Java Config object) - -You can also export configuration from each member through Management Center > Members. *Hazelcast client configuration* +The Hazelcast Clients also have their own configurations that determine their behavior and the features they utilize. Some clients, such as Java, .NET, and Node.js, can be configured declaratively or programmatically, while others, such as Go, Python, and C++, can only be configured programatically. + Include configuration for each connected client: [cols="2,2,2"] @@ -127,6 +138,8 @@ Include configuration for each connected client: *Log and Diagnostic Data to Include* +The logs contain information useful to debugging an issue in a Hazelcast cluster. Each member has its own Hazelcast log. + Attach complete logs and diagnostic files. Missing or truncated logs delay troubleshooting. Required logs: From 184701df10e958b770dac5f3d45152800391cfb1 Mon Sep 17 00:00:00 2001 From: Amanda Lindsay Date: Mon, 24 Nov 2025 10:43:32 +0000 Subject: [PATCH 3/7] DOC-695: restructured Support topic --- .../getting-started/pages/support.adoc | 157 ++++++++---------- 1 file changed, 71 insertions(+), 86 deletions(-) diff --git a/docs/modules/getting-started/pages/support.adoc b/docs/modules/getting-started/pages/support.adoc index 7af010a06..ea03931eb 100644 --- a/docs/modules/getting-started/pages/support.adoc +++ b/docs/modules/getting-started/pages/support.adoc @@ -20,16 +20,13 @@ support inquiries, access to critical software patches, and other services which will help you achieve increased productivity and quality. Learn more about Hazelcast support subscriptions: https://hazelcast.com/pricing/?utm_source=docs-website[https://hazelcast.com/pricing/] -If your organization subscribes to Hazelcast support, and you already have an account setup, you can login to your account and open -a support request using our ticketing system: https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal]. - -To help Hazelcast Support diagnose and resolve issues quickly, provide as much accurate and complete information as possible. The following explains how to prepare your environment, what information to collect, which logs to include, and how to submit a ticket. +The following section explains what information to include and how to submit a support ticket. === Before submitting a ticket -Logging, diagnostics, and configuration files are sometimes required by Support to answer a question or resolve an issue. Much of this data can be configured in advance so that sufficient information can be provided the first time an issue occurs. The most commonly requested information, and how to provide it, is described below. +To help Hazelcast Support diagnose and resolve issues quickly, provide as much accurate and complete information as possible. This section explains how to prepare your environment and what information and logs to collect. -*Hazelcast configuration* +==== Hazelcast configuration Much of the information required to understand a Hazelcast deployment is contained in the configuration, as well as the number of members that are running, and details of the servers or virtualized environments they're running on. @@ -40,72 +37,11 @@ The Hazelcast configuration is supplied to a Hazelcast instance on startup in on You can provide the Hazelcast configuration to the Support team, either as an XML or YAML file, or the code blocks making up the Config object. Alternatively, you can obtain the configuration from each member in the cluster by visiting their member pages in the Members section of Management Center. -// got to here -// continue weaving in info from https://support.hazelcast.com/s/article/What-information-should-I-collect-and-send-to-Hazelcast-Support - - -== Submit a support ticket - -If your organization subscribes to Hazelcast support, and you already have an account setup, you can login to your account and open -a support request using our ticketing system: https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal]. - -To help Hazelcast Support diagnose and resolve issues quickly, provide as much accurate and complete information as possible. This section explains how to prepare your environment, what information to collect, which logs to include, and how to submit a ticket. - - -*Hazelcast diagnostics logging* - -Diagnostics logs capture cluster state, performance metrics, slow operations, system events, WAN replication details, and JVM/OS