Get support

Google's primary support objective is to resolve production incidents as quickly as possible. We do this by understanding your configuration, analyzing logs and metrics, and collaborating with partners to solve incidents quickly.

Google Cloud offers a variety of support packages to accommodate your support needs. All Google Cloud Support packages include support for GKE Enterprise and Google Distributed Cloud. If you have an existing Google Cloud Support package, then you already have support for GKE Enterprise and Google Distributed Cloud.

For more information, see the Cloud Customer Care documentation.

Requirements for Google Distributed Cloud support

To troubleshoot business-critical incidents effectively:

• Check that your environment is current and within the published end-of-support timeframes. See the Version Support Policy section for more information.
• Enable Cloud Logging and Cloud Monitoring for system components. For details, see the following Support tools section.

Support tools

To troubleshoot an Google Distributed Cloud incident, Google Cloud Support relies on three pieces of information:

• Your environment configuration
• Logs from your clusters
• Metrics from your clusters

Your environment configuration

When you open a support case, running the following commands provides key information about your cluster setup:

• For all your cluster types, run bmctl check cluster --snapshot command to capture information about Kubernetes and your nodes. Attach the resulting tarball to the support case.

• For admin, hybrid, and standalone clusters, run the bmctl check cluster command to check the health status of the cluster and nodes. Attach the resulting logs to the support case. They should exist under the bmctl-workspace/[CLUSTER_NAME]/log/check-cluster-[TIMESTAMP] directory.

• For user clusters, first create a health check YAML file with the cluster name and namespace, and then apply the file in the appropriate admin cluster:

  1. Create a YAML file with the following healthcheck properties. Here is sample content for a cluster named user1 in the cluster-user1 namespace:

     apiVersion: baremetal.cluster.gke.io/v1
     kind: HealthCheck
     metadata:
       generateName: healthcheck-
       namespace: cluster-user1
     spec:
       clusterName: user1
     

  2. After you create the YAML file, apply the custom resource in the admin cluster that is managing the user cluster with the kubectl command. Here is a sample command using the YAML file created in the previous step. In the sample, the ADMIN_KUBECONFIG variable specifies the path to the admin cluster's kubeconfig file:

     kubectl --kubeconfig ADMIN_KUBECONFIG create -f healthcheck-user1.yaml

     The command returns the following response:

     healthcheck.baremetal.cluster.gke.io/healthcheck-7c4qf created
     

  3. Wait until the health check job is completed by testing to see if the health check job has finished reconciling. In the previous example case, the health check job name is healthcheck.baremetal.cluster.gke.io/healthcheck-7c4qf. Here is a sample test with the kubectl command that waits 30 minutes for the health check job to complete:

     kubectl --kubeconfig ADMIN_KUBECONFIG wait healthcheck healthcheck-7c4qf \
         -n cluster-user1 --for=condition=Reconciling=False --timeout=30m

     When completed, this command returns:

     healthcheck.baremetal.cluster.gke.io/healthcheck-7c4qf condition met
     

     You can see the health check job results with the following command:

     kubectl --kubeconfig ADMIN_KUBECONFIG get healthcheck healthcheck-7c4qf \
         -n cluster-user1

     The command returns the following result:

     NAME                PASS   AGE
     healthcheck-7c4qf   true   17m
     

  4. Gather all the health check job pods's logs into a local file with the kubectl command. Here's an example using the previous sample health check job:

     kubectl --kubeconfig ADMIN_KUBECONFIG logs -n cluster-user1 \
         -l baremetal.cluster.gke.io/check-name=healthcheck-7c4qf --tail=-1 > \
         healthcheck-7c4qf.log

Cluster logs

When you create a new Google Distributed Cloud cluster, Cloud Logging agents are enabled by default and scoped only to system-level components. This replicates system-level logs into the Google Cloud project associated with the cluster. System-level logs are from Kubernetes pods in the following namespaces:

• kube-system
• gke-system
• gke-connect
• istio-system
• config-management-system
• gatekeeper-system
• cnrm-system
• knative-serving

Logs can be queried from the Cloud Logging console.

For more details, see Logging and Monitoring.

Cluster metrics

In addition to logs, metrics are also captured by the Cloud Monitoring agent. This replicates system-level metrics into the Google Cloud project associated with the cluster. System-level metrics are from Kubernetes pods running in the same namespaces listed in Logs.

For more details, see Logging and Monitoring.

How we troubleshoot your environment

Here is an example of a typical support incident:

1. Someone—-for example, the cluster administrator—-opens a support case via Google Cloud console or the Google Cloud Support Center, and selects GKE Enterprise and Google Distributed Cloud as Category and Component, respectively. They enter the information required and attach the output of relevant bmctl commands to the case.
2. The support case is routed to a Technical Support Engineer specializing in Google Distributed Cloud.
3. The support engineer examines the contents of the snapshot to gain context of the environment.
4. The support engineer examines the logs and metrics in the Google Cloud project, entering the support case ID as the business justification, which is logged internally.
5. The support engineer responds to the case with an assessment and recommendation. The support engineer and the user continue troubleshooting until they come to a resolution.

