Dash Enterprise Support

This documentation is for Dash Enterprise.
Dash Enterprise is the fastest way to write & deploy Dash apps and
Jupyter notebooks.
10% of the Fortune 500 uses Dash Enterprise to productionize AI and
data science apps. Find out if your company is using Dash Enterprise.

Support is available for recent versions of Dash Enterprise. You can find the support email address within Dash Enterprise under the Help & Support menu heading. Please include a detailed description of the issue. We may request that you send us a support bundle so that we can better help you troubleshoot the issue.

Is My Version Still Supported?

To ensure you can receive support, keep your Dash Enterprise instance within four minor versions of the latest release. We recommend upgrading regularly for best results.

The following chart displays the lifecycle of Dash Enterprise versions over time. Only those versions that are in the Active, Supported, or Maintenance phases of their lifecycle are eligible for support.

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4 refers to the entire Dash Enterprise 4.X series and MN refers to the multi-node offering (all version numbers).

Version lifecycle * Active: Recent version eligible for feature releases, bug fixes, and security patches. * Supported: Eligible for bug fixes and security patches, but no new features. * Maintenance: Eligible for security patches only. * Deprecated: Out of standard support; customers are advised to upgrade as soon as possible.

End-of-life: No updates, patches, or support (including for downtime issues) can be provided.

Support Team Groups and Request Priority

The Dash Enterprise support team is split into two groups, Install/Infra and
Solutions.

Install/Infra: This group focuses on installations and upgrades,
as well as infrastructure, server, cluster, resourcing, and
authentication related issues.

The official hours for Install/Infra tickets are: 4am - 12am ET Monday - Friday.

Solutions: This group is available to assist with product usage
questions including building Dash apps, app deployment, or
any questions about our proprietary Python packages included with
Dash Enterprise.

The official hours for Solutions tickets are: 4am - 6pm ET Monday - Friday.

Support requests are prioritized by severity.

Severity Level	Description	Expected Response Time (SLA)
1 - Critical	Loss of access, Downtime of Production system	Within 4 hours Monday - Friday
2 - Medium	Downtime of Development or Test systems, Blocking workflows	Within 8 hours Monday - Friday
3 - Minor	Questions related to code improvements, Feature requests	Within 24 hours Monday - Friday
4 - Feature Requests		No SLA
5 - Schedule support hours	May be scheduled on a case by case basis with at least 48 hours’ notice.	No SLA

Generating a Support Bundle

Support bundles contain information about resources in the Kubernetes cluster. This includes, but is not limited to, nodes, pods, events, app and workspace logs, persistent volume claims, and ingresses.

While you can generate a support bundle from the KOTS Admin Console interface, we recommend using the command line as described below. Support bundles generated from the KOTS Admin Console are less secure than those generated from the command line.

Generating a support bundle is an administrator action. It requires access to the server that Dash Enterprise is installed on.

You also need a kubectl plugin called support-bundle that requires the Krew plugin manager. To install the support-bundle plugin, SSH into the server, then run one of the following commands:

If you don’t have Krew installed:
sh curl <a href="https://krew.sh/support-bundle">https://krew.sh/support-bundle</a> | bash
If you have Krew installed:
sh kubectl krew install support-bundle

To generate a support bundle:

SSH into the server, then run:

kubectl support-bundle secret/plotly-system/kotsadm-dash-enterprise-supportbundle --redactors=configmap/plotly-system/kotsadm-redact-spec/redact-spec,configmap/plotly-system/kotsadm-dash-enterprise-redact-spec/redact-spec

You can ignore the following errors:

* failed to run collector "ceph": rook ceph tools pod not found

* failed to run collector "longhorn": list nodes.longhorn.io: the server could not find the requested resource (get nodes.longhorn.io)

If your cluster is large, the process may exceed your user’s limit for simultaneously opened files (also called file descriptors). This error looks like:

* failed to run collector "cluster-resources": failed to redact: failed to create redacted result: failed to create temp file: open /var/folders/40/4y5dh0lj3nz64yfl8_st_4h00000gn/T/replace-3350678043: too many open files

We recommend instead generating the support bundle using the admin console. If the admin console is unavailable, you can temporarily increase this limit as a workaround.
For example, ulimit -n 1024 sets the maximum number of simultaneously opened files to 1024.

Two files are generated: a tar.gz file containing the support bundle, and a support-bundle-results.txt containing analysis results. Please send both files for our support team to investigate. In the future, the messages in support-bundle-results.txt
may be improved to help you begin your own investigation.