Support Details Are Not A Commitment
Health, metrics, audit, logs, diagnostics, and support bundles show bounded signals. They do not create support, availability, privacy, or retention promises.
Operations guide
Confirm FirstObservability and audit guide.
Cross-product routing for health, metrics, audit, logs, diagnostics, support bundle support details, and privacy-safe handoff. Product runbooks remain the source of truth for exact commands, expected output, remediation, and limits.
Guide Snapshot
- Products
- 3
- Signal families
- 6
- Runbook links
- 3
- Documentation status
- Routed
Signal Map
| Product | Health | Metrics | Audit | Logs and diagnostics | Runbook |
|---|---|---|---|---|---|
| ObjectDB | GET /health plus /v1/platform/capabilities for startup probe evidence. | No dedicated metrics surface is documented in the current runbook; use response headers, capability JSON, and S3 Core smoke evidence. | No live audit route is documented; preserve S3 operation headers, error XML, request ID, and route shape. | Service terminal output, platform capability JSON, S3 response headers, XML errors, and data-directory checks. | ObjectDB operator runbooks |
| Message Broker | Public GET /health reports readiness, storage, release metadata, and auth mode. | GET /metrics is available only when HTTP metrics exposure is enabled. | /v1/audit/events and /v1/audit/export are administrator-only and tenant-filtered in protected modes. | mq diagnostics collect, remote diagnostics reads, storage inspection routes, metrics output, audit export, and replication status. | Message Broker operator runbooks |
| LogDB | GET /health confirms the local process and bind address. | Metrics and profiles are outside the documented LogDB route surface; use OTLP admission, query metadata, segment, WAL, and BYOC preflight evidence instead. | Replay and audit foundations are pproduct-bound; do not present them as public audit APIs. | OTLP admission response, query response shape, WAL/data-directory context, segment bundle metadata, S3 query-read config, and BYOC preflight. | LogDB operator runbooks |
First Response Flow
- 1Identify ScopeName the product, environment, route or script, readiness label, and customer-visible symptom.
- 2Capture FirstSave read-only evidence before restart, cleanup, queue mutation, data-directory deletion, WAL repair, fixture change, or config mutation.
- 3Classify SignalMark the signal as health, metrics, audit, log, diagnostic, config, data-shape, or product source scope.
- 4Link RunbookUse the product runbook that owns exact commands, expected output, and the nearby limits.
- 5Redact PackageMinimize payloads, credentials, customer identifiers, private topology, and secrets before sharing.
- 6Escalate With support detailsSend the runbook link, captured evidence, limits, and required sensitive support teams together.
Health Guidance
| Product | First check | Capture | Do not infer |
|---|---|---|---|
| ObjectDB | GET /health and /v1/platform/capabilities. | Status, headers, endpoint value, capability fields, data-directory posture, and service terminal state. | Do not infer durability, recovery, availability, performance, support, security, scale, or customer deployment readiness. |
| Message Broker | GET /health on the selected node. | Status, node id, storage status, auth mode, release metadata, endpoint, and timestamp. | Do not infer cross-site replication outcome, failover, queue recovery, support coverage, or customer topology readiness. |
| LogDB | GET /health and the configured LOGDB_BIND_ADDRESS. | Status, bind address, service terminal state, data directory, WAL mode, and query-read store. | Do not infer S3 publication, BYOC deployment readiness, support posture, external sink behavior, metrics, profiles, or GA scope. |
Metrics Guidance
| Product | Current posture | Use instead when absent | Review boundary |
|---|---|---|---|
| ObjectDB | No dedicated metrics endpoint is documented in documented source scope. | Health, platform capabilities, S3 operation headers, request status, and data-directory evidence. | Do not invent dashboard, scrape, performance, capacity, or alert wording from local smoke output. |
| Message Broker | GET /metrics when HTTP metrics exposure is enabled. | Metrics route status, startup flag, response body header, and exporter configuration. | Tenant and stream labels need security and operations acceptance before stronger wording. |
| LogDB | Metrics and profiles are unsupported in the current compatibility matrix. | OTLP admission status, query metadata, segment counts, WAL evidence, and S3 query-read config. | Do not claim metrics or profiles ingest from logs/traces route limits and compatibility guidance. |
Audit Guidance
| Product | Current audit signal | Capture | Redact or avoid |
|---|---|---|---|
| ObjectDB | S3-shaped route limits and compatibility guidance and response headers. | Request method, path shape, status, operation header, request ID, and known-limits link. | Redact access keys, bearer tokens, payload bodies, sensitive object keys, tenant identifiers, and customer data. |
| Message Broker | /v1/audit/events or /v1/audit/export where auth permits. | Route, query params, auth mode, status, event count, content type, and payload-free line sample. | Redact API keys, bearer tokens, trusted headers, payloads, personal data, tenant IDs, customer stream names, and private topology. |
| LogDB | Tenant admission and query evidence; replay and audit foundations stay pproduct-bound. | Tenant admission result, query shape, matched count, scanned bundle count, used indexes, and pproduct-bound audit notes. | Redact raw telemetry, customer dataset names, sensitive record IDs, identifying trace/span IDs, account IDs, bucket names, KMS ARNs, and IAM role ARNs. |
Privacy-Safe Support Practices
| Practice | Required action | Review owner |
|---|---|---|