What does Google support?

Generally, the Cloud Support team supports all software components shipped as part of Google Distributed Cloud as well as Anthos Service Mesh and Anthos Config Management. The table below details this further:

Google Cloud supported	Not supported
Kubernetes and the container runtime	Customer choice of load balancer (manual load balancing)
Connect and the Connect Agent	Customer code (see Developer Support below)
Google Cloud operations, Monitoring, Logging, and agents	Customer choice of operating system
Bundled load balancer	Physical or virtual server, storage, and network
Ingress controller	External DNS, DHCP, and identity systems
GKE Identity Service
Cloud Service Mesh
Config Management

Version Support Policy

Support for Google Distributed Cloud follows the Anthos Version Support Policy. Google supports the current version and the previous two (n-2) minor versions of Google Distributed Cloud.

The following table shows the supported and unsupported versions of this product.

Minor version	Release date	Earliest end of life date	Available patches	Kubernetes version
1.28 (latest)	December 15, 2023	December 15, 2024	1.28.400-gke.77	v1.28.7-gke.1700
			1.28.300-gke.131	v1.28.7-gke.1700
			1.28.200-gke.118	v1.28.5-gke.1200
			1.28.100-gke.146	v1.28.5-gke.1200
			1.28.0-gke.435	v1.28.3-gke.700
1.16	August 25, 2023	August 25, 2024	1.16.8	v1.27.12-gke.800
			1.16.7	v1.27.10-gke.500
			1.16.6	v1.27.9-gke.1200
			1.16.5	v1.27.8-gke.1500
			1.16.4	v1.27.7-gke.1400
			1.16.3	v1.27.6-gke.2500
			1.16.2	v1.27.4-gke.1600
			1.16.1	v1.27.4-gke.1600
			1.16.0	v1.27.4-gke.1600
1.15	April 27, 2023	April 27, 2024	1.15.11	v1.26.13-gke.1100
			1.15.10	v1.26.13-gke.400
			1.15.9	v1.26.12-gke.1200
			1.15.8	v1.26.10-gke.1400
			1.15.7	v1.26.9-gke.2400
			1.15.6	v1.26.8-gke.200
			1.15.5	v1.26.8-gke.200
			1.15.4	v1.26.5-gke.2100
			1.15.3	v1.26.5-gke.2100
			1.15.2	v1.26.5-gke.1200
			1.15.1	v1.26.2-gke.1001
			1.15.0	v1.26.2-gke.1001
1.14 (unsupported)	December 8, 2022	December 8, 2023	1.14.11	v1.25.14-gke.2400
			1.14.10	v1.25.14-gke.2400
			1.14.9	v1.25.13-gke.200
			1.14.8	v1.25.10-gke.2100
			1.14.7	v1.25.10-gke.2100
			1.14.6	v1.25.10-gke.1200
			1.14.5	v1.25.7-gke.1000
			1.14.4	v1.25.7-gke.1000
			1.14.3	v1.25.6-gke.1000
			1.14.2	v1.25.5-gke.1001
			1.14.1	v1.25.5-gke.1001
			1.14.0	v1.25.3-gke.1400
1.13 (unsupported)	September 29, 2022	August 17, 2023	1.13.10	v1.24.14-gke.2100
			1.13.9	v1.24.14-gke.1200
			1.13.8	v1.24.11-gke.1000
			1.13.7	v1.24.11-gke.1000
			1.13.6	v1.24.9-gke.2500
			1.13.5	v1.24.9-gke.2500
			1.13.4	v1.24.9-gke.2500
			1.13.3	v1.24.7-gke.1700
			1.13.2	v1.24.7-gke.300
			1.13.1	v1.24.5-gke.400
			1.13.0	v1.24.2-gke.1900
1.12 (unsupported)	June 29, 2022	March 29, 2023	1.12.9	v1.23.17-gke.300
			1.12.8	v1.23.16-gke.100
			1.12.7	v1.23.15-gke.2400
			1.12.6	v1.23.13-gke.1700
			1.12.5	v1.23.13-gke.1700
			1.12.4	v1.23.11-gke.500
			1.12.3	v1.23.10-gke.1000
			1.12.2	v1.23.5-gke.1505
			1.12.1	v1.23.5-gke.1505
			1.12.0	v1.23.5-gke.1504
1.11 (unsupported)	March 21, 2022	December 21, 2022	1.11.8	v1.22.15-gke.3300
			1.11.7	v1.22.14-gke.500
			1.11.6	v1.22.8-gke.204
			1.11.5	v1.22.8-gke.204
			1.11.4	v1.22.8-gke.204
			1.11.3	v1.22.8-gke.203
			1.11.2	v1.22.8-gke.200
			1.11.1	v1.22.8-gke.200
			1.11.0	v1.22.8-gke.200
1.10 (unsupported)	December 10, 2021	September 10, 2022	1.10.8	v1.21.13-gke.202
			1.10.7	v1.21.13-gke.202
			1.10.6	v1.21.13-gke.201
			1.10.5	v1.21.6-gke.1503
			1.10.4	v1.21.6-gke.1503
			1.10.3	v1.21.5-gke.1300
			1.10.2	v1.21.5-gke.1300
			1.10.1	v1.21.5-gke.1200
			1.10.0	v1.21.5-gke.1200
1.9 (unsupported)	September 23, 2021	June 23, 2022	1.9.8	v1.21.13-gke.200
			1.9.7	v1.21.6-gke.1503
			1.9.6	v1.21.5-gke.1300
			1.9.5	v1.21.5-gke.1300
			1.9.4	v1.21.5-gke.1200
			1.9.3	v1.21.5-gke.1200
			1.9.2	v1.21.4-gke.201
			1.9.1	v1.21.4-gke.201
			1.9.0	v1.21.4-gke.200
1.8 (unsupported)	June 21, 2021	March 21, 2022	1.8.9	v1.20.9-gke.102
			1.8.8	v1.20.9-gke.102
			1.8.7	v1.20.9-gke.102
			1.8.6	v1.20.9-gke.102
			1.8.5	v1.20.9-gke.102
			1.8.4	v1.20.9-gke.101
			1.8.3	v1.20.9-gke.101
			1.8.2	v1.20.8-gke.1500
			1.8.1	v1.20.5-gke.1301
			1.8.0	v1.20.5-gke.1301
1.7 (unsupported)	March 25, 2021	December 25, 2021	1.7.7	v1.19.14-gke.2201
			1.7.6	v1.19.14-gke.2201
			1.7.5	v1.19.14-gke.2201
			1.7.4	v1.19.14-gke.400
			1.7.3	v1.19.13-gke.100
			1.7.2	v1.19.10-gke.1602
			1.7.1	v1.19.7-gke.1200
			1.7.0	v1.19.7-gke.1200
1.6 (unsupported)	November 30, 2020	August 30, 2021	1.6.4	v1.18.20-gke.3000
			1.6.3	v1.18.18-gke.100
			1.6.2	v1.18.6-gke.6600
			1.6.1	v1.18.6-gke.6600
			1.6.0	v1.18.6-gke.6600

