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.
Hardware (HW) services from the HW manufacturer include:
- support length: 3 or 5 years (depending on HW model)
- replacement of defective HW next business day
Support from Logmanager a.s. for Logmanager systems include:
- support length: 1 year
- mode of support: 8x5 = business day from 9 am to 5 pm (Central European Time), 3 business days reaction time
- new version of the Logmanager software
- new version of the Logmanager parsers
- software bug fixes
- support is available through phone or email support with diagnostics via remote access. There is a maximum of 5 hours per year
- one virtual forwarder license is available for each delivered HW appliance Logmanager
The Software version is supported until a new version is published.
Logmanager a.s., reserves the right to solve complaint by providing a license to a newer version of the system.
The support web portal is located at https://support.logmanager.com/
To create a ticket in the support portal, click on “Submit a ticket” and follow the wizard. To better identify the device and the problem, we recommend filling in the optional fields or adding an attachment.
You can create an account on the portal and manage all your support requests in it. Creating an account will also make it easier to create tickets in the future.
If you would like to request support via email, send your request to help@logmanager.com, a ticket will be automatically created. You can respond from your email or through the web interface.
If you later decide to set up an account on the portal, use the email address you used to sent your support requests. The tickets will be automatically paired and you will be able to review manage them from there.
If you want to share data, screenshots, diagnostic information, or logs with us as part of support, you can attach them to an email as an attachment or upload them using the support portal. The attachment limit is only 20 MB, both when using email and the portal.
If you have a larger file to share, upload it here please: https://cloud.logmanager.cz/s/K6d4qGFYB3bj3Z3, or use your own sharing resources.
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.
A list of contacts for service centers for individual countries is here:
HPE customer services for the Czech Republic:
- 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, it applies automatically.
Extended service of ProSupport Plus is also included in the price of the product. To activate it, 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 the 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 is here:
DELL customer services for the Czech Republic (Czech or Slovak): 225 772 969 or 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 (= serial number, has 7 characters), the system will find it and generate an Express Service Code. The type of warranty (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.
If you have a hardware or software problem, contact the Logmanager manufacturer (Logmanager a.s., working days 9 - 17).
- Phone: +420 257 211 849
- Email: 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 called 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 partition uses about 21GB.
Logmanager will start overwriting logs/events from oldest to newest when the storage is full. The overwriting only occurs when the storage is full and only “from behind”.
If you have any other questions or any complaints, please contact us at help@logmanager.com.