Public Cloud Support

1. BYOS and PAYG support

Regardless of the public cloud service you use or the plan you choose, SUSE has you covered with support. Where you get support is dependent on whether you Bring-your-own-subscription (BYOS) or you use SUSE products on-demand Pay-as-you-go (PAYG).

BYOS

BYOS instances are supported by SUSE under the terms of your SUSE subscription. For an overview of SUSE’s support subscriptions, refer to https://www.suse.com/support/.

PAYG

SUSE Multi-Linux Manager PAYG instances include support by SUSE. To open a ticket for PAYG, see https://scc.suse.com/cloudsupport.

Public Cloud Guide

For more information on cloud products and support, see SUSE Public Cloud Guide.

Public Cloud Information Tracker (PINT)

The Public Cloud Information Tracker (PINT) provides information about the images SUSE publishes and servers that are part of the SUSE operated update infrastructure. PINT is available at pint.suse.com and provided as an API and command-line tool with the python3-susepubliccloudinfo package from the Public Cloud Module repository.

2. Collecting system information

To create a TAR archive with detailed system information that you can hand over to Global Technical Support, run the command:

mgradm support config

The default archive location is /var/log, with the file name format being scc_HOST_DATE_TIME.txz

3. Opening a new support case

To open a new support case for your cloud Pay-as-you-go instance, you need to generate a supportconfig file and then follow the steps listed on:

SUSE Customer Center Cloudsupport

4. Billing services and troubleshooting

4.1. billing-data-service

This service serves billing data from SUSE Multi-Linux Manager for the CSP-billing-adapter. The service is reachable at:

This service is maintained by the SUSE Multi-Linux Manager team. This service only logs to systemd journal.

Billing services must be running or spacewalk will refuse to start.

4.2. csp-billing-adapter-service

This service reports the billing data to the cloud provider (AWS, AZURE, GCP). These logs are stored in:

  • /var/log/csp_billing_adapter.log

Additional status information can be located in:

  • /var/lib/csp-billing-adapter/csp-config.json

This service is maintained by public cloud team.

4.3. uyuni-payg-timer

This service checks if billing-data-service is installed and running. It also checks if the csp-billing-adapter-service is installed and running. If these services are not running or installed it will attempt to install and start the service.

Consequences

If one of the previous billing services is not running and cannot be installed or started spacewalk will refuse to start.

Check journalctl -u uyuni-payg-timer.service for additional issues.

4.4. Continuous compliance checks

Procedure: Compliance checks

  1. Is the billing server running at http://localhost:18888/ ?

  2. Is the csp-billing-adapter.service running?

  3. What is the status of the csp-billing-adapter located in /var/lib/csp-billing-adapter/csp-config.json?

    Failed Checks

    Failed checks are logged in:

    • /var/log/rhn/rhn_web_ui.log

    • /var/log/rhn/rhn_taskomatic_daemon.log

    Consequences

    • No more actions will be executed.

    • reposync will stop synchronizing channels.