To get added features and performance, upgrade to Anthos clusters on bare metal release 1.9. For information about how to upgrade, see Upgrading Anthos on bare metal.

Supported features

This document lists the availability of features and capabilities for Google Distributed Cloud for supported releases. The table is not intended to be an exhaustive list, but it highlights some of the benefits of upgrading your clusters to the latest supported version.

Features listed as Preview are covered by the Pre-GA Offerings Terms of the Google Cloud Terms of Service. Pre-GA products and features might have limited support, and changes to pre-GA products and features might not be compatible with other pre-GA versions. For more information, see the launch stage descriptions. Preview offerings are intended for use in test environments only.

Features listed as General Availability (GA) are fully supported, open to all customers, and ready for production use.

Shared Responsibility Model

Running a business-critical production application on Google Distributed Cloud requires multiple parties to carry different responsponsibilities. While not an exhaustive list, the sections below list the roles and responsibilities.

Google responsibilities

• Maintenance and distribution of the Google Distributed Cloud software package.
• Notifying users of available upgrades for Google Distributed Cloud, and producing upgrade scripts for the previous version; Google Distributed Cloud supports sequential upgrades only (example: 1.2 → 1.3 → 1.4 and not 1.2 → 1.4).
• Operating the Connect and Cloud Operations services.
• Troubleshooting, providing workarounds, and correcting the root cause of any issues related to Google-provided components

User responsibilities

• Overall system administration for on-premises clusters.
• Maintaining any application workload deployed on the cluster.
• Running, maintaining, and patching the data center infrastructure, including networking, servers, operating system, storage, and connectivity to Google Cloud.
• Running, maintaining, and patching network load balancers if manual load balancer option is chosen.
• Upgrading Google Distributed Cloud versions regularly.
• Monitoring of the cluster and applications, and responding to any incidents.
• Ensuring Cloud Operations agents are deployed to clusters.
• Providing Google with environmental details for troubleshooting purposes.

Developer Support

Google does not provide support for application workloads running on Google Distributed Cloud. However, we do provide best-effort developer support to ensure your developers can easily run applications on Google Distributed Cloud. We believe that engaging earlier during development can prevent critical incidents later in the deployment.

This Developer Support is available to customers with a paid support package and is treated as a P3 priority for an issue blocking a launch, or a P4 priority for general consultation.