From 70a7ec795626c1b8d0b616e3c7d20526bbbba3a4 Mon Sep 17 00:00:00 2001 From: Quetzalli Date: Fri, 29 May 2026 22:34:58 +0200 Subject: [PATCH 1/2] fix Support & Help content --- scripts/redirects/_redirects | 2 +- scripts/redirects/aws_urls.txt | 2 +- scripts/redirects/redirects_config.json | 2 +- src/content/docs/aws/help-support/get-help.md | 48 ++++++------ src/content/docs/aws/help-support/index.md | 5 +- .../docs/aws/help-support/report-issue.md | 74 ------------------- ...{support-plans.md => support-offerings.md} | 73 ++++++++++-------- 7 files changed, 74 insertions(+), 132 deletions(-) delete mode 100644 src/content/docs/aws/help-support/report-issue.md rename src/content/docs/aws/help-support/{support-plans.md => support-offerings.md} (55%) diff --git a/scripts/redirects/_redirects b/scripts/redirects/_redirects index 67d24a3d..da10a153 100644 --- a/scripts/redirects/_redirects +++ b/scripts/redirects/_redirects @@ -376,7 +376,7 @@ /user-guide/aws/acm/ /aws/services/acm 301 /user-guide/integrations/sdks/php/ /aws/integrations/aws-sdks/net/php 301 /references/coverage/coverage_sns/ /aws/services/sns 301 -/getting-started/help-and-support/ /aws/getting-started/help-support 301 +/getting-started/help-and-support/ /aws/help-support/get-help 301 /user-guide/aws/amplify/ /aws/services/amplify 301 /references/coverage/coverage_lakeformation/ /aws/services/lakeformation 301 /user-guide/integrations/sdks/dotnet/ /aws/integrations/aws-sdks/net/dotnet 301 diff --git a/scripts/redirects/aws_urls.txt b/scripts/redirects/aws_urls.txt index c5d1aed7..a2076c6d 100644 --- a/scripts/redirects/aws_urls.txt +++ b/scripts/redirects/aws_urls.txt @@ -117,7 +117,7 @@ /references/podman/ /references/ /references/usage-tracking/ -/getting-started/help-and-support/ +/help-support/get-help/ /user-guide/localstack-enterprise/ /references/licensing/ /references/regions-coverage/ diff --git a/scripts/redirects/redirects_config.json b/scripts/redirects/redirects_config.json index ad5a6e0a..6f358056 100644 --- a/scripts/redirects/redirects_config.json +++ b/scripts/redirects/redirects_config.json @@ -1870,7 +1870,7 @@ }, { "old_link": "/getting-started/help-and-support/", - "new_link": "/aws/getting-started/help-support", + "new_link": "/aws/help-support/get-help/", "status_code": 301 }, { diff --git a/src/content/docs/aws/help-support/get-help.md b/src/content/docs/aws/help-support/get-help.md index afe21ff8..8f38bd6f 100644 --- a/src/content/docs/aws/help-support/get-help.md +++ b/src/content/docs/aws/help-support/get-help.md @@ -31,34 +31,17 @@ Community support is provided on a best-effort basis and is not guaranteed. ### Support email -Contact [support@localstack.cloud](mailto:support@localstack.cloud) for: - -- Reporting bugs -- Requesting new features -- Technical questions -- Account-related inquiries -- Issues requiring direct support - -Best for: -- Reproducible issues -- Tracking known problems or feature requests -- Ongoing issues that require follow-up -- Questions that are not suited for public channels +Contact LocalStack Support via email at [support@localstack.cloud](mailto:support@localstack.cloud). ### Web application chat -Use the [LocalStack Web Application](https://app.localstack.cloud/) chat for: - -- Submitting support requests -- Asking technical questions directly - -To create a support request: +To create a support request using the [LocalStack Web Application](https://app.localstack.cloud/) chat: 1. Open the LocalStack Web Application 2. Click the chat icon in the bottom right corner -3. Select **Technical Question** -4. Enter your details and submit +3. Select **Technical Issue** to request technical support or **Account/Billing Issue** to request account related support. +4. Enter your details and submit. Best for: - Direct interaction with the support team @@ -75,6 +58,29 @@ Enterprise customers have access to additional support options, including: For more details, see [Enterprise Support](/aws/help-support/enterprise-support/). + +## What to include + +To help us troubleshoot your issue efficiently, please include the following information: + +- **Logs** + aws emulator container logs with the environment variables `SF_LOG=trace` and `DEBUG=1` enabled + +- **Query (if applicable)** + The query that triggered the issue + +- **Client details** + Client tool or driver used + +- **Connection parameters** + Excluding sensitive information + +- **Additional logs (if available)** + Client tool or driver logs + +Providing detailed information upfront helps reduce back-and-forth and speeds up resolution time. + + ## Before you reach out Before contacting support, we recommend: diff --git a/src/content/docs/aws/help-support/index.md b/src/content/docs/aws/help-support/index.md index a2384773..4577e4a8 100644 --- a/src/content/docs/aws/help-support/index.md +++ b/src/content/docs/aws/help-support/index.md @@ -17,7 +17,7 @@ Our support team can assist with: - Integration guidance for LocalStack in your application - Best practices for working with LocalStack services -For non-technical inquiries, such as billing or account-related questions, contact us at [support@localstack.cloud](mailto:support@localstack.cloud). +For non-technical inquiries, such as billing or account-related questions, contact us at [support@localstack.cloud](mailto:support@localstack.cloud) or via the [LocalStack Web Application](https://app.localstack.cloud/) chat. ## Support options @@ -26,8 +26,7 @@ LocalStack offers different support plans with varying levels of access, respons Use the following sections to find the support option that best fits your needs: - [Get Help](/aws/help-support/get-help/): Learn which support channel to use based on your situation. -- [Report an Issue](/aws/help-support/report-issue/): Submit a support request with the required details. -- [Support Plans](/aws/help-support/support-plans/): Compare available plans and included features. +- [Support Offerings](/aws/help-support/support-offerings/): Compare available plans and included features. - [Enterprise Support](/aws/help-support/enterprise-support/): Explore dedicated support options for enterprise customers. :::note diff --git a/src/content/docs/aws/help-support/report-issue.md b/src/content/docs/aws/help-support/report-issue.md deleted file mode 100644 index d3dfd795..00000000 --- a/src/content/docs/aws/help-support/report-issue.md +++ /dev/null @@ -1,74 +0,0 @@ ---- -title: Report an Issue -description: Submit a support request with the right information to help resolve your issue faster. -template: doc -sidebar: - order: 2 ---- - -If you’re experiencing an issue with LocalStack for AWS, providing clear and complete information helps our team identify and resolve the problem more quickly. - -This guide explains what to check before reporting an issue and what details to include in your request. - - -## Before reporting an issue - -Before reaching out, we recommend: - -- Reviewing the documentation and FAQs -- Verifying your configuration settings -- Ensuring your setup meets system requirements -- Checking logs for errors or warnings - -Many common issues can be resolved quickly by validating your setup and reviewing existing resources. - - -## What to include - -To help us troubleshoot your issue efficiently, please include the following information: - -- **Logs** - aws emulator container logs with the environment variables `SF_LOG=trace` and `DEBUG=1` enabled - -- **Query (if applicable)** - The query that triggered the issue - -- **Client details** - Client tool or driver used - -- **Connection parameters** - Excluding sensitive information - -- **Additional logs (if available)** - Client tool or driver logs - -Providing detailed information upfront helps reduce back-and-forth and speeds up resolution time. - - -## How to submit an issue - -You can report an issue using one of the following methods: - -### Web application - -1. Open the [LocalStack Web Application](https://app.localstack.cloud/) -2. Click the chat icon in the bottom right corner -3. Select **Technical Question** -4. Enter the required details and submit - - -### Support email - -Send your request to [support@localstack.cloud](mailto:support@localstack.cloud). - - -## What happens next - -After submitting your request: - -- Our support team will review your issue -- You may be contacted for additional details -- Issues are prioritized based on urgency and impact - -Response times depend on your support plan. -For details, see [Support Plans](/ aws/help-support/support-plans/). diff --git a/src/content/docs/aws/help-support/support-plans.md b/src/content/docs/aws/help-support/support-offerings.md similarity index 55% rename from src/content/docs/aws/help-support/support-plans.md rename to src/content/docs/aws/help-support/support-offerings.md index 0a41dba8..b1490389 100644 --- a/src/content/docs/aws/help-support/support-plans.md +++ b/src/content/docs/aws/help-support/support-offerings.md @@ -1,5 +1,5 @@ --- -title: Support Plans +title: Support Offerings description: Compare LocalStack support plans, features, and response expectations. template: doc sidebar: @@ -11,43 +11,54 @@ LocalStack offers multiple support plans with different levels of access, respon Choose the plan that best fits your needs based on the level of support and responsiveness required. -## Plan overview +## Plans overview -| **Plan** | **Support Tier** | +| **Plan** | **Tier** | | --- | --- | +| Hobby (Free) | Basic Support | | Trial | Standard Support | -| Base | Priority Support | +| Base | Standard Support | +| Ultimate | Priority Support | | Enterprise | Enterprise Support | +| Student | Basic