properties. These logs are disabled by default but should be enabled in almost all cases. Do not truncate diagnostics logs. For configuration instructions, see xref:maintain-cluster:monitoring.adoc#logging[Diagnostics and Logging]. - -*Hazelcast logs* - -Ensure each Hazelcast member logs: - -- HealthMonitor output -- Client connection and disconnection events -- Slow operation details -- Stack traces -- Cluster health and performance information - -Configure retention and rotation so logs cover multiple cycles. - -Hazelcast defaults to JDK logging; configure log4j, log4j2, or logback (via slf4j) for production systems. - -*JVM garbage collection logs* - -Enable GC logging in production environments for performance analysis. - -Java 8 and below: ----- --verbose:gc --Xloggc:gc.log --XX:NumberOfGCLogFiles=10 --XX:GCLogFileSize=10M --XX:+UseGCLogFileRotation --XX:+PrintGCDetails --XX:+PrintGCDateStamps --XX:+PrintTenuringDistribution --XX:+PrintGCApplicationConcurrentTime --XX:+PrintGCApplicationStoppedTime ----- - -Java 9 and above: ----- --Xlog:safepoint,gc+age=debug,gc*=debug:file=gc.log:uptime,level,tags:filesize=10m,filecount=10 ----- - -Next, prepare the following information before submitting a ticket: - -- Clear description of the issue. Summarize the problem and include relevant context. -- Steps to reproduce. Include detailed steps. If the issue cannot be reproduced, document the sequence of events leading up to the incident. -- Error messages and screenshots. Include stack traces, exceptions, UI errors, or any visual evidence. -- Detailed timeline. Record what happened and when, including the exact incident date and time. - - -*Hazelcast client configuration* +==== Hazelcast client configuration The Hazelcast Clients also have their own configurations that determine their behavior and the features they utilize. Some clients, such as Java, .NET, and Node.js, can be configured declaratively or programmatically, while others, such as Go, Python, and C++, can only be configured programatically. -Include configuration for each connected client: +When providing the Hazelcast Client configuration, the following can be provided for each client: [cols="2,2,2"] |=== @@ -136,31 +72,80 @@ Include configuration for each connected client: |Yes |=== -*Log and Diagnostic Data to Include* +==== Hazelcast logs + +The Hazelcast logs contain useful information when debugging an issue in a Hazelcast cluster. Each member has its own Hazelcast log, which typically includes: + +- Metrics about the Hazelcast member, such as HealthMonitor output +- Log messages indicating when Hazelcast clients connect and disconnect from the member +- Details on slow operations +- Stack traces +- Other log messages regarding cluster health and performance + +We recommend you configure Hazelcast to use log4j, log4j2 or logback via slf4j. For more information about how to do this, see xref:maintain-cluster:logging.adoc[]. + +TIP: Be sure to review the configuration of your logging framework to ensure Hazelcast logs are being kept for an appropriate amount of time, and that the correct log level is set (INFO by default.) + +==== Hazelcast diagnostics logging -The logs contain information useful to debugging an issue in a Hazelcast cluster. Each member has its own Hazelcast log. +Hazelcast provides diagnostic logging capabilities that help with troubleshooting and monitoring. -Attach complete logs and diagnostic files. Missing or truncated logs delay troubleshooting. +An extended set of diagnostics plugins is provided for both Hazelcast members and clients that can capture: -Required logs: +- Information about the Hazelcast build version +- Properties related to the Operating System, JVM, and Hazelcast +- Properties related to the Hazelcast configuration +- Comprehensive metrics +- Details about slow operations +- Details about the invocations run on the member +- State of the Hazelcast cluster +- A log of system events, such as cluster version changes, member additions and removals, etc. +- Map store metrics +- Member-to-member health check information +- Details about the type and volume of operations run on the member +- WAN Replication diagnostic information -- Hazelcast member logs -- Hazelcast diagnostics logs (do not truncate) -- Hazelcast process logs -- Hazelcast Health Monitor logs -- JVM GC logs -- Thread dumps from all members -- Heap dumps (if relevant) -- Networking logs (firewall, proxy, load balancer, packet captures) -- OS, cluster manager, or JVM logs relevant to the issue +The Hazelcast configuration provides settings for the rotation and retention of these diagnostic log files. For more information about the diagnostic plugins and how to configure them, see xref:maintain-cluster:monitoring.adoc#logging[Diagnostics]. -If you must truncate a log, ensure the startup section—containing environment and system details—is included. +TIP: Do not truncate diagnostics logs. If you must truncate a log, ensure the startup section—containing environment and system details—is included. -Ensure all logs include entries for the incident time window. Consistent timestamps across systems greatly improves analysis accuracy. +==== JVM garbage collection logs + +The JVM's garbage collection logs are often valuable in diagnosing performance problems in Hazelcast. Garbage collection (GC) logging is not enabled by default. We recommend you enable GC logging in production environments for performance analysis. + +This section describes the configuration parameters to enable JVM garbage collection logging, along with parameters for rotation and retention. + +In Java 8 and below, the output file path is set with the -Xloggc parameter; in Java 9 and above, with the file= parameter. + +*Java 8 and below:* +---- +-verbose:gc +-Xloggc:gc.log +-XX:NumberOfGCLogFiles=10 +-XX:GCLogFileSize=10M +-XX:+UseGCLogFileRotation +-XX:+PrintGCDetails +-XX:+PrintGCDateStamps +-XX:+PrintTenuringDistribution +-XX:+PrintGCApplicationConcurrentTime +-XX:+PrintGCApplicationStoppedTime +---- + +*Java 9 and above:* +---- +-Xlog:safepoint,gc+age=debug,gc*=debug:file=gc.log:uptime,level,tags:filesize=10m,filecount=10 +---- + +Next, prepare the following information before submitting a ticket: + +- Clear description of the issue. Summarize the problem and include relevant context. +- Steps to reproduce. Include detailed steps. If the issue cannot be reproduced, document the sequence of events leading up to the incident. +- Error messages and screenshots. Include stack traces, exceptions, UI errors, or any visual evidence. +- Detailed timeline. Record what happened and when, including the exact incident date and time. -==== Complete the support ticket +=== Complete the support ticket -Submit the ticket through the Hazelcast Support Portal and include the following sections: +Create a ticket using the https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal] and include the following sections: 1. Title and description + From d3f45931c6e0847e3ef083818a6948e4c75b7f8d Mon Sep 17 00:00:00 2001 From: Amanda Lindsay Date: Mon, 24 Nov 2025 11:52:22 +0000 Subject: [PATCH 4/7] DOC-695: refine Get Support topic --- .../getting-started/pages/support.adoc | 44 +++++++------------ 1 file changed, 17 insertions(+), 27 deletions(-) diff --git a/docs/modules/getting-started/pages/support.adoc b/docs/modules/getting-started/pages/support.adoc index ea03931eb..5de488eca 100644 --- a/docs/modules/getting-started/pages/support.adoc +++ b/docs/modules/getting-started/pages/support.adoc @@ -12,7 +12,7 @@ Community support is available to every Hazelcast user. You can use the followin == Customer support -Customer support is available to {enterprise-product-name} customers. +Hazelcast customer support is available to {enterprise-product-name} customers. See https://hazelcast.com/services/support/?utm_source=docs-website[hazelcast.com^] for the support options. A support subscription from Hazelcast provides rapid response times to technical @@ -32,16 +32,16 @@ Much of the information required to understand a Hazelcast deployment is contain The Hazelcast configuration is supplied to a Hazelcast instance on startup in one of two ways: -1. xref:configuration:configuring-declaratively[Declaratively] by supplying the Hazelcast member with an XML or YAML file; or -2. xref:configuration:configuring-programmatically[Programmatically] by starting an embedded instance of Hazelcast with a com.hazelcast.config.Config object +1. xref:configuration:configuring-declaratively.adoc[Declaratively] by supplying the Hazelcast member with an XML or YAML file; or +2. xref:configuration:configuring-programmatically.adoc[Programmatically] by starting an embedded instance of Hazelcast with a `com.hazelcast.config.Config` object -You can provide the Hazelcast configuration to the Support team, either as an XML or YAML file, or the code blocks