Customer success and support

Hashicorp customer success specialists can help you at every step of your journey, from on-boading and deployment to use case adoption and renewal management. HashiCorp support engineers provide world-class enterprise-grade support for our entire suite of products.

Engaging with HashiCorp Support

Engaging with HashiCorp Support as described here will help us to properly handle your support requests. Please take a moment to review the following information. 

Points of Engagement

Customers are encouraged to use the following points of engagement with HashiCorp Support:

You can track your existing requests and the requests of others within your organization in the support portal. It is the preferred point of engagement for all customer support requests, but email can always be used if this works better for your team.

Please use an email address associated with your organization when signing up for a support portal account so that emailed support requests are responded to based on your organization's support plan.

Submitting Requests

Please try to to provide the following minimum details whenever you submit a ticket:

  • Product version
  • Platform (including cloud provider and operating system)
  • A detailed description of the issue (with steps to reproduce if appropriate)
  • Relevant configuration (be sure to redact any sensitive information)
  • Relevant logs, output, or URLs

 

Response and resolution times

Response and resolution times are based on your Service Level Agreement with HashiCorp and are only applicable to customers with enterprise support contracts.

HashiCorp will make reasonable efforts to adhere to the response and resolution times for issues within the scope of its own software.

Hashicorp has introduced Gold and Silver SLAs in 2H/2017. Customers with "Premium" SLA will continue to maintain that SLA. The following are response times based on issue severity for Gold (24X7) and Silver (business hours) SLAs:

Severity 1 (Urgent)

Any error reported by customer where the majority of the users for a particular part of the software are affected, the error has high visibility, there is no workaround, and it affects customer’s ability to perform its business

  • First reply: within 60 minutes of report time for Gold SLA and 8 business hours (US Pacific time) for Silver SLA.
  • Resolution: 24 hours for Gold SLA and 24 Business hours for Silver SLA.

Severity 2 (High)

Any error reported by customer where the majority of the users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is affecting revenue

  • First reply: within 4 business hours for Gold SLA and 16 business hours for Silver SLA.
  • Resolution: 3 business days for Gold SLA and 5 business days for Silver SLA.

Severity 3 (Normal)

Any error reported by customer where the majority of the users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is NOT affecting revenue 

  • First Reply: 8 business hours for Gold SLA and 24 Business hours for Silver Support.
  • Resolution: 7 business days.

Severity 4 (Low)

Any error reported by customer where a single user is severely affected or completely inoperable or a small percentage of users are moderately affected or partially inoperable and the error has limited business impact

  • First Reply: 24 business hours.

* All times during regular business hours: 9 a.m. - 5 p.m. (Pacific Time, Monday through Friday)

Product versions

If you're submitting a ticket, make sure to include your product version. Below is how to find that information.

Local Version

You can retrieve any HashiCorp tool version by passing the --version flag. For example, if you would like to retrieve your local version of Terraform:

terraform --version

Remote Version

If you are using one of our hosted products please be sure to include your remote version as well. This can be found in the Settings view for a given environment or build.

Product configuration information to send with ticket

Effectively troubleshooting an issue can require information about your specific product configuration. The following are examples of the relevant configuration details which you can share when it will help us to better resolve your issue.

The same configuration details which apply to the OSS tools will typically also apply to enterprise tools.

Consul

Configuration details relevant to the issue for Consul and Consul Enterprise include:

  • Version from consul version
  • Number of Consul servers and client agents
  • Relevant platform (physical/virtual), cloud provider(s), along with operating systems and versions
  • Agent configuration
  • Service definitions
  • Health check definitions
  • Relevant local environment variables
  • A general idea of your Consul usage patterns and workload is often helpful; this includes factors such as:
    • Key/Value store usage
    • Read or write-heavy workload?
    • Using Consul Template?
    • Relevant prepared queries

Nomad

Configuration details relevant to the issue for Nomad and Nomad Enterprise include:

  • Version from nomad version
  • Relevant operating system and version
  • Job files or snippets from job files
  • Relevant Nomad agent configuration
  • Relevant local environment variables

Packer

Configuration details relevant to Packer and Packer Enterprise issues include:

