Customer support
Customer support services for Logmanager include HW services and System support. Their goal is to increase availability, safety and protection of the investment into the whole system of logs storage.
Support for Logmanager software includes:
- Phone, email and Support Portal access
- 8x5 = business days from 9 am to 5 pm (Central European Time)
- 3 business days response time
- software updates (including new features)
- software bug fixes
Only the latest software version is supported.
To Submit a new ticket, use the Support Portal at https://support.logmanager.com/. The portal shows both your tickets as well as those of your colleagues within your organization.
To better identify the device and the problem, we recommend filling in the optional fields or adding an attachment.
Alternatively, you can submit a ticket through email at help@logmanager.com, a ticket will be automatically created. Email responses will appear directly on the portal in the associated ticket and can be managed from there.
The phone number +420 511 444 939 is primarily designated for urgent inquiries. Live engineers are available in CET business hours. Outside those time, a voicemail is activated and will be responded to later.
Hardware (HW) services from the HW manufacturer include: • 5 years of support • replacement of defective HW part next business day • delivery by the HW manufacturer
If the support operator requests a TSR (Tech Support Report), go to the Logmanager GUI and do the following:
In your web browser, where you are logged into Logmanager as an administrator, enter the following after the URL: APIv1/system/config/support_info
For example, the URL should look like this: https://logmanager.exampledomain.com/APIv1/system/config/support_info
The system will open a new window in which it will generate a support file, download it, put in the Logmanager serial number if not already there and upload it here: https://cloud.logmanager.cz/s/K6d4qGFYB3bj3Z3
DELL and HPE servers have a warranty of 3 or 5 years, depending on the model. The warranty can be verified online by serial number here:
If there is a problem with the server under warranty, please contact the manufacturer’s customer service. Before doing so, have your serial number, brief information about the problem and what preceded it, what steps you took, and any error messages. From where the claimed product is physically available, call the support line for your country. The lists of contacts for service centers for individual countries are available below.
A list of contacts for service centers for individual countries:
HPE customer services for the Czech Republic:
- +420 239 018 791 (Mo – Fr: 8 – 17)
- +420 239 018 793 (24/7)
DELL servers include ProSupport and ProSupport Plus service. ProSupport is included in the price of the server and it applies automatically.
Although Extended service of ProSupport Plus is also included in the price of the product, it has to be activated. To do so, you must set the option for remote access for DELL technicians. The service includes SupportAssist, which offers remote monitoring, automated collection of system status information, auto-creating of service cases and proactive contact from technical support within an hour of detecting a problem. ProSupport Plus customers enjoy all the benefits of SupportAssist support, including predictive fault detection and monthly optimization reports.
Detailed information about support services for DELL servers can be found on the website https://www.dell.com/support/contractservices/en-us.
A list of contacts for service centers for individual countries:
DELL customer services for the Czech Republic (Communication in Czech or Slovak): +420 225 772 969 or +420 225 772 727. After creating a case on the line, the customer will receive a “Service Request Number”, under which all notes on the case will be kept.
An alternative to an introductory phone call is to register the problem via http://www.dell.com/support. After entering the Service Tag (a serial number of 7 characters), the system will find it and generate an Express Service Code. The type of warranty (which must be active) is provided, and a list of possible problems with the product will appear:
- Startup a power supply
- Hard-disk and RAID controllers
- iDRAC, CMC, LifeCycle controller
- Operating system
- Processor and memory
- Storage
- Networks
- Software
After selecting the type of problem, the customer will be contacted by a DELL technician.
In case of a hardware or software problem, contact Logmanager a.s. via email at the address help@logmanager.com.
Logmanager uses a representation based on the sum of the disk capacities as specified by the manufacturers, who use decimal prefixes (1 KB = 1000 B). Logmanager internally uses a system representation of binary prefixes (1 KiB = 1024 B).
Generally the total storage capacity is divided into several logical partitions, with one representing the system storage for Logmanager software, while another partition is used to store events/logs. The system storage uses about 21GB.
Logmanager will only start overwriting events/logs, when the storage is full. The overwriting is done from the newest to the oldest.