Technical support

Support scope

• Services supported
  • The EMR technical support team provides support for the use of the EMR console, provides related consultation services, and handles stability issues and product defects related to the console. The EMR console excludes components that are deployed in EMR clusters. You can perform the following operations in the EMR console:
    • Purchase an EMR cluster.
    • Create an EMR cluster.
    • Scale an EMR cluster.
    • Add services to an EMR cluster.
    • Configure auto scaling rules.
    • Use the monitoring and alerting feature.
    • Develop data.
  • The EMR technical support team provides support for the use of self-developed components in EMR, provides related consultation services, and handles stability issues and product defects related to the self-developed components. EMR provides the following self-developed components:
    • SmartData
    • Bigboot
    • ESS
    • DLF-Auth
  • The EMR technical support team assists in troubleshooting issues that occur on open source components in EMR and provides solutions in an iterative schedule based on the product plan. EMR supports the following open source components:
    • Hadoop components, including Hadoop Distributed File System (HDFS), YARN, and MapReduce
    • Components for data integration, such as Flume and Sqoop
    • Components for data storage, such as HDFS, HBase, Kudu, Iceberg, Delta Lake, Hudi, and Kafka
    • Compute engine components, such as Spark, Hive, Tez, Druid, Flink, and Phoenix
    • Online analytical processing (OLAP) components, such as Presto, ClickHouse, and Impala
    • Other components, such as ZooKeeper, Knox, Ganglia, OpenLDAP, Hue, Zeppelin, Livy, Superset, Ranger, Alluxio, and Oozie
  • The EMR technical support team assists in troubleshooting issues that occur on other Alibaba Cloud services on which EMR depends. The service teams of these Alibaba Cloud services are responsible for the handling of service defects and provide solutions to meet service requirements. EMR depends on the following Alibaba Cloud services:
    • ECS or ACK
    • Object Storage Service (OSS)
    • CloudMonitor
• Services not supported
  • The EMR technical support team provides reliable O&M features such as monitoring and alerting and parameter configuration. However, the EMR technical support team does not perform O&M operations for cluster or component management. The O&M operations include cluster capacity planning, component performance optimization, and specific O&M operations on a cluster, such as service restart and parameter modification.
  • The EMR technical support team does not provide technical consultation on the development of business applications on top of EMR components or troubleshoot related issues. The development covers the following processes: business implementation, code development, job performance tuning, and business migration.
  • The EMR technical support team does not troubleshoot issues in a single job if no obvious exceptions in cluster components occur or no service defects exist.
  • The EMR technical support team does not provide support for non-standard capabilities of EMR, such as upgrade of the cluster version or component configurations, scale-in of core nodes, and reduction of disk capacity.
  • The EMR technical support team does not troubleshoot the issues that occur on third-party components.
  • The EMR technical support team does not troubleshoot the issue of cluster instability or cluster unavailability due to unexpected operations. For more information about unexpected operations, see Limits.

Seek help from Alibaba Cloud technical support

If you have questions, we recommend that you submit a ticket on the Alibaba Cloud official website to seek help from Alibaba Cloud technical support

1. Log on to the ticket system.
2. Click the icon below More Product And Service Category.
3. Click E-MapReduce in the More section.
4. On the New Ticket page, configure the parameters.
5. Click Submit.

You can scan the following QR code to join the DingTalk group of EMR. In this group, you can discuss issues about EMR with other users.

Note This DingTalk group is used only for communication between users. If you have any questions, submit a ticket.

SLA

For more information about SLA, see Service Level Comparison.