Support Escalation

Knowing When to Escalate

Not every issue requires vendor support. As a VergeOS administrator, you should be able to resolve most day-to-day operational issues using the diagnostic tools and troubleshooting patterns covered in this module. However, certain situations warrant direct engagement with the VergeOS support team.

When to Escalate

Engage VergeOS support when you encounter any of the following scenarios:

• Issues beyond admin-resolvable scope — Problems that cannot be diagnosed using the built-in diagnostics tools, Knowledge Base articles, or this training material
• Hardware failures requiring RMA guidance — Drive failures, node hardware issues, or component replacements that need vendor coordination
• vSAN integrity concerns — Tier status showing degraded or unhealthy states, repair operations that are not progressing, or data integrity warnings
• Cluster-level outages — Multiple nodes offline, split-brain scenarios, or fabric connectivity failures affecting the entire cluster
• Unexpected system behavior after updates — Regressions or issues that appeared following a VergeOS version upgrade
• Performance degradation without clear cause — After exhausting the diagnostic toolkit and common issue resolutions without identifying the root cause

When NOT to Escalate

Before contacting support, verify that the issue is not covered by:

1. This training module — Dashboard monitoring, alert configuration, log analysis, diagnostics toolkit, and common issues pages
2. VergeOS Knowledge Base — docs.verge.io/knowledge-base contains hundreds of articles on specific topics
3. Network or upstream issues — Confirm the problem is within VergeOS and not caused by external switches, firewalls, DNS, or ISP connectivity

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System Diagnostics Bundle

The System Diagnostics feature is the single most important tool for support engagements. It generates a comprehensive, point-in-time snapshot of your entire VergeOS environment — unfiltered logs, configuration data, network state, vSAN diagnostics, SMART reports, and performance metrics — packaged into a single compressed file.

Always Submit a Diagnostics Bundle

Every support request should include a fresh System Diagnostics bundle. This gives the support team immediate visibility into your environment without requiring remote access or back-and-forth information gathering.

What the Bundle Contains

The diagnostics file captures extensive information organized by host node:

Category	Contents
System Logs	Full current system log plus up to 3 archived logs from previous node power cycles
Tenant Node Logs	System logs from each tenant node
VergeOS Configuration	Network and vSAN specifications, version, and configuration settings
SMART Reports	S.M.A.R.T. diagnostic report from each physical drive
vNet Logs	Container logs for DMZ, core, external, maintenance, and tenant networks
Network Reports	Standard network utility outputs (ARP, routing, interface status)
vSAN Diagnostics	All vcmd command outputs (tier status, device list, cluster rates, etc.)
IPMI/BMC Data	Sensor readings, System Event Log, chassis status, FRU information
OS-Level Diagnostics	Standard Linux diagnostic command outputs
Performance Statistics	sysstat performance monitoring reports
Kernel Logs	Typically empty, but critical for system crashes or hardware failures

How to Generate a Diagnostics Bundle

1. Log in to the parent/root environment — Diagnostics must be generated at the parent level, not from within a tenant
2. Navigate to System → System Diagnostics
3. Click Build in the left navigation menu
4. Provide a Name and Description — Always enter an explanatory description before sending to support. If the name is left blank, the system auto-generates one in the format: [SYSTEMNAME]_diags_[YYYYMMDD]_[HHMMSS]
5. Check “Send diagnostic information to VergeOS support” if the system has internet connectivity — data is encrypted during transmission
6. Click Submit to begin generating the file

The status column shows progress: Building → Sending to Support → Sent to Support (or Complete if not sending automatically).

Air-Gapped Systems

For systems without internet access, download the completed diagnostics file after generation and coordinate with your support contact to deliver it via a secure file-sharing method.

Performance Considerations

Triggering System Diagnostics probes all nodes and hardware, which can temporarily affect system performance. Best practices:

• Run diagnostics during low-usage periods when possible
• Once triggered, a build cannot be cancelled — it will run to completion
• Avoid running diagnostics repeatedly in quick succession
• Use diagnostics as a baseline before significant system changes (installation, scale-out, updates) — generate a second bundle after the change for comparison

Sensitive Information

While System Diagnostics files never contain user data, they do include potentially sensitive items such as IP addressing, network details, tenant names, and VM names. Use care when downloading and transporting diagnostic files to ensure only authorized personnel have access.

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Contact Options

VergeOS provides multiple channels for reaching the support team:

Phone Support

+1 (855) 855-8300

Available Monday–Friday, 9 AM – 5 PM Eastern Time.

For urgent issues outside business hours, call the same number to reach the emergency support line.

Best for: critical outages, cluster-level issues, time-sensitive problems.

Email Support

support@verge.io

Send a detailed description of your issue along with the System Diagnostics bundle.

Best for: non-urgent issues, detailed technical questions, follow-up on existing cases.

Gmail Ticket

Open a pre-addressed support ticket directly from Gmail:

Open in Gmail

Best for: organizations using Google Workspace.

Office 365 Ticket

Open a pre-addressed support ticket from Outlook:

Open in Office 365

Best for: organizations using Microsoft 365.

