Issue
If an issue is occurring in a recently upgraded (within the last 7 days) Managed Fusion environment, how do I notify Lucidworks?
Environment
Any Managed Fusion environment (Development, Staging, Production, etc.) that was upgraded in the last 7 days.
Resolution
Submit a ticket to Support by following these steps:
- Visit the Support Portal and click Sign in in the upper-right corner
- Once signed in, click Submit a request:
- Select Managed Fusion Upgrade Issue and fill out the following fields:
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Subject: Upgrade Issue - [High level summary]
- Example: Upgrade Issue - Degraded query performance in Dev after upgrade
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Description:
- Provide the lucidworks.cloud URL of the environment(s) where the issue is observed.
- Provide as much detail as possible regarding your issue or request. A comprehensive description helps us better understand and address your ticket effectively.
- Provide an approximate timestamp of when the issue occured (including time zone).
- If the issue is reproducible, provide specifics steps to reproduce it.
- Provide any error/screenshots/output related to the issue.
- Severity - Select the appropriate severity as described in the Severity Levels section of this article.
- Environment: Select the environment type.
Attachments (log files, screenshots, or other artifacts) can be uploaded using the Attachments option at the bottom of the form. When all of the fields have been filled out, click the Submit button to forward the request on to our Support team.