making up the Config object. Alternatively, you can obtain the configuration from each member in the cluster by visiting their member pages in the Members section of Management Center. +You can provide the Hazelcast configuration to the Support team, either as an XML or YAML file, or the code blocks making up the `Config` object. Alternatively, you can obtain the configuration from each member in the cluster by visiting their member pages in the *Members* section of Management Center. ==== Hazelcast client configuration -The Hazelcast Clients also have their own configurations that determine their behavior and the features they utilize. Some clients, such as Java, .NET, and Node.js, can be configured declaratively or programmatically, while others, such as Go, Python, and C++, can only be configured programatically. +The Hazelcast clients also have their own configurations that determine their behavior and the features they utilize. Some clients, such as Java, .NET, and Node.js, can be configured declaratively or programmatically, while others, such as Go, Python, and C++, can only be configured programmatically. -When providing the Hazelcast Client configuration, the following can be provided for each client: +You can provide the following for each Hazelcast client configuration: [cols="2,2,2"] |=== @@ -76,9 +76,9 @@ When providing the Hazelcast Client configuration, the following can be provided The Hazelcast logs contain useful information when debugging an issue in a Hazelcast cluster. Each member has its own Hazelcast log, which typically includes: -- Metrics about the Hazelcast member, such as HealthMonitor output +- Metrics about the Hazelcast member, such as xref:maintain-cluster:monitoring.adoc#health-check-and-monitoring[HealthMonitor] output - Log messages indicating when Hazelcast clients connect and disconnect from the member -- Details on slow operations +- Details about xref:cluster-performance:threading.adoc#slowoperationdetector[slow operations] - Stack traces - Other log messages regarding cluster health and performance @@ -90,22 +90,19 @@ TIP: Be sure to review the configuration of your logging framework to ensure Haz Hazelcast provides diagnostic logging capabilities that help with troubleshooting and monitoring. -An extended set of diagnostics plugins is provided for both Hazelcast members and clients that can capture: +An extended set of diagnostics plugins is provided for both Hazelcast members and clients. These can capture: - Information about the Hazelcast build version - Properties related to the Operating System, JVM, and Hazelcast - Properties related to the Hazelcast configuration -- Comprehensive metrics -- Details about slow operations - Details about the invocations run on the member - State of the Hazelcast cluster - A log of system events, such as cluster version changes, member additions and removals, etc. - Map store metrics -- Member-to-member health check information - Details about the type and volume of operations run on the member - WAN Replication diagnostic information -The Hazelcast configuration provides settings for the rotation and retention of these diagnostic log files. For more information about the diagnostic plugins and how to configure them, see xref:maintain-cluster:monitoring.adoc#logging[Diagnostics]. +The Hazelcast configuration provides settings for the rotation and retention of these diagnostic log files. For more information about the diagnostic plugins and how to configure them, see xref:maintain-cluster:monitoring.adoc#diagnostics[Diagnostics]. TIP: Do not truncate diagnostics logs. If you must truncate a log, ensure the startup section—containing environment and system details—is included. @@ -136,22 +133,19 @@ In Java 8 and below, the output file path is set with the -Xloggc parameter; in -Xlog:safepoint,gc+age=debug,gc*=debug:file=gc.log:uptime,level,tags:filesize=10m,filecount=10 ---- -Next, prepare the following information before submitting a ticket: - -- Clear description of the issue. Summarize the problem and include relevant context. -- Steps to reproduce. Include detailed steps. If the issue cannot be reproduced, document the sequence of events leading up to the incident. -- Error messages and screenshots. Include stack traces, exceptions, UI errors, or any visual evidence. -- Detailed timeline. Record what happened and when, including the exact incident date and time. +// Author's note - the