This self-paced course provides an introduction to the Couchbase Support Team and how to best work with the team to resolve any issues quickly.
This course is aimed at Couchbase Enterprise Edition customers who have an existing Support Entitlement. If you don't yet have a Support Entitlement but would like to find out more about one, please do get in touch at https://www.couchbase.com/contact.
The course uses a series of videos to discuss topics such as the team itself and how we operate, how to reach us and how we will work with you on any issue, and any information gathering steps we will ask you to perform.
- Introduction to Couchbase Support
- The Products we Support
- Support SLAs and Priorities
- Where to Open a Ticket
- Community Resources available
- How to Raise a Support Ticket
- Registering on our Support Portal
- Raising a new Support Ticket
- Level of detail to expedite assistance
- Highlighting urgent issues
- Achieving the swiftest resolution
- The importance of delivering logs
- Best use of calls / web meetings
- When and how to escalate
- Handling of upcoming events
- Collecting Couchbase Server, Couchbase Mobile, SDK, and Autonomous Operator Logs
- Using logs for faster resolution
- Information contained within
- Collecting via the UI
- Collecting via the CLI
- Redacting Sensitive Information
By completing/passing this course, you will attain the certificate OLT Proof of Participation
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