[Rancher] We run a burst of high-profile events (e.g., big sale) that run as k8s workloads managed by Rancher. Can Rancher Support join our team remotely for the duration of these events?

Article Number: 000020438

Environment

Rancher - any version
Longhorn - any version

Resolution

Rancher Support will not join the Customer team remotely for the duration of the event. However, they will remain on standby, on high alert, to respond per SLA should there be an issue. Customer should open a new case if support is required or bump the severity of an existing one, following this procedure.

Rancher Support recommends Customers to notify in advance, via a support ticket, all necessary information about such events. We also advise that you gather a full log collector output prior to the planned operations in case later troubleshooting or root cause analysis is required. This will help increase the awareness of the Customer event with Rancher Support and help us ensure fastest response time should some assistance be needed during the event.