docs include a slightly different command (below) - which one should we use, or should we just xref this topic? +// -Xlog:gc=debug:file=/tmp/gc.log:time,uptime,level,tags:filesize=100m,filecount=10 +// Please advise === Complete the support ticket -Create a ticket using the https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal] and include the following sections: +Create a ticket using the https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal] and include the following information: 1. Title and description + Write a clear, concise title summarising the problem. In the description, provide: + -• What you observed +• What you observed. Capture any relevant screenshots and or errors noted, and include the exact incident date and time • What you expected • When the issue occurred • Whether the issue is ongoing, intermittent, or resolved @@ -173,8 +167,6 @@ Explain how you use Hazelcast, including: • Cluster size • Deployment environment (cloud, on-prem, containerised) • Any recent changes (upgrades, configuration changes, scaling events) -+ -This information helps Support identify which components may be affected. ==== Set the ticket severity @@ -203,11 +195,11 @@ After submitting your ticket, respond promptly to any follow-up questions or req To ensure the fastest possible resolution: +• Keep diagnostics and logging enabled in all environments • Collect detailed observations before submitting a ticket • Provide complete, untruncated logs and diagnostics • Include Hazelcast and client configuration files • Select the correct severity level -• Keep diagnostics and logging enabled in all environments • Communicate promptly with Hazelcast Support == Developer resources @@ -215,6 +207,4 @@ To ensure the fastest possible resolution: * Hazelcast source code can be found at https://github.com/hazelcast/hazelcast[GitHub/Hazelcast^]. This is also where you can contribute and report issues. * Hazelcast API can be found at https://docs.hazelcast.org/docs/latest/javadoc/[hazelcast.org/docs/Javadoc^]. -* Code samples can be downloaded from https://github.com/hazelcast/hazelcast-code-samples[GitHub/hazelcast-code-samples^]. -* More use cases and resources can be found at http://www.hazelcast.com?utm_source=docs-website[hazelcast.com^]. -* xref:getting-started:support.adoc[Support information]. +* Code samples can be downloaded from https://github.com/hazelcast/hazelcast-code-samples[GitHub/hazelcast-code-samples^]. \ No newline at end of file From b987867a335dda58d94656d5eb0279b4f1ea5820 Mon Sep 17 00:00:00 2001 From: Amanda Lindsay Date: Mon, 24 Nov 2025 15:00:57 +0000 Subject: [PATCH 5/7] DOC-695: tweaks --- docs/modules/getting-started/pages/support.adoc | 12 +++++------- 1 file changed, 5 insertions(+), 7 deletions(-) diff --git a/docs/modules/getting-started/pages/support.adoc b/docs/modules/getting-started/pages/support.adoc index 5de488eca..e7a36d4b3 100644 --- a/docs/modules/getting-started/pages/support.adoc +++ b/docs/modules/getting-started/pages/support.adoc @@ -20,7 +20,7 @@ support inquiries, access to critical software patches, and other services which will help you achieve increased productivity and quality. Learn more about Hazelcast support subscriptions: https://hazelcast.com/pricing/?utm_source=docs-website[https://hazelcast.com/pricing/] -The following section explains what information to include and how to submit a support ticket. +The following section explains what information to collect and how to submit a support ticket. === Before submitting a ticket @@ -28,7 +28,7 @@ To help Hazelcast Support diagnose and resolve issues quickly, provide as much a ==== Hazelcast configuration -Much of the information required to understand a Hazelcast deployment is contained in the configuration, as well as the number of members that are running, and details of the servers or virtualized environments they're running on. +Much of the information required to understand a Hazelcast deployment is contained in the configuration, such as the number of members that are running, and details of the servers or virtualized environments they're running on. The Hazelcast configuration is supplied to a Hazelcast instance on startup in one of two ways: @@ -84,7 +84,7 @@ The Hazelcast logs contain useful information when debugging an issue in a Hazel We recommend you configure Hazelcast to use log4j, log4j2 or logback via slf4j. For more information about how to do this, see