| Capture Before Mutation | Save health, metrics, audit, logs, diagnostics, config, and route output before restarting, deleting, retrying with different flags, or cleaning local state. | Operations team |
| Minimize Payloads | Prefer status, headers, counts, IDs, schemas, route names, and shape-only samples over raw object bodies, stream payloads, telemetry payloads, cache values, or protocol frames. | Privacy team |
| Redact Credentials | Remove API keys, bearer tokens, mTLS material, access keys, private keys, trusted identity headers, AWS credentials, and shell history with secrets. | Security team |
| Redact Customer Identifiers | Remove tenant identifiers, dataset names, stream names, bucket names, object keys, record IDs, trace/span IDs, private hostnames, account IDs, ARNs, and proprietary topology when sensitive. | Support team |
| Keep Limits With status notes | Include the readiness label, runbook link, compatibility or limits page, and what the evidence does not prove. | Documentation checks |
| Route Sensitive Review | Use documented source scope for support, telemetry, logs, traces, customer data, retention, redaction, operational safety, and handoff wording. | Documentation owner |
Support Bundle Shape
| Bundle section | Include | Exclude or redact |
|---|---|---|
| Case summary | Product, environment, route or script, readiness label, symptom, impact scope, timestamp, and first failing status or reason code. | Customer names, account details, private topology, and unsupported promises. |
| Health | Health route response, bind address, selected node or service, release metadata where available, and readiness blockers. | Tokens, unrelated headers, customer hostnames, and full environment dumps. |
| Metrics | Scrape status, metric-family availability, disabled response, startup metrics flag, and selected product runbook. | Tenant labels, stream names, customer dimensions, and unreviewed dashboard screenshots. |
| Audit | Route, query parameters, auth mode, event count, content type, redacted sample, and tenant-filter note. | Credentials, payloads, personal data, tenant IDs, stream names, and private topology. |
| Logs and diagnostics | Service terminal tail, diagnostics bundle summary, storage or WAL state, segment counts, protocol fixture name, and command exit code. | Raw payloads, secrets, private keys, unrelated directory listings, full customer traces, and destructive cleanup commands. |
| Config | Product-specific bind address, data directory, storage mode, query-read store, auth mode, and validation flags needed to reproduce the symptom. | Shared-state paths when unnecessary, shell history, cloud credentials, account IDs, ARNs, bucket names, and customer-specific namespaces. |
| status-note links | Product runbook, reference page, compatibility row, limits page, status-note row, and owning team. | Roadmap promises, stronger maturity wording, and claims outside the linked evidence. |
Product Escalation Links
| Product | Start here | Reference | Limits |
|---|---|---|---|
| ObjectDB | ObjectDB operator runbooks | ObjectDB reference | ObjectDB limits |
| Message Broker | Message Broker operator runbooks | Message Broker reference | Message Broker limits |
| LogDB | LogDB operator runbooks | LogDB reference | LogDB limits |
Guide Boundaries
Payloads Are Last Resort
Prefer shape, status, count, route, header, reason-code, and product source scope before including raw customer payloads or traces.
Runbooks Own Commands
This guide routes responders to the right product page; exact commands and expected outputs stay in product-specific runbooks.
Source scope
| Guide area | Source scope | Status |
|---|---|---|
| Runbook template and support handoff standard | documented source scope and /operations/ | Source-scoped |
| ObjectDB health, platform, S3 Core, data-directory, and support details | documented source scope and /products/objectdb/operations/operator-runbooks/ | Source-scoped |
| Message Broker health, metrics, audit, diagnostics, storage, quota, replication, and support details | documented source scope and /products/message-broker/operations/operator-runbooks/ | Source-scoped |
| LogDB health, OTLP, WAL, segment, S3 query-read, BYOC, and support details | documented source scope and /products/logdb/operations/operator-runbooks/ | Source-scoped |
| Sensitive review and privacy-safe handoff routing | documented source scope | Source-scoped |
Limits
- This guide is an operations status-note router; it does not replace product-specific runbooks, references, compatibility matrices, known-limits pages, or product support boundaries.
- Do not use this guide to claim centralized monitoring, dashboarding, alerting, incident response coverage, support response expectations, retention policy, audit completeness, data handling approval, security controls, compliance status, availability, performance, scale, or customer commitments.
- Do not share support details until the package is minimized, redacted, scoped to the issue, and linked to the relevant runbook and limits.
- Support bundle and privacy wording stays product-bound by the support privacy review.
Safe Next Steps
Available
Open operations indexApply the standard evidence-capture, escalation, review, and limits shape when drafting new runbooks.
Available
Use ObjectDB operator runbooksFollow health, platform capabilities, S3 Core smoke, data-directory, unsupported behavior, and support details checks.
Available
Use Message Broker operator runbooksFollow health, metrics, audit, diagnostics, storage inspection, quota, replication status, and support details checks.
Available
Use LogDB operator runbooksFollow OTLP admission, WAL, segment, query, S3 query-read, BYOC preflight, and support details checks.
Available
Use troubleshooting indexFind symptom-oriented first checks across ObjectDB, Message Broker, LogDB, and support handoff.
Available
Use support bundle and privacy pageApply support bundle contents, exclusions, redaction expectations, approval triggers, and privacy review boundaries.
