Support
This page describes how to get help with Opsta AI Gateway, how to collect a diagnostics bundle for support cases, and how to report security vulnerabilities.
Who this is for
Platform engineers, IT operations, and procurement teams who need to understand the support model before deploying in production.
Contact
| Channel | Address | For |
|---|---|---|
| Support email | support@opsta.co.th | All support requests (bugs, questions, upgrade guidance) |
| Security disclosure | security@opsta.co.th | Vulnerability reports (private, encrypted if needed) |
| Security announcements | security-announce@opsta.co.th | Subscribe for patch and EOL notices (low volume) |
Support tiers
| Tier | Included with | Response SLA | Coverage |
|---|---|---|---|
| Community | Open-source / self-managed | Best-effort | GitHub Discussions + Issues; community forums |
| Standard | Opsta Enterprise License | 2 business days | Email support; bug fixes; upgrade guidance |
| Priority | Opsta Enterprise Plus License | 8 business hours | Same as Standard + escalation path; patch SLA commits |
Contact sales@opsta.co.th to enquire about Enterprise licensing.
Security SLAs are separate from support tiers
Security vulnerability response (patch SLA) is defined in Software lifecycle & support and applies across all supported versions, independent of support tier.
What to include in a support request
The faster you provide the following, the faster we can help:
- Product version —
helm list -n opsta-ai-gateway | grep opsta - Kubernetes version —
kubectl version --short - Topology — Standalone or HA; which Kubernetes distribution (k3s, RKE2, EKS, etc.)
- What you did — the exact steps or commands that preceded the issue
- What happened — the error message, status code, or unexpected behaviour
- What you expected — the expected outcome
- Diagnostics bundle — see below
Collecting a diagnostics bundle
A diagnostics bundle captures pod logs, events, and basic cluster state — everything needed to reproduce most issues. Run the following to collect it:
# Adjust namespace if you changed the defaults
NAMESPACES="opsta-ai-gateway higress-system opsta-observability opsta-keycloak"
BUNDLE_DIR="opsta-diag-$(date +%Y%m%d-%H%M%S)"
mkdir -p "$BUNDLE_DIR"
for NS in $NAMESPACES; do
kubectl -n "$NS" get pods -o wide > "$BUNDLE_DIR/$NS-pods.txt" 2>&1
kubectl -n "$NS" get events --sort-by=.metadata.creationTimestamp \
> "$BUNDLE_DIR/$NS-events.txt" 2>&1
for POD in $(kubectl -n "$NS" get pods -o name 2>/dev/null); do
NAME=${POD#pod/}
kubectl -n "$NS" logs "$NAME" --all-containers --timestamps \
> "$BUNDLE_DIR/$NS-$NAME.log" 2>&1 || true
kubectl -n "$NS" logs "$NAME" --all-containers --timestamps --previous \
> "$BUNDLE_DIR/$NS-$NAME-prev.log" 2>&1 || true
done
done
kubectl get nodes -o wide > "$BUNDLE_DIR/nodes.txt"
kubectl version >> "$BUNDLE_DIR/nodes.txt"
helm list -A > "$BUNDLE_DIR/helm-releases.txt"
tar czf "$BUNDLE_DIR.tar.gz" "$BUNDLE_DIR"
echo "Bundle: $BUNDLE_DIR.tar.gz"Attach the .tar.gz to your support email. Review it for secrets before sending — the script collects logs only, not Secrets objects, but application logs may occasionally include configuration values. Redact anything sensitive before sending.
Upgrade support
If you are running an unsupported version (see Software lifecycle & support), the first step in any support request is to upgrade to a supported minor. Opsta cannot reproduce issues against versions that are no longer in the support window.
For upgrade guidance, contact support@opsta.co.th with your current and target version — we will confirm whether any sequential steps are needed between them.
Related pages
- Software lifecycle & support — patch SLA, version support windows, EOL policy
- Upgrades — upgrade procedure and rollback (including forward-only migration caveat)
- Troubleshooting — common failure modes and self-service fixes
- Backup & DR — backup before upgrading; restore procedure