xref:maintain-cluster:logging.adoc[]. -TIP: Be sure to review the configuration of your logging framework to ensure Hazelcast logs are being kept for an appropriate amount of time, and that the correct log level is set (INFO by default.) +TIP: Review the configuration of your logging framework to ensure Hazelcast logs are being kept for an appropriate amount of time, and that the correct log level is set (INFO by default.) ==== Hazelcast diagnostics logging @@ -93,8 +93,7 @@ Hazelcast provides diagnostic logging capabilities that help with troubleshootin An extended set of diagnostics plugins is provided for both Hazelcast members and clients. These can capture: - Information about the Hazelcast build version -- Properties related to the Operating System, JVM, and Hazelcast -- Properties related to the Hazelcast configuration +- Properties related to the Operating System, JVM, and Hazelcast configuration - Details about the invocations run on the member - State of the Hazelcast cluster - A log of system events, such as cluster version changes, member additions and removals, etc. @@ -112,7 +111,7 @@ The JVM's garbage collection logs are often valuable in diagnosing performance p This section describes the configuration parameters to enable JVM garbage collection logging, along with parameters for rotation and retention. -In Java 8 and below, the output file path is set with the -Xloggc parameter; in Java 9 and above, with the file= parameter. +In Java 8 and below, the output file path is set with the `-Xloggc` parameter; in Java 9 and above, with the `file=` parameter. *Java 8 and below:* ---- @@ -147,7 +146,6 @@ Write a clear, concise title summarising the problem. In the description, provid + • What you observed. Capture any relevant screenshots and or errors noted, and include the exact incident date and time • What you expected -• When the issue occurred • Whether the issue is ongoing, intermittent, or resolved + 2. Steps to reproduce From 923fe32d476a73648aa7d86ce3705579a5aafbcc Mon Sep 17 00:00:00 2001 From: Amanda Lindsay Date: Tue, 25 Nov 2025 14:47:33 +0000 Subject: [PATCH 6/7] DOC-695: apply comments from review --- .../getting-started/pages/support.adoc | 91 ++++++++----------- 1 file changed, 37 insertions(+), 54 deletions(-) diff --git a/docs/modules/getting-started/pages/support.adoc b/docs/modules/getting-started/pages/support.adoc index e7a36d4b3..0cd194b59 100644 --- a/docs/modules/getting-started/pages/support.adoc +++ b/docs/modules/getting-started/pages/support.adoc @@ -5,10 +5,10 @@ == Community support -Community support is available to every Hazelcast user. You can use the following channels to get community support: +Community support is available to every Hazelcast user. You can use the following channels to ask for help: -* https://github.com/hazelcast/hazelcast[Hazelcast GitHub] (for reporting issues through our GitHub repository) -* https://slack.hazelcast.com/[Hazelcast Community Slack^]. +* https://github.com/hazelcast/hazelcast[Hazelcast GitHub] to report issues through our GitHub repository. +* https://slack.hazelcast.com/[Hazelcast Community Slack^] workspace to ask for help from the Hazelcast user community. == Customer support @@ -18,15 +18,17 @@ See https://hazelcast.com/services/support/?utm_source=docs-website[hazelcast.co A support subscription from Hazelcast provides rapid response times to technical support inquiries, access to critical software patches, and other services which will help you achieve increased productivity and quality. Learn more about Hazelcast support subscriptions: -https://hazelcast.com/pricing/?utm_source=docs-website[https://hazelcast.com/pricing/] +https://hazelcast.com/pricing/?utm_source=docs-website[https://hazelcast.com/pricing/]. -The following section explains what information to collect and how to submit a support ticket. +You can create a support ticket using the https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal]. -=== Before submitting a ticket +The following section explains what information to collect and how to submit a ticket. + +== Before submitting a ticket To help Hazelcast Support diagnose and resolve issues quickly, provide as much accurate and complete information as possible. This section explains how to prepare your environment and what information and logs to collect. -==== Hazelcast configuration +=== Hazelcast configuration Much of the information required to understand a Hazelcast deployment is contained in the configuration, such as the number of members that are running, and details of the servers or virtualized environments they're running on. @@ -37,7 +39,7 @@ The Hazelcast configuration is supplied to a Hazelcast instance on startup in on You can provide the Hazelcast configuration to the Support team, either as an XML or YAML file, or the code blocks making up the `Config` object. Alternatively, you can obtain the configuration from each member in the cluster by visiting their member pages in the *Members* section of Management Center. -==== Hazelcast client configuration +=== Client configuration The Hazelcast clients also have their own configurations that determine their behavior and the features they utilize. Some clients, such as Java, .NET, and Node.js, can be configured declaratively or programmatically, while others, such as Go, Python, and C++, can only be configured programmatically. @@ -72,21 +74,21 @@ You can provide the following for each Hazelcast client configuration: |Yes |=== -==== Hazelcast logs +=== Hazelcast logs The Hazelcast logs contain useful information when debugging an issue in a Hazelcast cluster. Each member has its own Hazelcast log, which typically includes: -- Metrics about the Hazelcast member, such as xref:maintain-cluster:monitoring.adoc#health-check-and-monitoring[HealthMonitor] output -- Log messages indicating when Hazelcast clients connect and disconnect from the member -- Details about xref:cluster-performance:threading.adoc#slowoperationdetector[slow operations] -- Stack traces -- Other log messages regarding cluster health and performance +- Metrics about the Hazelcast member, such as xref:maintain-cluster:monitoring.adoc#health-check-and-monitoring[HealthMonitor] output. +- Log messages indicating when Hazelcast clients connect and disconnect from the member. +- Details about xref:cluster-performance:threading.adoc#slowoperationdetector[slow operations]. +- Stack traces. +- Other log messages regarding cluster health and performance. -We recommend you configure Hazelcast to use log4j, log4j2 or logback via slf4j. For more information about how to do this, see xref:maintain-cluster:logging.adoc[]. +We recommend you configure Hazelcast to use log4j, log4j2 or logback via slf4j. For more information, see xref:maintain-cluster:logging.adoc[]. -TIP: Review the configuration of your logging framework to ensure Hazelcast logs are being kept for an appropriate amount of time, and that the correct log level is set (INFO by default.) +TIP: Review the configuration of your logging framework to ensure Hazelcast logs are being kept for an appropriate amount of time, and that the correct log level is set (INFO by default). -==== Hazelcast diagnostics logging +=== Diagnostic logging Hazelcast provides diagnostic logging capabilities that help with troubleshooting and monitoring. @@ -101,42 +103,23 @@ An extended set of diagnostics plugins is provided for both Hazelcast members an - Details about the type and volume of operations run on the member - WAN Replication diagnostic information -The Hazelcast configuration provides settings for the rotation and retention of these diagnostic log files. For more information about the diagnostic plugins and how to configure them, see xref:maintain-cluster:monitoring.adoc#diagnostics[Diagnostics]. +The Hazelcast configuration provides settings for the rotation and retention of these diagnostic log files. For more information, see xref:maintain-cluster:monitoring.adoc#diagnostics[Diagnostics]. -TIP: Do not truncate diagnostics logs. If you must truncate a log, ensure the startup section—containing environment and system details—is included. +NOTE: Do not truncate diagnostics logs. If you must truncate a log, ensure the startup section—containing environment and system details—is included. -==== JVM garbage collection logs +=== JVM garbage collection logs The JVM's garbage collection logs are often valuable in diagnosing performance problems in Hazelcast. Garbage collection (GC) logging is not enabled by default. We recommend you enable GC logging in production environments for performance analysis. -This section describes the configuration parameters to enable JVM garbage collection logging, along with parameters for rotation and retention. - -In Java 8 and below, the output file path is set with the `-Xloggc` parameter; in Java 9 and above, with the `file=` parameter. - -*Java 8 and below:* ----- --verbose:gc --Xloggc:gc.log --XX:NumberOfGCLogFiles=10 --XX:GCLogFileSize=10M --XX:+UseGCLogFileRotation --XX:+PrintGCDetails --XX:+PrintGCDateStamps --XX:+PrintTenuringDistribution --XX:+PrintGCApplicationConcurrentTime --XX:+PrintGCApplicationStoppedTime ----- +In Java 9 and above, the output file path is set using the `file=` parameter: -*Java 9 and above:* ---- -Xlog:safepoint,gc+age=debug,gc*=debug:file=gc.log:uptime,level,tags:filesize=10m,filecount=10 ---- -// Author's note - the docs include a slightly different command (below) - which one should we use, or should we just xref this topic? -// -Xlog:gc=debug:file=/tmp/gc.log:time,uptime,level,tags:filesize=100m,filecount=10 -// Please advise +For more information, see xref:troubleshoot:remedies-for-alerts.adoc#garbage-collection-logs[Garbage Collection Logs]. -=== Complete the support ticket +== Submit a support ticket Create a ticket using the https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal] and include the following information: @@ -144,9 +127,9 @@ Create a ticket using the https://support.hazelcast.com/s/?utm_source=docs-websi + Write a clear, concise title summarising the problem. In the description, provide: + -• What you observed. Capture any relevant screenshots and or errors noted, and include the exact incident date and time -• What you expected -• Whether the issue is ongoing, intermittent, or resolved +- What you observed. Capture any relevant screenshots and or errors noted, and include the exact incident date and time +- What you expected +- Whether the issue is ongoing, intermittent, or resolved + 2. Steps to reproduce + @@ -160,13 +143,13 @@ If available, include a minimal project or code sample that demonstrates the pro + Explain how you use Hazelcast, including: + -• Data structures involved -• Client types -• Cluster size -• Deployment environment (cloud, on-prem, containerised) -• Any recent changes (upgrades, configuration changes, scaling events) +- Data structures involved +- Client types +- Cluster size +- Deployment environment (cloud, on-prem, containerised) +- Any recent changes (upgrades, configuration changes, scaling events) -==== Set the ticket severity +=== Set the ticket severity Choose the correct severity to ensure the issue is routed appropriately. @@ -187,16 +170,16 @@ Choose the correct severity to ensure the issue is routed appropriately. |General questions, enhancement requests, or other non-critical issues |=== -After submitting your ticket, respond promptly to any follow-up questions or requests for additional data as timely communication helps accelerate investigation and resolution. +After submitting your ticket, please respond promptly to any follow-up questions or requests for additional data as timely communication helps accelerate investigation and resolution. -==== Summary +== Summary To ensure the fastest possible resolution: • Keep diagnostics and logging enabled in all environments • Collect detailed observations before submitting a ticket • Provide complete, untruncated logs and diagnostics -• Include Hazelcast and client configuration files +• Include Hazelcast member and client configuration files • Select the correct severity level • Communicate promptly with Hazelcast Support From 5c8dce1d5b26105bcb38d4a08b2a5387cbb4f9e6 Mon Sep 17 00:00:00 2001 From: Amanda Lindsay Date: Tue, 25 Nov 2025 15:08:03 +0000 Subject: [PATCH 7/7] DOC-695: minor tweak --- docs/modules/getting-started/pages/support.adoc | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/docs/modules/getting-started/pages/support.adoc b/docs/modules/getting-started/pages/support.adoc index 0cd194b59..3761f5958 100644 --- a/docs/modules/getting-started/pages/support.adoc +++ b/docs/modules/getting-started/pages/support.adoc @@ -20,7 +20,7 @@ support inquiries, access to critical software patches, and other services which will help you achieve increased productivity and quality. Learn more about Hazelcast support subscriptions: https://hazelcast.com/pricing/?utm_source=docs-website[https://hazelcast.com/pricing/]. -You can create a support ticket using the https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal]. +NOTE: You can create a support ticket using the https://support.hazelcast.com/s/?utm_source=docs-website[Hazelcast Support Portal]. The following section explains what information to collect and how to submit a ticket.