LinkMesh support

Support for LinkMesh runs through one channel: the OpenSight Customer Portal. Filing there creates a tracked ticket with a reference, a two-way thread, and file attachments — not a message in someone’s personal inbox that can be missed.

Tip

Open a support ticket →

Sign in with your OpenSight account, choose LinkMesh as the product, and attach a support bundle.

This page covers LinkMesh only. Other OpenSight products have their own support terms.

Hours and first response

Support is staffed Monday to Friday, CET. There is no weekend cover and no 24/7 on-call.

The commitment below is a first-response time — how long until a human picks your ticket up and replies. It is not a resolution time. We do not publish a fix deadline, because a fix date without committed engineering capacity behind it is a promise broken in writing.

Severity	What it means	First response
S1	Production down, or data loss	Next business day
S2	A major function is broken with no workaround	2 business days
S3	Degraded behaviour, or a question with a workaround	3 business days
S4	Feature request, or a how-to question	Acknowledged within 5 business days

Business days are Monday to Friday, excluding Swiss public holidays. A ticket filed on Friday evening starts its clock on Monday morning.

Pick the severity that matches the impact on your system, not the urgency you feel. Marking everything S1 does not make anything faster — it just makes the queue harder to triage.

Note

First-response times are the commitment for Enterprise plans. Community tier is documentation-first: you are welcome to file a ticket, and it will be answered after tickets from Enterprise customers.

Before you file

Every question we have to ask back costs you a full response window. These four things let us start on the actual problem instead:

1. Attach a support bundle. Settings → Support → Generate & download bundle, then attach the ZIP to the ticket. It captures versions, redacted configuration, fleet state and recent logs in one file — see Generate a support bundle. For an agent-side problem, run linkmesh-agent support-bundle on the affected host and attach that instead.

2. State your LinkMesh server version — the exact version string, e.g. v1.328.0. It is in the bundle, but having it in the ticket text lets us triage before opening the ZIP.

3. State your deployment mode — self-hosted or SaaS. And if self-hosted, whether you run on Kubernetes, Docker, or a package install.

4. State the severity you are claiming — S1 to S4 from the table above, and one line on the impact.

Pasting this at the top of your ticket description covers all four:

LinkMesh version:  v1.328.0
Deployment mode:   self-hosted (Kubernetes)
Claimed severity:  S2 — collectors enroll but no logs reach the destination
Support bundle:    attached

Then describe what you expected to happen, what happened instead, and when it started.

Caution

Generate the bundle while the problem is happening, with logs included. A bundle taken after a restart has usually lost the logs that explain the failure.

What support covers

Included for every supported plan:

• Installing, upgrading and running the LinkMesh server
• Defects — behaviour that contradicts this documentation
• Collector enrollment and connectivity failures
• Questions about configuring sources, pipelines, routes and destinations
• Licensing, entitlements and billing questions
• Gaps or errors in this documentation

What is paid consulting

These are real work we are happy to do, but they are engagements rather than support tickets. Ask on your ticket and we will scope one:

• Designing a telemetry pipeline architecture for your estate
• Migrating from another observability vendor
• Bespoke integrations, processors or destinations built for you
• Synchronous work — screenshares, workshops, on-site time, training
• Named-contact or out-of-hours cover beyond the table above
• Operating your LinkMesh deployment for you

Security issues

Do not file a suspected vulnerability as a normal ticket. Email security@opensight.ch with the details and we will respond directly. Please give us a reasonable window to ship a fix before disclosing publicly.

Feedback and feature requests

Feature requests and product feedback go through the same portal — file them as S4. They are read and fed into the roadmap; you will get an acknowledgement, but not a delivery date.