|
Category
|
Description
|
|
In scope
|
-
We provide consultation, troubleshoot product defects, and resolve stability issues for the management features of Alibaba Cloud Elasticsearch. This covers Elasticsearch, Logstash, Kibana, Beats, and Application Performance Monitoring (APM). Supported features include: cluster creation, scaling, configuration upgrade and downgrade, version upgrades, cluster and node restarts, cluster configuration, quota adjustments, and whitelist configuration.
-
We provide consultation and troubleshoot product defects for proprietary engine features, including Indexing Service, OpenStore, and other proprietary plug-ins.
|
|
Areas of assistance
|
-
We offer guidance on using open source Elasticsearch features. For related defects and feature requests, we help escalate them to the official Elasticsearch open-source project.
-
We help troubleshoot issues with dependent Alibaba Cloud services, such as Object Storage Service (OSS) and CloudMonitor. The teams for those products are responsible for resolving their defects or feature requests.
-
We help troubleshoot issues such as data backlogs and data inconsistencies in data ingestion scenarios for Elasticsearch.
-
Write and search performance depend heavily on your business logic and data. Without obvious component anomalies or confirmed product defects, we provide only best-effort assistance with write and query performance tuning.
-
We help resolve cluster instability or unavailability caused by operations that do not follow standard product guidelines. However, we do not guarantee a full cluster recovery or prevent data loss. For Alibaba Cloud Elasticsearch, refer to the help documentation for your specific edition.
|
|
Out of scope
|
-
Alibaba Cloud Elasticsearch provides O&M features such as cluster management, data backup, intelligent O&M, monitoring and alerting, and application performance monitoring and analysis. However, we do not perform these operations on your behalf, including but not limited to version upgrades, alert configuration, and cluster restarts.
-
We do not provide support for developing or debugging your application code, regardless of the programming language (such as Java, Python, Go, or PHP).
-
We do not support issues with open source components that are not part of the standard Alibaba Cloud Elasticsearch service, such as custom plug-ins.
-
We do not provide support for third-party products that your business application may depend on.
-
We do not support self-managed ELK stacks that are not hosted on Alibaba Cloud.
|