Support | + + +## Legacy Plans Support Coverage + +| **Plan** | **Tier** | +| --- | --- | +| Starter | Standard Support | +| Teams | Priority Support | ## Feature comparison -| **Features** | **Standard** | **Priority** | **Enterprise** | -| --- | --- | --- | --- | -| Documentation access | ✅ | ✅ | ✅ | -| Community support | ✅ | ✅ | ✅ | -| Operational support | ✅ | ✅ | ✅ | -| 1:1 technical support | ✅ | ✅ | ✅ | -| Screen sharing sessions | | ✅ | ✅ | -| Third-party tools support | | Limited | Limited | -| Faster response times | | ✅ | ✅ | -| Real-time chat support | | | ✅ | -| Support ticketing portal | | | ✅ | -| Service Level Agreements (SLAs) | | | ✅ | -| Direct Slack/Teams channel | | | ✅ | -| Dedicated CSM & TAM | | | ✅ | +| **Features** | **Basic** | **Standard** | **Priority** | **Enterprise** | +| --- | --- | --- | --- | --- | +| Documentation access | ✅ | ✅ | ✅ | ✅ | +| Community support | ✅ | ✅ | ✅ | ✅ | +| Operational support | ✅ | ✅ | ✅ | ✅ | +| 1:1 technical support | | ✅ | ✅ | ✅ | +| Screen sharing sessions | | | ✅ | ✅ | +| Third-party tools support | | | Limited | Limited | +| Faster response times | | | ✅ | ✅ | +| Real-time chat support | | | | ✅ | +| Support ticketing portal | | | | ✅ | +| Service Level Agreements (SLAs) | | | | ✅ | +| Direct Slack/Teams channel | | | | ✅ | +| Dedicated CSM & TAM | | | | ✅ | ## Response expectations -### Standard support (Trial) +### Standard support - Best-effort support - No guaranteed response times - Typical response time: **24–48 hours** during business hours -### Priority support (Base) +### Priority support - **First response:** within 24 hours - **Follow-up responses:** within 24 hours @@ -86,28 +97,28 @@ Support does **not** include: - **Advanced third-party troubleshooting (Priority plan)** Only basic integration guidance is provided for officially supported tools -- ** aws in production** +- **AWS in production** Support is limited to LocalStack’s emulated services ## Support channels by plan -| **Channel** | **Standard** | **Priority** | **Enterprise** | -| --- | --- | --- | --- | -| Slack community | ✅ | ✅ | ✅ | -| GitHub Discussions | ✅ | ✅ | ✅ | -| Support email | ✅ | ✅ | ✅ | -| Web application chat | ✅ | ✅ | ✅ | -| Support ticketing portal | | | ✅ | -| Dedicated Slack/Teams channel | | | ✅ | +| **Channel** | **Basic** | **Standard** | **Priority** | **Enterprise** | +| --- | --- | --- | --- | --- | +| Slack community | ✅ | ✅ | ✅ | ✅ | +| GitHub Discussions | ✅ | ✅ | ✅ | ✅ | +| Support email | | ✅ | ✅ | ✅ | +| Web application chat | | ✅ | ✅ | ✅ | +| Support ticketing portal | | | | ✅ | +| Dedicated Slack/Teams channel | | | | ✅ | -## Support hours +## Support business hours Support is available: - Monday to Friday -- 6:00 AM – 9:00 PM UTC , CET, and ET time zones +- 6:00 AM – 9:00 PM UTC Excludes: From 21288a124b165f2d48200cbaa6ba1aed52408a78 Mon Sep 17 00:00:00 2001 From: Quetzalli Date: Mon, 1 Jun 2026 21:20:39 +0200 Subject: [PATCH 2/2] added missing 2 components + 1 more fix from marko --- src/content/docs/aws/help-support/get-help.md | 21 +++++++++++++++---- 1 file changed, 17 insertions(+), 4 deletions(-) diff --git a/src/content/docs/aws/help-support/get-help.md b/src/content/docs/aws/help-support/get-help.md index 8f38bd6f..34565e29 100644 --- a/src/content/docs/aws/help-support/get-help.md +++ b/src/content/docs/aws/help-support/get-help.md @@ -43,10 +43,6 @@ To create a support request using the [LocalStack Web Application](https://app.l 3. Select **Technical Issue** to request technical support or **Account/Billing Issue** to request account related support. 4. Enter your details and submit. -Best for: -- Direct interaction with the support team -- Submitting issues without leaving the app - ### Enterprise support channels @@ -81,6 +77,23 @@ To help us troubleshoot your issue efficiently, please include the following inf Providing detailed information upfront helps reduce back-and-forth and speeds up resolution time. +:::note +In many scenarios, we ask our customers to use the diagnostics endpoint to provide additional information. + +To use LocalStack’s diagnostics endpoint: +- Set the environment variable `LS_LOG=trace` +- Start LocalStack +- Run the affected task(s) +- Call the diagnostic endpoint `curl -s localhost.localstack.cloud:4566/_localstack/diagnose > diagnose.json && zip diagnose.zip diagnose.json && rm diagnose.json` (Endpoint URL depends on your configuration) +- Once you have the `diagnose.zip` file, please send it to our support team via our email at [support@localstack.cloud](mailto:support@localstack.cloud), or via your existing support ticket. +::: + + +:::danger +Ensure that you avoid sending the diagnostic output to public channels or forums, as it may contain sensitive information. +::: + + ## Before you reach out Before contacting support, we recommend: