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When you need personalized, expert assistance, the Lucidworks technical support team is available 24/7. Once you have obtained the relevant data from Fusion, Submit a request.

Support Portal Overview

The course for Support Portal Overview focuses on how to navigate the support portal, open a support ticket, identify the severity of your issue, and escalate issues as needed.

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Finding log files

You may include logs in your support request.
Connector logs are written to pod stdout. Use kubectl logs to stream connector logs. Replace NAMESPACE with your Fusion deployment namespace, such as prod.
  • V1 (classic) connectors:
    If the command returns no results, run kubectl get deploy -n NAMESPACE | grep -i classic to confirm the label.
  • V2 and Pro connectors:
Add --previous to any command to retrieve logs from a pod that has already crashed or restarted. To retrieve logs from a specific time window, replace -f with --since=DURATION or --since-time=RFC3339-TIMESTAMP. Examples include --since=2h to retrieve logs from the past two hours or --since-time=2025-03-14T11:00:00Z to retrieve logs from a specific time expressed in the RFC-3339 standard.If you have Grafana with Loki installed, you can also query connector logs by component label. See Grafana and Loki for query guidance.
If it is apparent that additional components are involved, collect their logs as well.

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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.
  4. Select values in the following fields:
    • Product Line
    • Fusion Version (optional)
    • Solr Version (optional)
  5. In the Environment field, select one of the following:
    • Dev/Sandbox/POC
    • Performance
    • Production
    • QA/UAT
    • Staging
  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.