Project: Gloo (Orchestration & Management / API Gateway)
File: about.md

title: About Solo Support weight: 910 description: Learn what is included in Solo's product support and how to communicate with Solo Engineers in case of an issue. Learn what is included in Solo's product support and how to communicate with Solo Engineers in case of an issue. Solo Support offers technical assistance in English for Solo products. We are committed to helping you successfully utilize our software in your production environment by: Addressing specific questions and concerns related to the installation and maintenance of our software. Assisting with troubleshooting. Helping resolve errors or failures encountered during installation or use of our products. Identifying and documenting reported bugs, as well as providing workaround solutions when possible. Providing support for the integration between Solo products Istio included and third-party software. Note*: If we identify that the issue is happening on the third-party side, we may redirect you to work with the appropriate vendor, as we do not provide support for other vendors software. All Solo customers have access to various channels for obtaining technical assistance for our software: Open a support ticket in the . Join the community of Solo users in , or talk to your Account Executive to be added to the private Solo Slack space. Contact Solo Support by sending an email to `support@solo.io`. For urgent priority issues that impact production, call the . For more information, see the following resources: : Learn how to create a ticket by using the Support Portal or email. : Review what Solo Support needs to understand your request and provide timely, accurate assistance. : Learn more about priority levels and how to assign the right priority level to your support request. : Review response times from Solo Support based on the priority level that you chose for your request. : Learn about which channels to join, and how to open a Support ticket in Zendesk by using Slack. Solo Support is not accountable for providing assistance with custom code, third-party tools, or unsupported technologies. Your request is likely out of Solo Supports scope if it is primarily about: Third party integrations, such as Hashicorp Vault Writing custom scripts Configuration of external authentication systems Open source projects (Istio is an exception) Reach out to your Solo Account Executive or Customer Success Manager if you have questions or require assistance with any of the following: Architecture, design review, and best practices Securing your environment Comprehensive installation guide Help with custom code Scheduling or registering for training and workshops For guidance on what products may be right for you, to request a demo, and to learn more about pricing options, or reach out to your Account Executive. <!-- Solo Support offers technical assistance for Istio in English for Solo-supported images of Istio only. Support for upstream Istio images is not

For more information, see . We are committed to helping you successfully utilize Istio by: Addressing specific questions and concerns related to the installation and maintenance of Solo distributions of Istio. Assisting with break/fix troubleshooting. Helping resolve errors or failures encountered during installation or use of our products. Identifying and documenting reported bugs, as well as providing workaround solutions when possible. Providing support for the integration between Solo products Istio included and third-party software. Note*: If we identify that the issue is happening on the third-party side, we may redirect you to work with the appropriate vendor, as we do not provide support for other vendors software. All Solo.io customers have access to various channels for obtaining technical assistance for our software: Open a support ticket in the . Join the community of Solo users in , or talk to your Account Executive to be added to the private Solo Slack space. Contact Solo Support by sending an email to `support@solo.io`. For urgent priority issues that impact production, call the . When you contact Solo Support, you can choose a priority for your request. For more See the Priority Levels section to see the definitions of each priority level. |Priority level|Targeted time for initial response| |--|--| |Urgent``|1 hour (24/7/365)| |High|4 business hours (Monday - Friday 9:00 am - 6:00 pm US Eastern Time)| |Normal|8 business hours (Monday - Friday 9:00 am - 6:00 pm US Eastern Time)| |Low|24 business hours (Monday - Friday 9:00 am - 6:00 pm US Eastern Time)| {{% alert context="danger" %}} ``For urgent priority issues that impact production, call the . {{% /alert %}} {{% alert %}} Solo Support reserves the right to adjust the priority you select if it does not align with the priorities documented above. {{% /alert %}} For more information, see the following resources: : Learn how to create a ticket by using the Support Portal or email. : Review what Solo Support needs to understand your request and provide timely, accurate assistance. : Learn more about priority levels and how to assign the right priority level to your support request. : Learn about which channels to join, and how to open a Support ticket in Zendesk by using Slack. --> Solo recommends using the latest version of our software to ensure you have access to the latest features and bug fixes. If you are a few versions behind, you have access to Solos support for legacy software as shown in the following table: |Software|Details| |--|--| |Solo products, including Gloo Gateway|Support for N-3 versions| <!-- |Istio|Support for N-4 versions (Example: If the current version of Istio is 1.19, support is provided for 1.15 and later versions.) |Cilium|Support for N-4 versions (Example: If the current version of Cilium is 1.15, support is provided for 1.11 and later versions.) -->