Support Process

The support portal may be accessed at https://continuent.zendesk.com

Continuent offers paid support contracts for Continuent Tungsten and Tungsten Replicator. If you are interested in purchasing support, contact our sales team at sales [at] @continuent.com

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 response.

1. Please provide a clear description of the problem

2. Which environment is having the issue? (Prod, QA, Dev, etc.)

3. What is the impact upon the affected environment?

4. Identify the problem host or hosts and the role (Primary, Replica, etc)

5. Provide the steps you took to see the problem in your environment

6. Upload the resulting zip file from tpm diag, potentially run more than once on different hosts as needed. Alternatively, use the tungsten_send_diag command.

7. Provide steps already taken and commands already run to resolve the issue

8. Have you searched your previous support cases?

9. Have you checked the Continuent documentation?

10. 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 "Error/Cause/Solution"

Creating a Support Account

You can create a support account by logging into the support portal. 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 helpdesk [at] @continuent.com and notifications-helpdesk [at] @continuent.com. These addresses will be used for sending messages from Zendesk.

Open a Support Ticket

Login to the support portal and click on 'Submit a Request' at the top of the screen. You can access this page directly here.

Open a Support Ticket via Email

Send an email to helpdesk [at] @continuent.com from the email address that you used to create your support account. You can include a description and attachments to help us diagnose the problem.

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.

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.

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.

Support Tools

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 to determine this directory:

  shell> tpm query staging
  tungsten@host1:/home/tungsten/tungsten-clustering-8.0.4-132
  shell> cd /home/tungsten/tungsten-clustering-8.0.4-132
  shell> ./tools/tpm diag -a

  If ssh is open between all hosts, then including the -a option will attempt to gather the diagnostics for all hosts in your topology. If this is not the case, then it is important to issue tpm diag on all hosts and upload all the individual packages to support. This will ensure the engineers will have a full holistic view of your entire installation.

  The process will create a file called tungsten-diag-2026-04-27-14-58-05.tgz, with the corresponding date and time information replaced. This file should be included in the reported support issue as an attachment.

  Important

  Just because you may experience an issue only on one node, providing a complete diagnostic package for all nodes is essential, especially for Tungsten Clustering users, as the logs files in the other cluster nodes may hold vital information.

• Manually Collecting Logs

  If tpm diag cannot be used, or fails to return all the information, the information can be collected manually:

  1. Run tpm reverse on all the hosts in the installation:

     shell> tpm reverse

  2. 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:

     shell> cd /opt/continuent
     shell> tar zcfh host1-logs.tar.gz ./service_logs

     The tpm reverse command output, and log archives can then be submitted as attachments with the support query.

Using tungsten_upgrade_manager

Version availability

Available in 7.0.1 and later.

Applies to: Tungsten Clustering for MySQL

tungsten_upgrade_manager is used to correct a cctrl display bug in the Manager that causes the useSSL value shown via ls -l to be false when it should be true after an upgrade from v6 to v7.

Warning

Only use the tungsten_upgrade_manager command when instructed to do so by Continuent Support!

Option	Description
--api	Use REST APIv2 in place of cli tools where possible
--manager	manager executable name or fullpath if different from default
--tpm	tpm executable name or fullpath if different from default.
-b Aliases: --backup
-d Aliases: --debug	Impies -v also. Debug mode is VERY chatty, avoid it unless you really need it/
-f Aliases: --force
-h Aliases: -help
-s Aliases: --start
-v Aliases: --verbose	Show verbos eoutput.
-y Aliases: --yes