[Rancher] Can Rancher Support join me as I do my upgrade?

This document (000020440) is provided subject to the disclaimer at the end of this document.

Resolution

As a general rule, Rancher Support will not join a Customer proactively for the purpose of performing upgrades of their environment. However, Customers are encouraged to notify Rancher Support of planned maintenance events for upgrade and migration. 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 maintenance window.

Additionally, such notifications provide for an opportunity to validate the planned upgrade proactively rather than react to issues that could have been avoided.

For more information, please, check the following article: Can Rancher Support validate our planned upgrade?

If customers experiences issues during an upgrade window, Rancher Support encourages them to open a case or bump the severity of an existing one to request immediate assistance.

Disclaimer

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