  • Version from packer version
  • Relevant operating system and version
  • The actual Packer template or the simplest example template and scripts needed to reproduce the issue
  • Relevant local environment variables
  • Remote environment variables

Terraform

Configuration details relevant to Terraform and Terraform Enterprise issues include:

  • Version from terraform version
  • Relevant operating system and version
  • Terraform configuration (.tf) files
  • Relevant local environment variables

Vagrant

Configuration details for Vagrant issues include:

  • Version from vagrant version
  • Relevant operating system and version
  • Vagrantfile
  • Relevant local environment variables

Vault

Configuration details for Vault and Vault Enterprise issues include:

  • Version from vault version
  • Relevant operating system and version
  • Vault server configuration
  • Relevant local environment variables

Output and logs to share with tickets

You can share output and logs with us through an attachment in the support issue as needed. The same log and output details which apply to the OSS tools typically also apply to enterprise tools.

NOTE: Debug level logs can include information about your system including environment variables and user information. If you store sensitive information in the environment or in your user account, please scan or scrub the debug log of this information before sharing with HashiCorp support. You can also encrypt the logs using the HashiCorp public key shown in the Secure Communications section.

Consul

Consul and Consul Enterprise log output to syslog or a log file and HashiCorp Support could request that you share the relevant log file detail with us. Other useful Consul output you could be asked to share include the following:

  • Output from consul info
  • Output from consul monitor with debug level logging enabled and executed from a particular agent like this: consul monitor --log-level=debug
  • Enable debug endpoint for goroutine logging and retrieve goroutine dump with: curl -s -X GET http://<consul_server>:8500/debug/pprof/goroutine?debug=1
  • Enable debug endpoint for heap logging and retrieve heap dump with: curl -s -X GET http://<consul_server>:8500/debug/pprof/heap?debug=1

Consul also gathers runtime telemetry which contain useful performance data which can be helpful to share.

Please ensure that log detail for Consul Enterprise features (such as the snapshot daemon) is shared whenever the issue involves a Consul Enterprise feature.

Nomad

Nomad and Nomad Enterprise log output to syslog or a log file and HashiCorp Support could request that you share the relevant log file detail with us. Other useful output from Nomad includes the output from:

  • nomad status [job]
  • nomad alloc-status [job_id]
  • nomad plan [job_file]

It can also be helpful to have debug level logging which can be enabled as described in the Nomad Agent Configuration documentation.

Packer

Helpful output and logging from Packer or Packer Enterprise to share includes the following:

  • Debug level logging by setting the PACKER_LOG=1 environment variable before building or by using packer build -debug

More details are available in the Debugging Packer Builds documentation.

Terraform

Terraform and Terraform Enterprise have detailed logs which can be enabled by setting the TF_LOG environment variable to any value. This will cause detailed logs to appear on stderr.

If Terraform ever crashes (a "panic" in the Go runtime), it saves a log file with the debug logs from the session as well as the panic message and backtrace to crash.log.

More details are available in the Debugging Terraform documentation.

Vagrant

Relevant Vagrant output and logs which are useful to share for Vagrant issues include:

  • vagrant command output
  • Debug level logging with the VAGRANT_LOG environment variable or through the --debug command line flag, for example: VAGRANT_LOG=debug vagrant up

See the Vagrant Debugging documentation for more details.

Vault

Vault and Vault Enterprise log output to syslog or a log file and HashiCorp Support could request that you share the relevant log file detail with us. Some additional Vault commands for which output could also be helpful include:

  • Output from vault status
  • Output from relevant vault command line or HTTP API calls

Secure communications

If you would like to secure your communications with us, you can use the PGP key published on our Security page or Keybase.

close modal

Request a Demo

Fill out the form below and we'll reach out to discuss a product demo.

check mark
check mark
check mark
check mark
Trusted by
  • Adobe Logo
  • Barclays Logo
  • Cisco Logo
  • Citadel Logo
  • Digital Ocean Logo
  • Hewlett Packard Enterprise Logo
  • SAP Arabia Logo
  • New Relic Logo
  • Pinterest Logo
  • Segment Logo
  • Spaceflight Logo
  • Stripe Logo