Getting 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 Anthos and Anthos clusters on VMware (GKE on-prem). If you have an existing Google Cloud Support package, then you already have support for Anthos and Anthos clusters on VMware.

For more information, see the Google Cloud Support documentation.

Requirements for Anthos clusters on VMware Support

To effectively troubleshoot business-critical incidents, you must:

  1. Check that the environment is current with the published end-of-support timeframes (see Version Support Policy below).
  2. Enable Cloud Logging and Cloud Monitoring for system components (for more details, see the Support tools section).
  3. When you open a support case, provide a configuration snapshot using the gkectl diagnose snapshot command.

Support tools

To troubleshoot a Anthos clusters on VMware incident, Google Cloud Support relies on three pieces of information:

  • Your environment's configuration
  • