Please take a moment to review the following information. Engaging with HashiCorp Support as described here will help us to properly handle your support requests.
Points of Engagement
Customers are encouraged to use the following points of engagement with HashiCorp Support:
- Log into the support portal and open a new ticket
- Email support@hashicorp.com — please send emails from an organizational email address whenever possible as Gmail or other public email addresses will not be properly associated with your organization’s support plan
Please note: Per company policy, HashiCorp does not provide support to E-mail Distribution Lists. Please submit tickets under an account associated with an individual's e-mail.
You can track your existing requests and the requests of others within your organization in the support portal. It is the preferred point of engagement for all customer support requests, but email can always be used if this works better for your team.
Please use an email address associated with your organization when signing up for a support portal account so that emailed support requests are responded to based on your organization’s support plan.
Support Ticket Status & Reminders
Throughout the lifecycle of your support ticket, we will provide periodic updates according to your Service Level Agreement. At times, our support team may request additional information. This moves the ticket status to Pending. If we do not hear from you, automated reminders will be sent after 3 and 5 business days, and your ticket will be solved after 8 business days.
If you still need assistance for the same issue after your ticket is solved, you are always welcome to reply to continue the conversation.
Submitting Requests
Please try to provide the following minimum details whenever you submit a ticket:
- Product version
- Platform (including cloud provider and operating system)
- A detailed description of the issue (with steps to reproduce if appropriate)
- Relevant configuration (be sure to redact any sensitive information)
- Relevant logs, output, or URLs
Product Versions
Local Version
You can retrieve any HashiCorp tool version by passing the --version flag. For example, if you would like to retrieve your local version of Terraform:
terraform --version
Remote Version
If you are using one of our hosted products please be sure to include your remote version as well. This can be found in the Settings view for a given environment or build.
Configuration
Effectively troubleshooting an issue can require information about your specific product configuration. The following are examples of the relevant configuration details which you can share when it will help us to better resolve your issue.
The same configuration details which apply to the OSS tools will typically also apply to enterprise tools.
Consul
Configuration details relevant to the issue for Consul and Consul Enterprise include:
- Version from
consul version - Number of Consul servers and client agents
- Relevant platform (physical/virtual), cloud provider(s), along with operating systems and versions
- Agent configuration
- Service definitions
- Health check definitions
- Relevant local environment variables
- A general idea of your Consul usage patterns and workload is often helpful; this includes factors such as:
- Key/Value store usage
- Read or write-heavy workload?
- Using Consul Template?
- Relevant prepared queries
Nomad
Configuration details relevant to the issue for Nomad and Nomad Enterprise include:
- Version from
nomad version - Relevant operating system and version
- Job files or snippets from job files
- Relevant Nomad agent configuration
- Relevant local environment variables
Packer
Configuration details relevant to Packer and Packer Enterprise issues include:
- Version from
packer version - Relevant operating system and version
- The actual Packer template or the simplest example template and scripts needed to reproduce the issue
- Relevant local environment variables
- Remote environment variables
Terraform
Configuration details relevant to Terraform and Terraform Enterprise issues include:
- Version from
terraform version - Relevant operating system and version
- Terraform configuration (
.tf) files - Relevant local environment variables
Vagrant
Configuration details for Vagrant issues include:
- Version from
vagrant version - Relevant operating system and version
- Vagrantfile
- Relevant local environment variables
Vault
Configuration details for Vault and Vault Enterprise issues include:
- Version from
vault version - Relevant operating system and version
- Vault server configuration
- Relevant local environment variables
Output and Logs
You can share output and logs with us through an attachment in the support issue as needed. The same log and output details which apply to the OSS tools typically also apply to enterprise tools.
NOTE: Debug level logs can include information about your system including environment variables and user information. If you store sensitive information in the environment or in your user account, please scan or scrub the debug log of this information before sharing with HashiCorp support. You can also encrypt the logs using the HashiCorp public key shown in the Secure Communications section.
Consul
Consul and Consul Enterprise log output to syslog or a log file and HashiCorp Support could request that you share the relevant log file detail with us. Other useful Consul output you could be asked to share include the following:
- Output from
consul info - Output from consul monitor with debug level logging enabled and executed from a particular agent like this:
consul monitor --log-level=debug - Enable debug endpoint for goroutine logging and retrieve goroutine dump with:
curl -s -X GET http://<consul_server>:8500/debug/pprof/goroutine?debug=1 - Enable debug endpoint for heap logging and retrieve heap dump with:
curl -s -X GET http://<consul_server>:8500/debug/pprof/heap?debug=1
Consul also gathers runtime telemetry which contain useful performance data which can be helpful to share.
Please ensure that log detail for Consul Enterprise features (such as the snapshot daemon) is shared whenever the issue involves a Consul Enterprise feature.
Nomad
Nomad and Nomad Enterprise log output to syslog or a log file and HashiCorp Support could request that you share the relevant log file detail with us. Other useful output from Nomad includes the output from:
nomad status [job]nomad alloc-status [job_id]nomad plan [job_file]
It can also be helpful to have debug level logging which can be enabled as described in the Nomad Agent Configuration documentation.
Packer
Helpful output and logging from Packer or Packer Enterprise to share includes the following:
- Debug level logging by setting the
PACKER_LOG=1environment variable before building or by using packer build-debug
More details are available in the Debugging Packer Builds documentation.
Terraform
Terraform and Terraform Enterprise have detailed logs which can be enabled by setting the TF_LOG environment variable to any value. This will cause detailed logs to appear on stderr. More details are available in the Enabling debug and trace documentation.
If Terraform ever crashes (a “panic” in the Go runtime), it saves a log file with the debug logs from the session as well as the panic message and backtrace to crash.log. Further information about crash file is available at the Interpreting a Crash Log documentation
Private Terraform Enterprise
If running Terraform Enterprise, please include a support bundle if possible. To generate a support bundle, proceed to How to generate a support bundle in Terraform Enterprise documentation.
Vagrant
Relevant Vagrant output and logs which are useful to share for Vagrant issues include:
- vagrant command output
- Debug level logging with the
VAGRANT_LOGenvironment variable or through the--debugcommand line flag, for example:VAGRANT_LOG=debug vagrant up
See the Vagrant Debugging documentation for more details.
Vault
Vault and Vault Enterprise log output to syslog or a log file and HashiCorp Support could request that you share the relevant log file detail with us. Some additional Vault commands for which output could also be helpful include:
- Output from vault status
- Output from relevant vault command line or HTTP API calls
Secure Communications
If you would like to secure your communications with us, you can use the PGP key published on our Security page or Keybase.
Test
This is new draft content added as an update via GH Action