How to Report an Issue to Terracotta

Note: the following process is for paying customers of Terracotta. If you are using the open source versions of the projects, please visit the Terracotta forums and post your questions there.

Your contract with Terracotta includes definitions that stipulate how issues are to be handled. These stipulations are based on issue level:

• For P1 and P2 issues: Call the Support Hotline (1-415-738-4000, Option 2/1). Terracotta will contact you within the stipulated SLA of your Enterprise Subscription.
• For P3 and P4 issues: Email to customersupport@terracottatech.com. Or create a case at http://customersupport.terracottatech.com. Terracotta will contact you within the stipulated SLA of your Enterprise Subscription.

When you report an issue to Terracotta, be sure to provide the information shown in the Artifacts List. You can use FTP to deliver the artifacts (see below, Delivering Artifacts to Terracotta).

Artifacts List

• Problem Summary
• Problem Description
• List of Terracotta Clients
  • Include hardware and software platform specs.
• Terracotta Client Logs
• Std-out Logs of client JVM
• JStat Monitoring on Terracotta Clients Output Logs
  • This output is needed to characterize GC on Terracotta clients.
• List of Terracotta Server Instances
  • Include hardware and software platform specs.
• JStat Monitoring on Terracotta Server Logs
  • This output is needed to characterize GC on Terracotta server instances.
• Terracotta Server Instances Logs
• Output of ls –al ‘terracotta objectdb directory’
• Screen shot of Terracotta Administrator Console Tabs
• Classes, DGC, Roots, and Runtime statistics.
• CSV file generated by monitoring tool
• Thread Dumps on Terracotta Server Instances and the Offending Terracotta Client
  • One set every 15 seconds, at least 4 times.
• (Optional) Thread Dumps on Other Terracotta Clients - 1 set every 15s, at least 4 times
  • One set every 15 seconds, at least 4 times.
• (Optional) Output of Lock Profiling Session
• (Optional) Objectdb Data File

Delivering Artifacts to Terracotta

You can deliver the artifacts in the Artifacts List using FTP. Use the Terracotta FTP site ftp.terracottatech.com and the name and password supplied to you by Terracotta. From a command line, enter:

ftp ftp.terracottatech.com

You will be prompted for a name and then a password.