What are support Issues, What is Consulting

This knowledge base article is intended to clarify what constitutes a supportable case opposed to a Consulting inquiry for Kubermatic products. Additionally, options for issues considered as Consulting Inquiries are provided.

Support Issues

Kubermatic Support agrees to handle problem cases in accordance with Kubermatic License and Subscription Terms in the following scenarios:

There is an error in the software or Kubermatic provided Best Practice configuration or with expert configuration done by Kubermatic as requested by the customer;
An error in the software causes subsequent errors or Kubermatic provided Best Practice configuration causes subsequent errors;
standard product functions have incorrect or missing documentation.

If the occurring problem falls into one of these above-mentioned categories, you must open a problem case under the relevant component (or via appropriate Kubermatic Support channels where applicable) to initiate the Support process.

Consulting Issues

The following cases are classified as consulting requests and should not be raised via a Support case.

This includes inquiries concerning:

Advice or assistance relating to configuration or implementation specific to the customer’s unique environment or already documented
‘How-Tos’ questions seeking assistance with documented features
Assistance with customization of the core product, core functionality and/or problems or errors caused by customization that has been implemented or completed by customers or partners.

For help with configuration, how-to, and implementation issues, please speak with your Account Executive or Customer Success about Professional Services options or about engaging a Kubermatic Partner.

Note that consulting requests are priced separately at the discretion of Kubermatic unless otherwise specified in your maintenance contract.