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Support Guide

This document outlines available support options for GlinrDock users.

Community Support

GitHub Issues

For bug reports, feature requests, and general questions: URL: https://github.com/GLINCKER/glinrdock-release/issues

When to use GitHub Issues: - Bugs or unexpected behavior - Feature requests and enhancements - Installation or configuration problems - Documentation improvements - General questions about usage

Issue Guidelines: - Search existing issues before creating new ones - Use descriptive titles and detailed descriptions - Include system information and error logs - Follow the issue templates provided

Documentation

Comprehensive documentation is available in this repository: URL: https://github.com/GLINCKER/glinrdock-release/tree/main/docs

Available guides: - Installation Guide - Complete installation instructions - Configuration Guide - All configuration options - Troubleshooting Guide - Common issues and solutions - FAQ - Frequently asked questions - Security Guide - Security best practices

Self-Help Resources

Before seeking support, try these resources:

  1. Quick diagnostic steps: 

    # Check service status
sudo systemctl status glinrdock

# View recent logs
sudo journalctl -u glinrdock.service --since "1 hour ago"

# Test basic connectivity
curl http://localhost:8080/health

  2. Common solutions:

  3. Restart the service: sudo systemctl restart glinrdock
  4. Check configuration: sudo cat /etc/glinrdock/glinrdock.conf
  5. Verify permissions: ls -la /var/lib/glinrdock/

Response Times

Community Support

GitHub Issues: - Response time: Best effort, typically 1-3 business days - Resolution time: Varies by complexity and priority - Support hours: Community-driven, no guaranteed hours

Documentation: - Available 24/7 online - Updated with each release - Community contributions welcome

Security Support

Vulnerability Reporting

For security vulnerabilities, DO NOT use public GitHub issues.

Contact: security@glinr.dev Response time: Within 24 hours Resolution time: Based on severity level

See Security Policy for detailed reporting procedures.

Enterprise Support

Commercial Support Options

For organizations requiring dedicated support, contact us at: Email: support@glincker.com

Enterprise support includes: - Dedicated support engineer - Guaranteed response times - Priority issue resolution - Custom feature development - Training and consulting services - Support for custom deployments

Support Tiers

Professional Support

  • Email support during business hours
  • Response time: 4 business hours
  • Support for production issues
  • Access to knowledge base

Enterprise Support

  • 24/7 phone and email support
  • Response time: 1 hour for critical issues
  • Dedicated technical account manager
  • Custom integration assistance
  • On-site training available

Premium Support

  • All Enterprise features
  • Response time: 30 minutes for critical issues
  • Direct access to development team
  • Priority feature requests
  • Custom development services

Before Contacting Support

Gather Information

When requesting support, please provide:

  1. System Information: 

    # Operating system
cat /etc/os-release
uname -a

# GlinrDock version
glinrdockd --version

# Docker version
docker --version

  2. Configuration (remove sensitive data): 

    # Sanitized configuration
sudo grep -v "TOKEN\|SECRET" /etc/glinrdock/glinrdock.conf

  3. Recent logs: 

    # Service logs
sudo journalctl -u glinrdock.service --since "2 hours ago" --no-pager

# Or file logs if configured
sudo tail -n 100 /var/lib/glinrdock/logs/glinrdock.log

  4. Error details:

  5. Exact error messages
  6. Steps to reproduce the issue
  7. When the problem started
  8. Recent changes to configuration or system

Try Basic Troubleshooting

Before contacting support:

  1. Check service status: 

    sudo systemctl status glinrdock

  2. Review logs for obvious errors: 

    sudo journalctl -u glinrdock.service -p err

  3. Test basic connectivity: 

    curl -v http://localhost:8080/health

  4. Verify configuration: 

    # Check for syntax errors in config
sudo cat /etc/glinrdock/glinrdock.conf

  5. Check system resources: 

    free -h  # Memory usage
df -h    # Disk space

Community Guidelines

GitHub Issues

Do: - Use descriptive titles - Provide complete information - Follow issue templates - Be respectful and patient - Search before posting - Update issues with additional information

Don't: - Post security vulnerabilities publicly - Duplicate existing issues - Use inappropriate language - Demand immediate responses - Share sensitive information (tokens, passwords)

Communication Etiquette

  • Be respectful to maintainers and other users
  • Provide clear, detailed descriptions
  • Respond to requests for additional information
  • Close issues when resolved
  • Thank contributors for their help

Contributing to Support

Helping Other Users

You can help improve community support by:

  1. Answering questions on GitHub issues
  2. Contributing to documentation improvements
  3. Sharing solutions to problems you've solved
  4. Testing and reporting bugs or issues
  5. Creating tutorials or guides

Documentation Contributions

To improve documentation:

  1. Fork the repository
  2. Make improvements to documentation files
  3. Submit a pull request with your changes
  4. Respond to review feedback

Common areas needing improvement: - Installation instructions for specific platforms - Configuration examples - Troubleshooting solutions - FAQ additions - Tutorial content

Support Channels Summary

Support Type Contact Method Response Time Best For
Community GitHub Issues 1-3 business days General questions, bugs, features
Documentation Self-service Immediate Setup, configuration, troubleshooting
Security security@glinr.dev 24 hours Security vulnerabilities
Enterprise support@glincker.com Varies by tier Commercial support, custom needs

Escalation Process

Community Issues

  1. GitHub Issue - Start here for most problems
  2. Check Documentation - Review relevant guides
  3. Follow Up - Provide additional information if requested
  4. Resolution - Issue resolved or solution provided

Security Issues

  1. Email security@glinr.dev - Do not use public channels
  2. Initial Response - Within 24 hours
  3. Assessment - Severity and impact evaluation
  4. Resolution - Fix developed and deployed
  5. Disclosure - Public disclosure after fix

Enterprise Issues

  1. Contact Enterprise Support - Use provided contact method
  2. Ticket Creation - Issue tracked in support system
  3. Engineer Assignment - Dedicated engineer assigned
  4. Regular Updates - Progress updates provided
  5. Resolution - Issue resolved with documentation

Support Quality

Our Commitments

Community Support: - Best effort response to GitHub issues - Regular documentation updates - Transparent communication - Open development process

Enterprise Support: - Guaranteed response times - Escalation procedures - Regular account reviews - Custom solution development

Your Responsibilities

All Users: - Provide complete information - Follow security guidelines - Be respectful in communications - Update issues with progress

Enterprise Customers: - Maintain current contact information - Follow agreed escalation procedures - Participate in regular reviews - Provide feedback on support quality

Feedback

Support Experience Feedback

We value feedback on support quality:

For Community Support: - Comment on GitHub issues - Suggest documentation improvements - Report gaps in available information

For Enterprise Support: - Participate in quarterly reviews - Provide feedback through account manager - Suggest process improvements

Product Feedback

Help us improve GlinrDock:

  1. Feature requests via GitHub issues
  2. Usability feedback through issues or discussions
  3. Bug reports with detailed reproduction steps
  4. Performance feedback for optimization opportunities

Additional Resources

External Resources

  • Docker Documentation: https://docs.docker.com/
  • systemd Documentation: https://systemd.io/
  • Linux Administration: Distribution-specific documentation

Training Resources

Self-Paced Learning: - GlinrDock documentation and tutorials - Docker fundamentals training - Linux system administration courses

Instructor-Led Training: - Available for enterprise customers - Custom training for specific use cases - On-site or virtual delivery options

Professional Services

Available Services: - Custom integration development - Performance optimization consulting - Security assessment and hardening - Migration planning and execution - Architecture design review

Contact: support@glincker.com for professional services inquiries.

Need immediate help? Start with our Troubleshooting Guide or FAQ, then create a GitHub issue if your problem isn't covered.