LinkMesh support

Support for LinkMesh runs through one channel: the OpenSight Customer Portal. Filing there creates a tracked ticket with a reference, a two-way thread, and file attachments — not a message in someone’s personal inbox that can be missed.

This page covers LinkMesh only. Other OpenSight products have their own support terms.

Hours and first response

Support is staffed Monday to Friday, CET. There is no weekend cover and no 24/7 on-call.

The commitment below is a first-response time — how long until a human picks your ticket up and replies. It is not a resolution time. We do not publish a fix deadline, because a fix date without committed engineering capacity behind it is a promise broken in writing.

Severity	What it means	First response
S1	Production down, or data loss	Next business day
S2	A major function is broken with no workaround	2 business days
S3	Degraded behaviour, or a question with a workaround	3 business days
S4	Feature request, or a how-to question	Acknowledged within 5 business days

Business days are Monday to Friday, excluding Swiss public holidays. A ticket filed on Friday evening starts its clock on Monday morning.

Pick the severity that matches the impact on your system, not the urgency you feel. Marking everything S1 does not make anything faster — it just makes the queue harder to triage.

Accounts, subscriptions, and what each one gets

You can hold an OpenSight account without a paid LinkMesh subscription — if you run the free Community tier, or if you registered to obtain a free 25-Collector licence.

With a free account you have:

The full documentation at linkmesh.io/docs. This is the primary support channel for the Community tier, and it covers installation, configuration, troubleshooting and the full reference.
The ability to file a ticket in the portal. Community tickets are answered after tickets from customers on a paid plan, and they carry no committed first-response time — the severity table above applies to Enterprise plans only.

A paid LinkMesh subscription adds the committed first-response times in that table.

Before you file

Every question we have to ask back costs you a full response window. These four things let us start on the actual problem instead:

Attach a support bundle. Settings → Support → Generate & download bundle, then attach the ZIP to the ticket. It captures versions, redacted configuration, fleet state and recent logs in one file — see Generate a support bundle. For an agent-side problem, run linkmesh-agent support-bundle on the affected host and attach that instead.
State your LinkMesh server version — the exact version string, e.g. v1.328.0. It is in the bundle, but having it in the ticket text lets us triage before opening the ZIP.
State your deployment mode — self-hosted or SaaS. And if self-hosted, whether you run on Kubernetes, Docker, or a package install.
State the severity you are claiming — S1 to S4 from the table above, and one line on the impact.

Pasting this at the top of your ticket description covers all four:

LinkMesh version:  v1.328.0
Deployment mode:   self-hosted (Kubernetes)
Claimed severity:  S2 — collectors enroll but no logs reach the destination
Support bundle:    attached

Then describe what you expected to happen, what happened instead, and when it started.

Ticket lifecycle and closing

Your ticket moves through: new, open, in progress, waiting for you, resolved, closed, archived.

Waiting for you means we have asked you something and cannot go further without it.
When we answer what you asked, we mark the ticket resolved in the same reply. You do not need to do anything.
If our answer did not actually solve it, reply on the ticket and it reopens — same thread, same reference.
If we are waiting on you and hear nothing for 5 business days, we send one reminder naming what we still need and the date we would close. If we still hear nothing 5 business days after that, we close the ticket as inactive.
Any reply from you resets that clock.
We never close a ticket that is waiting on us. If we cannot resolve something we say so plainly, including when the answer is that we will not be building it, rather than leaving it open indefinitely.
Closed means we consider the request finished. It is not a lock on your side: replying to a closed ticket — in the portal or by email — reopens it, same thread, same reference.
Archived is final. Replying to an archived ticket does not reopen it and does not create a new request — please open a new request at portal.opensight.ch and mention the old reference, e.g. SUP-000123.

What support covers

Included for every supported plan:

Installing, upgrading and running the LinkMesh server
Defects — behaviour that contradicts this documentation
Collector enrollment and connectivity failures
Questions about configuring sources, pipelines, routes and destinations
Licensing, entitlements and billing questions
Gaps or errors in this documentation

What is paid consulting

These are real work we are happy to do, but they are engagements rather than support tickets. Ask on your ticket and we will scope one:

Designing a telemetry pipeline architecture for your estate
Migrating from another observability vendor
Bespoke integrations, processors or destinations built for you
Synchronous work — screenshares, workshops, on-site time, training
Named-contact or out-of-hours cover beyond the table above
Operating your LinkMesh deployment for you

Security issues

Do not file a suspected vulnerability as a normal ticket. Email [email protected] with the details and we will respond directly. Please give us a reasonable window to ship a fix before disclosing publicly.

Feedback and feature requests

Feature requests and product feedback go through the same portal — file them as S4. They are read and fed into the roadmap; you will get an acknowledgement, but not a delivery date.