Support

Get help with OSO Kafka Backup through community resources or enterprise support.

Community Support

GitHub Issues

Report bugs and request features:

Repository: https://github.com/osodevops/kafka-backup
Issues: https://github.com/osodevops/kafka-backup/issues

Before opening an issue:

Search existing issues for similar problems
Check the documentation for solutions
Gather relevant information (see below)

What to include:

## Environment
- OSO Kafka Backup version: X.Y.Z
- Kafka version: X.Y.Z
- Storage backend: S3 / Azure / GCS / Local
- OS: Linux / macOS / Windows
- Deployment: CLI / Docker / Kubernetes

## Problem Description
What you expected vs. what happened

## Steps to Reproduce
1. Step one
2. Step two
3. ...

## Configuration (redact sensitive data)
```yaml
mode: backup
source:
  bootstrap_servers:
    - kafka:9092
# ...

Logs

[Relevant debug logs]

Additional Context

Any other relevant information

### GitHub Discussions

For questions, ideas, and community help:

- **Discussions**: https://github.com/osodevops/kafka-backup/discussions

Categories:
- **Q&A**: Ask questions
- **Ideas**: Feature suggestions
- **Show and Tell**: Share your use cases
- **General**: General discussion

### Community Slack

Join the community Slack for real-time help:

- **Invite link**: https://oso.sh/slack
- **Channel**: #kafka-backup

## Enterprise Support

### Support Tiers

| Tier | Response Time | Availability | Channels |
|------|---------------|--------------|----------|
| **Standard** | 8 business hours | Business hours (M-F) | Email, Portal |
| **Premium** | 4 business hours | Business hours (M-F) | Email, Portal, Slack |
| **Mission Critical** | 1 hour | 24/7/365 | All + Phone |

### Contacting Enterprise Support

**Support Portal**: https://support.oso.sh

**Email**: support@oso.sh

**Phone** (Mission Critical only): Available in contract documentation

### What's Included

**Standard Support:**
- Bug fixes and patches
- Configuration assistance
- Documentation clarification
- Upgrade guidance

**Premium Support:**
- All Standard features
- Architecture review
- Performance tuning assistance
- Dedicated Slack channel

**Mission Critical Support:**
- All Premium features
- 24/7 emergency response
- Dedicated support engineer
- On-call availability

### Creating a Support Ticket

1. Log in to https://support.oso.sh
2. Click "New Ticket"
3. Fill in the details:
   - **Subject**: Brief description
   - **Priority**: Critical / High / Normal / Low
   - **Category**: Bug / Question / Feature Request
   - **Description**: Detailed information
   - **Attachments**: Logs, configs (redacted)

### Priority Definitions

| Priority | Definition | Example |
|----------|------------|---------|
| **Critical** | Production down, no workaround | Backup failing, data at risk |
| **High** | Significant impact, workaround exists | Performance degraded |
| **Normal** | Moderate impact | Non-critical feature issue |
| **Low** | Minimal impact | Documentation question |

## Self-Service Resources

### Documentation

- **This site**: Comprehensive documentation
- **CLI Help**: `kafka-backup --help`
- **Command Help**: `kafka-backup backup --help`

### Troubleshooting Guides

- [Common Errors](./common-errors)
- [Performance Issues](./performance-issues)
- [Offset Discontinuity](./offset-discontinuity)
- [Debug Mode](./debug-mode)

### Version Information

```bash
# Check version
kafka-backup --version

# Detailed version info
kafka-backup version --verbose

# Output:
# OSO Kafka Backup v1.0.0
# Built: 2024-12-01
# Rust: 1.74.0
# librdkafka: 2.3.0
# Features: compression,encryption,audit

Health Check

# Check system requirements
kafka-backup doctor

# Output:
# ✓ Storage backend reachable
# ✓ Kafka cluster reachable
# ✓ Sufficient disk space
# ✓ Required permissions
# ✓ Configuration valid