The support team strives to respond to all inquiries within 24 business hours. Critical issues reported via phone receive immediate attention.

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Support Ticket Best Practices

The quality of your support ticket directly impacts how quickly the team can diagnose and resolve your issue. Follow these guidelines to minimize back-and-forth and accelerate resolution.

What to Include in Every Ticket

1. System Diagnostics bundle — Generate and submit a fresh bundle as close to the time of the issue as possible
2. Symptom description — What is happening? Be specific about error messages, affected VMs/networks/tenants, and the scope of impact
3. Timeline — When did the issue start? Was it sudden or gradual? Is it intermittent or constant?
4. Recent changes — Note any changes made before the issue appeared: VergeOS updates, network reconfiguration, new VMs deployed, hardware additions, firmware updates
5. Error messages and screenshots — Copy exact error text from the UI or logs; include screenshots of dashboard status, event logs, or diagnostic output
6. Steps already taken — Document what you have already tried so the support team does not duplicate your troubleshooting effort

Ticket Template

Subject: [Brief description of issue]

Environment:
- VergeOS Version: [e.g., 4.13.2]
- Cluster Size: [e.g., 4 nodes]
- Affected Component: [VM / Network / vSAN / Tenant / Node]

Issue Description:
[Detailed description of symptoms]

Timeline:
- First observed: [date/time]
- Frequency: [constant / intermittent / one-time]
- Last known good state: [date/time]

Recent Changes:
[List any changes made before the issue appeared]

Steps Taken:
[List diagnostic steps and their results]

Attachments:
- System Diagnostics bundle: [filename]
- Screenshots: [if applicable]

Severity Guidelines

Severity	Description	Expected Response
Critical	Production down, cluster outage, data at risk	Phone call + ticket, immediate response
High	Major functionality impaired, workaround exists	Ticket + follow-up call, same business day
Medium	Non-critical feature issue, limited impact	Ticket, within 24 business hours
Low	Question, enhancement request, cosmetic issue	Ticket, within 48 business hours

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SOPs for Escalation-Worthy Operations

Certain operations carry inherent risk and should follow Standard Operating Procedures (SOPs) that include proactive support engagement. For these operations, consider generating a System Diagnostics baseline before the change and having a support contact ready.

Installation

• New cluster deployment — Follow the official installation checklist (Module 3). If secondary nodes fail to join the cluster or vSAN does not initialize correctly, escalate immediately with diagnostics from both the controller and the failing node
• Boot or BIOS issues — Storage controllers must be in JBOD/HBA mode, not RAID. UEFI boot is required. If the installer does not detect drives, escalate before attempting workarounds

Scale-Out (Adding Nodes)

• Node join failures — If a new node cannot join the existing cluster, verify network fabric connectivity and core network configuration before escalating
• Post-join verification — After a successful join, verify vSAN rebalancing and tier health. Escalate if drives on the new node do not appear in the expected tier

System Updates

• Pre-update baseline — Generate a System Diagnostics bundle before applying any VergeOS update
• Post-update issues — If VMs, networks, or tenants behave unexpectedly after an update, generate a new diagnostics bundle and escalate with both the pre- and post-update files
• Rollback guidance — Contact support before attempting to roll back an update

vSAN Scale-Up

• Adding drives to existing tiers — Follow the documented procedure for adding physical drives. Escalate if the new drives do not appear in vcmd device list or if tier status shows unexpected states
• Tier health monitoring — After adding drives, monitor repair status and tier health. Escalate if repairs stall or tier status does not return to healthy within the expected timeframe

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Admin Responsibilities vs. Vendor Support

Understanding the support boundary helps set expectations for your team:

Responsibility	Admin	VergeOS Support
Day-to-day monitoring	✅
Alert configuration	✅
VM and network troubleshooting	✅	Escalation path
Log analysis and diagnostics	✅	Deep analysis
Hardware RMA coordination	Initial diagnosis	✅
vSAN integrity issues	Monitor & report	✅
Cluster-level outages	Triage	✅
System updates	Execute	Guidance & rollback
Architecture and sizing	Initial design	Validation

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VMware Bridge

VMware support operates through a tiered model (Basic, Production, Business Critical) with separate GSS portals and file-based log bundles. VergeOS simplifies this with a single support tier for all customers, integrated diagnostics that transmit directly to support with one click, and direct phone/email access — no portal logins or case routing required.

Nutanix Bridge

Nutanix uses the Nutanix Support Portal with Pulse (automated telemetry) and Log Collector for generating support bundles. VergeOS System Diagnostics serves a similar purpose — generating a comprehensive bundle — but with the added convenience of one-click transmission directly to the support team. VergeOS does not require always-on telemetry; diagnostics are generated on-demand when needed.

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Key Takeaways

• Always generate a System Diagnostics bundle before contacting support — it is the single most valuable artifact for troubleshooting
• Use the right channel — phone for critical/urgent issues, email/ticket for standard requests
• Document thoroughly — include symptoms, timeline, recent changes, and steps already taken
• Know your boundary — exhaust admin-level diagnostics before escalating to vendor support
• Plan ahead for risky operations — generate baseline diagnostics before installations, updates, and scale-out operations