Scope of Support
Our aim is to ensure the reliability of the infrastructure provided by centron and to assist you with all centron interfaces, products and enquiries. Please do not hesitate to contact us at any time for support.
The breakdown reflects the distinction between the platform operated by centron and what runs within your cluster.
Scope of services
| Service | Included | Out of scope |
|---|---|---|
| Control Panel and user interface | ✓ | |
| Account-related matters | ✓ | |
| Ordering, renewal or cancellation; contract amendments and consultancy | ✓ | |
| Operation, availability and patching of the control plane | ✓ | |
| Operating system and Kubernetes updates for worker nodes | ✓ | |
| Provisioning of nodes and node pools | ✓ | |
| Failures in the underlying infrastructure | ✓ | |
| Deployment and configuration of your workloads | ✓ | |
| Creation and maintenance of manifests and Helm charts | ✓ | |
| Troubleshooting applications within the cluster | ✓ | |
| Self-installed components (Ingress controllers, operators, monitoring stacks) | ✓ | |
| RBAC rules, network policies and namespaces | ✓ | |
| Sizing of pools and nodes | ✓ | |
| Backing up your application data | ✓ | |
| Deployment and administration of networks | ✓ |
In short: centron is responsible for the cluster infrastructure; you are responsible for the workloads within it. You can find a more detailed overview under Managed Components.
Before you contact support
Many questions can be clarified by consulting the documentation:
- Troubleshooting – Narrowing down common issues
- FAQ – Answers to frequently asked questions
- kubectl commands – Commands for troubleshooting
When making an enquiry, please have the following to hand:
- Cluster name and region
- Time of occurrence
- Affected namespaces, pods or nodes
kubectl describeandkubectl logsoutput for the affected resource
Administrative services subject to a charge
Administrative services subject to a charge go beyond the scope of standard support. As soon as you contact us, a member of staff will assess the feasibility of your enquiry and, if appropriate, provide you with a quote.]
The decision to process a enquiry that falls outside the scope of standard support is based on the following criteria:
- the complexity of the problem
- the availability of qualified support staff