Gathering Diagnostic Information

System Information

# Version
kafka-backup --version

# Environment
uname -a
cat /etc/os-release  # Linux
sw_vers              # macOS

# Resources
free -h              # Memory
df -h                # Disk
nproc                # CPUs

Configuration

# Export config (redact passwords!)
kafka-backup config show --config backup.yaml --redact

Logs

# Enable debug logging
export RUST_LOG=debug
kafka-backup backup --config backup.yaml 2> debug.log

# Compress for upload
gzip debug.log

Network Diagnostics

# Test Kafka connectivity
kafka-broker-api-versions --bootstrap-server kafka:9092

# Test storage connectivity
aws s3 ls s3://my-bucket/  # S3
az storage blob list --container-name my-container  # Azure
gsutil ls gs://my-bucket/  # GCS

Metrics

# Prometheus metrics
curl http://localhost:9090/metrics > metrics.txt

Frequently Asked Questions

General

Q: Is there a size limit for backups? A: No inherent limit. Limited only by storage capacity.

Q: Can I backup to multiple storage backends? A: Not simultaneously. Run separate backups for different backends.

Q: Is the data encrypted at rest? A: Depends on storage backend configuration. S3 SSE, Azure encryption, etc.

Performance

Q: Why is my backup slow? A: See Performance Issues. Common causes: network, compression, storage.

Q: How can I speed up restore? A: Use parallel restores, reduce compression level during backup, use faster storage tier.

Offsets

Q: How do I handle consumer offset reset? A: Use three-phase restore or header-based offset reset. See Offset Management.

Q: Can I restore to a different number of partitions? A: Yes, with scan_all_partitions: true for offset reset.

Enterprise

Q: How do I get an enterprise trial? A: Visit https://oso.sh/kafka-backup/trial or run kafka-backup license request.

Q: What features require enterprise? A: Encryption, masking, RBAC, audit logging, Schema Registry sync, plugins.

Release Notes

Stay updated with new releases:

Releases: https://github.com/osodevops/kafka-backup/releases
Changelog: https://github.com/osodevops/kafka-backup/blob/main/CHANGELOG.md

Security

Reporting Security Issues

Do not report security vulnerabilities through public GitHub issues.

Email: security@oso.sh

Include:

Description of the vulnerability
Steps to reproduce
Potential impact
Suggested fix (if any)

We will respond within 48 hours and keep you updated on the fix timeline.

Security Advisories

Published at: https://github.com/osodevops/kafka-backup/security/advisories

Contributing

We welcome contributions!

Contributing Guide: https://github.com/osodevops/kafka-backup/blob/main/CONTRIBUTING.md
Code of Conduct: https://github.com/osodevops/kafka-backup/blob/main/CODE_OF_CONDUCT.md

Ways to contribute:

Report bugs
Suggest features
Improve documentation
Submit pull requests

Contact Information

Purpose	Contact
General questions	support@oso.sh
Sales inquiries	sales@oso.sh
Security issues	security@oso.sh
Partnerships	partners@oso.sh

Useful Links

Website: https://oso.sh/kafka-backup
Documentation: https://docs.oso.sh/kafka-backup
GitHub: https://github.com/osodevops/kafka-backup
Slack: https://oso.sh/slack
Twitter: https://twitter.com/osodevops

Next Steps

Common Errors - Error reference
Debug Mode - Enable debugging
Getting Started - Quick start guide

Community Support​

GitHub Issues​

Logs​

Additional Context​

Health Check​

Gathering Diagnostic Information​

System Information​

Configuration​

Logs​

Network Diagnostics​

Metrics​

Frequently Asked Questions​

General​

Performance​

Offsets​

Enterprise​

Release Notes​

Security​

Reporting Security Issues​

Security Advisories​

Contributing​

Contact Information​

Useful Links​

Next Steps​

Community Support

GitHub Issues

Logs

Additional Context

Health Check

Gathering Diagnostic Information

System Information

Configuration

Logs

Network Diagnostics

Metrics

Frequently Asked Questions

General

Performance

Offsets

Enterprise

Release Notes

Security

Reporting Security Issues

Security Advisories

Contributing

Contact Information

Useful Links

Next Steps