What can I ask of Lightbend Support?
Your subscription entitles you to request assistance for a number of development and system questions. Our assistance can help you succeed from your early planning phases all the way through production maintenance. Below are some general guidelines:
- If you are working on the architectural and planning phase of your project then feel free to ask for help understanding our technologies and how they can best be utilized for your project needs.
- If you are in development, then ask us any questions that help to unblock you so that you can develop with ease. i.e. You can't get code to compile, are encountering a runtime issue, or any number of other development issues. Note that if you can provide us with reproducible code then we can more often resolve your case in a more timely fashion.
- For projects in production you might run into situations where code is not running optimally (or at all in some cases), we are here to help. If it might be our technology then don't hesitate to come straight to us so that we can help to get your systems back to their ideal state. Additionally, we strongly recommend attaching log file(s) to your support case, which will help expedite our troubleshooting.
As a general rule of thumb, if it doesn't require a deeply intimate knowledge of your codebase then it is likely a fair Support question*. However, if you have a request you just aren't sure whether it falls under your Support contract or would require a Services engagement, ask and we can help you figure it out.
*Note that in the case where it becomes a development task, in general, this takes it out of support and its accompanying SLA. In fact, if an issue is created we will often ask to resolve the support case in favor of the issue tracker. Of course depending on the severity of the issue and whether there is an existing workaround, we will work diligently towards a developmental resolution.