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      Technical Support

      Technical support

      When you need personalized, expert assistance, the Lucidworks technical support team is available 24/7.

      Before you open a support case, see the instructions below to learn how to gather data that the technical support team can use to evaluate your issue and provide a solution.

      Once you have obtained the relevant data from Fusion, Submit a request.

      Exporting log files from the DevOps Center

      The DevOps Center provides an easy way to export logs for the timeframe that pertains to your issue.

      How to export data from the DevOps Center
      1. In the Fusion UI, navigate to System > DevOps Center > Log Viewer.

      2. Select the time period that is relevant to the incident you are interested in.

        Log files will be exported according to the tab you are viewing.

        Export CSV Files button

        Click Export service logs in the Service Logs tab or Export request logs in the Request Logs tab to download a .csv file containing the logs (shown here with example timestamps):

        • serviceLogs[2019-02-07T22:28:49.000Z-2019-02-07T22:43:49.695Z].csv

        • requestLogs[2019-02-07T22:28:49.000Z-2019-02-07T22:43:49.695Z].csv

      Finding log files in the filesystem

      Log files are located in the {fusion_path}/var/log directory. Generally, the log files below are the most useful in diagnosing an issue:

      • API logs

        {fusion_path}/var/log/api/api.log and {fusion_path}/var/log/api/gc_<timestamp>.log.0.current

      • Connectors logs

        {fusion_path}/var/log/connectors-classic/connectors-classic.log and {fusion_path}/var/log/connectors-rpc/connectors-rpc.log

      If it is apparent that additional components are involved, collect their logs and associated gc logs from the {fusion_path}/var/log directory.

      Opening a support case

      Lucidworks provides technical support to customers 24 hours a day, 7 days a week, with unlimited incidents. Once you have obtained the relevant data from Fusion as described above, you can open a support case.

      For detailed information about submitting a support case, see Lucidworks Customer Center Training.

      To open a support case, complete the following:

      1. Access the Lucidworks Submit a request page.

        You can also select Contact Support from any page on the Lucidworks support site.

      2. Enter information in the following fields:

        • Your email address

        • Subject

        • Description

      3. In the Severity field, select the appropriate severity value for your issue according to the guidelines below.

        Severity Time Definition Example

        S1

        1 Hour

        Severe commercial impact on Customer’s business which either makes the system inoperable or prevents content discovery.

        Production search is down.

        S2

        12 Hours

        Significant commercial impact on Customer’s business which makes one or more critical areas of functionality inoperable.

        Search performance has slowed down to a crawl.

        S3

        24 Hours

        Moderate commercial impact on Customer’s business which makes one or more non-critical areas of functionality inoperable.

        Slight increase in query time.

        S4

        48 Hours

        No commercial impact on Customer’s business.

        How to implement a certain search feature.

      4. Select values in the following fields:

        • Product Line

        • Fusion Version or Lucidworks Search Version (legacy customers only)

        • Solr Version

      5. In the Environment field, select one of the following:

        • Production

        • QA

        • Sandbox

        • Proof of Concept

      6. In the Attachments field, drag files or click to add log files.

        You can attach only one file. Upload all of your files as one .tar or .zip archive.
      7. When you have attached all pertinent data, click Submit.

      You will receive an email message containing your case number. A Lucidworks support engineer will contact you within the time period corresponding to your issue’s severity level.