Getting support

Google's primary support objective is to resolve production incidents as quickly as possible. We do this by understanding your configuration, analyzing logs and metrics, and collaborating with partners to solve incidents quickly.

Google Cloud offers a variety of support packages to accommodate your support needs. All Google Cloud Support packages include support for Anthos and Anthos private mode. If you have an existing Google Cloud Support package, then you already have support for Anthos and Anthos private mode.

For more information, see the Google Cloud Support documentation.

Requirements for Anthos private mode support

To troubleshoot business-critical incidents effectively:

  • Check that your environment is current and within the published end-of-support timeframes. See the Version Support Policy section for more information.
  • Capture logging and configurations for system components. For details, see the following Support tools section.

Support tools

To troubleshoot an Anthos private mode incident, Google Cloud Support relies on your environment configuration and logs from your clusters. You can capture the state of your cluster with the actl diagnose command and package this information into a tar archive file for interactions with Support. See Diagnosing cluster issues.

How we troubleshoot your environment

Here is an example of a typical support incident:

  1. Someone--for example, a platform administrator --opens a support case with their Anthos private mode infrastructure operator.
  2. The infrastructure operator provides Level 1 support, which involves referring to documentation, how-to guides and general product questions.
  3. The infrastructure operator captures the diagnostic system snapshot for an appropriate time window for the relevant system components. The infrastructure operator also sanitizes the snapshot data removing any sensitive information from it and shares the snapshot with the Infrastructure Operator.
  4. If the issue is not resolved, the infrastructure operator also provides Level 2 support, which involves performing basic troubleshooting using telemetry and analysis of the system snapshot using and/or playbooks to resolve common issues.
  5. For more complex issues, the infrastructure operator opens a ticket with Google Cloud Support and shares the sanitized system snapshot with Google Support.
  6. The support case is routed to a technical support engineer specializing in Anthos private mode who understands product implementation and architecture and can root-cause novel issues.
  7. The technical support engineer examines the contents of the diagnostic snapshots to gain context of the environment. The technical support engineer examines the logs and metrics and captures their analysis and contextual data in the ticket. The support engineer might request additional information such as the output of relevant actl commands and attach them to the case.
  8. The technical support engineer might also engage with Google engineering as needed to find a resolution to more complex issues including bug fixes and implementation changes.
  9. The support engineer responds to the case with an assessment and recommendation. The support engineer and the Anthos private mode infrastructure operator continue troubleshooting until they come to a resolution.

What does Google support?

Generally, the Cloud Support team supports all software components shipped as part of Anthos private mode as well as Anthos, Anthos Service Mesh, and Anthos Config Management. The table below details this further:

Google Cloud supported Not supported
Kubernetes and the container runtime Customer choice of load balancer (manual load balancing)
Anthos on bare metal clusters Customer code (see Developer Support below)
Monitoring, Logging using Prometheus, Loki, and Grafana Customer choice of operating system
Bundled load balancer (MetalLB) Physical or virtual server, storage, and network
Ingress controller External DNS, DHCP, and identity systems
Anthos Identity Service
Anthos Service Mesh
Anthos Config Management

Version Support Policy

To learn about the overall version support policy, see the Anthos support page

Shared Responsibility Model

Running a business-critical production application on Anthos private mode clusters requires multiple parties to carry different responsponsibilities. While not an exhaustive list, the sections below list the roles and responsibilities.

Google responsibilities

  • Maintenance and distribution of the Anthos private mode software packages.
  • Notifying users of available upgrades for Anthos private mode, and producing upgrade scripts for the previous version; Anthos private mode supports sequential upgrades only (example: 1.2 → 1.3 → 1.4 and not 1.2 → 1.4).
  • Troubleshooting, providing workarounds, and correcting the root cause of any issues related to Google-provided components

Anthos private mode infrastructure operator responsibilities

  • Overall system administration for on-premises admin clusters.
  • Running, maintaining, and patching the data center infrastructure, including networking, servers, operating system, and storage.
  • Upgrading Anthos private mode versions on a regular basis.
  • Monitoring of the cluster, and responding to any incidents and providing L1 and L2 level support to their customers.
  • Sanitizing diagnostic system snapshots, configuration and logs and ensuring no sensitive data is shared with Google.
  • Providing Google with environmental details for troubleshooting purposes.

Anthos private mode platform administrator responsibilities

  • Overall system administration for on-premises user clusters.
  • Running, maintaining, and patching the application workloads.
  • Monitoring of application workloads and cluster health and logging system activities as required to meet compliance regulations.
  • Sanitizing diagnostic system snapshots, configuration and logs and ensuring no sensitive data is shared with Google.
  • Providing Google with environmental details for troubleshooting purposes.

Developer Support

Google does not provide support for application workloads running on Anthos private mode. However, we do provide best-effort developer support to ensure your developers can easily run applications on Anthos private mode. We believe that engaging earlier during development can prevent critical incidents later in the deployment.

This Developer Support is available to customers with a paid support package and is treated as a P3 priority for an issue blocking a launch, or a P4 priority for general consultation.