The support portal may be accessed at
Continuent offers paid support contracts for Continuent Tungsten and
Tungsten Replicator. If you are interested in purchasing support, contact
our sales team at
A.1.1. Support Request Procedure
Please use the following procedure when requesting support so we can
provide prompt service. If we are unable to understand the issue due to
lack of required information, it will prevent us from providing a timely
Please provide a clear description of the problem
Which environment is having the issue? (Prod, QA, Dev, etc.)
What is the impact upon the affected environment?
Identify the problem host or hosts and the role (master, slave, etc)
Provide the steps you took to see the problem in your environment
Upload the resulting zip file from `tpm diag`, potentially run more
than once on different hosts as needed
Provide steps already taken and commands already run to resolve the
Have you searched your previous support cases?
Have you checked the Continuent documentation?
Have you checked our general knowledge base? For our
Error/Cause/Solution guidance on specific issues and error messages,
and how the reason can be identified and resolved, see
Section A.2, “Error/Cause/Solution”.
A.1.2. Creating a Support Account
You can create a support account by logging into the support portal at
Please use your work email address so that we can recognize it and
provide prompt service. If we are unable to recognize your company name
it may delay our ability to provide a response.
Be sure to allow email from
These addresses will be used for sending messages from Zendesk.
A.1.3. Generating Diagnostic Information
To aid in the diagnosis of issues, a copy of the logs and diagnostic
information will help the support team to identify and trace the
problem. There are two methods of providing this information:
Using tpm diag
The tpm diag command will collect the logs and
configuration information from the active installation and generate
a Zip file with the diagnostic information for all hosts within it.
The command should be executed from the staging directory. Use
tpm query staging to determine this directory:
tpm query staging
The process will create a file called
with the corresponding date and time information replaced. This file
should be included in the reported support issue as an attachment.
For a staging directory installation, tpm diag
will collect together all of the information from each of the
configured hosts in the cluster. For an INI file based installation,
tpm diag will connect to all configured hosts if
ssh is available. If a warning that
ssh is not available is generated, tpm
diag must be run individually on each host in the cluster.
Manually Collecting Logs
If tpm diag cannot be used, or fails to return
all the information, the information can be collected manually:
Run tpm reverse on all the hosts in the
Collect the logs from each host. Logs are available within the
service_logs directory. This contains
symbolic links to the actual log files. The original files can
be included within a tar archive by using the
-h option. For example:
tar zcfh host1-logs.tar.gz ./service_logs
The tpm reverse and log archives can then be
submitted as attachments with the support query.
A.1.5. Open a Support Ticket via Email
Send an email to
from the email address that you used to create your support account. You
can include a description and attachments to help us diagnose the
A.1.6. Getting Updates for all Company Support Tickets
If multiple people in your organization have created support tickets, it
is possible to get updates on any support tickets they open. You should
see your organization name along the top of the support portal. It will
be listed after the Check Your Existing Requests
To see all updates for your organization, click on the organization name
and then click the Subscribe link.
If you do not see your organization name listed in the headers, open a
support ticket asking us to create the organization and list the people
that should be included.
A.1.7. Support Severity Level Definitions
Summary of the support severity levels with initial response targets:
Urgent: initial response within an hour
Represents a reproducible emergency condition (i.e. a condition that
involves either data loss, data corruption, or lack of data
availability) that makes the use or continued use of any one or more
functions impossible. The condition requires an immediate solution.
Continuent guarantees a maximum one (1) hour initial response time.
Continuent will continue to work with Customer until Customer’s
database is back in production. The full resolution and the full
root cause analysis will be provided when available.
High: initial response within four (4) hours
Represents a reproducible, non-emergency condition (i.e. a condition
that does not involve either data loss, data corruption or lack of
database availability) that makes the use or continued use of any
one or more functions difficult, and cannot be circumvented or
avoided on a temporary basis by Customer. Continuent guarantees a
maximum four (4) hours initial response time.
Normal: initial response within one (1) business day
Represents a reproducible, limited problem condition that may be
circumvented or avoided on a temporary basis by Customer. Continuent
guarantees a maximum one (1) business day initial response time.
Low: no guaranteed initial response interval
Represents minor problem conditions or documentation errors that are
easily avoided or circumvented by Customer. Additional request for
new feature suggestions, which are defined as new functionality in
existing product, are also classified as low severity level.
Continuent does not guarantee any particular initial response time,
or a commitment to fix in any particular time frame unless Customer
engages Continuent for professional services work to create a fix or
a new feature.