Category
| Description
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Support provided
| The Elasticsearch technical support team provides support and consultation services for the use of management features. The team also handles product defects and cluster stability issues related to the management features. The features include cluster creation, cluster scaling, cluster configuration upgrade and downgrade, cluster version upgrade, cluster and node restart, cluster configuration, quota adjustment, and whitelist configuration. The Elasticsearch technical support team provides support and consultation services for the use of self-developed engine features. The team also handles product defects related to the engine features. The features include self-developed plug-ins.
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Assistance provided
| The Elasticsearch technical support team provides consultation services for the use of open source Elasticsearch features and assists in sending feedback on defects and requirements related to the features to the open source Elasticsearch team. Then, the open source Elasticsearch team handles the defects and provides solutions to meet the requirements. The Elasticsearch technical support team assists in troubleshooting issues related to Alibaba Cloud services on which Alibaba Cloud Elasticsearch depends. The service teams of these Alibaba Cloud services are responsible for handling service defects and providing solutions to meet service requirements. The Alibaba Cloud services include Object Storage Service (OSS) and CloudMonitor. The Elasticsearch technical support team assists in troubleshooting issues, such as data accumulation and inconsistency, in scenarios where data is imported to Alibaba Cloud Elasticsearch. Data write performance and data query performance are closely related to your business logic and data. If the components of your cluster do not encounter exceptions or defects, the Elasticsearch technical support team assists only in write and query performance tuning. The Elasticsearch technical support team assists in troubleshooting the issue of cluster instability or unavailability due to unexpected operations but does not ensure cluster recovery and data integrity. For more information, see the Elasticsearch documentation.
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Support not provided
| Alibaba Cloud Elasticsearch provides various convenient O&M features and guarantees the reliability of the features. The features include cluster management, data backup, intelligent O&M, cluster monitoring and alerting, and application performance monitoring and analysis. The Elasticsearch technical support team does not perform specific O&M operations, such as version upgrade, alert configuration, and cluster restart. The Elasticsearch technical support team does not provide support for the implementation of your Elasticsearch business code that is developed based on languages such as Java, Python, Go, and PHP. The Elasticsearch technical support team does not provide support for non-standard capabilities of Alibaba Cloud Elasticsearch, such as custom plug-ins. The Elasticsearch technical support team does not troubleshoot issues that occur on third-party products related to your business. The Elasticsearch technical support team does not troubleshoot issues that occur on self-managed Elasticsearch, Logstash, and Kibana.
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