What is a support package and how to create it?

Goal

Understanding what a Redis Enterprise support package is, how to create it and what is it useful for.

Solution

A support package contains all the essential information to help troubleshoot reported issues within a cluster or to perform health checks. It contains three types of information bundled together (thus a “package”) in a tar.gz file:

• logs
• configuration files
• cluster statistics

We look at the overall health of your clusters. We aim to find areas for improvement, fix problems before they arise, and guide you on best practices. Your account success is our account success, and your business is our business. Here is what the Redis team checks from a support package:

• Shards and endpoint balance
• Node hardware configuration
• Slowlog entries
• Average key size
• Shards usage balance
• Optimal cluster topology
• Geo-distributed databases status and configuration
• Software version end-of-life
• Key performance metrics, including latency and consumed memory

There are two ways to obtain a support package. You can do this through the Redis Enterprise GUI or the Redis command-line interface. Both accomplish precisely what you need; it’s only a matter of preference. If you have difficulty obtaining your support package, please create a support ticket to contact our phenomenal support team.

The easiest way to obtain the support package is using the Redis Enterprise GUI, as all the logs are compiled with a button click. If you prefer to use your terminal or PowerShell, you can generate a support package by Redis command-line interface. When you create a support ticket, our support team may suggest making a support package using this method.

References

Instructions to create a support package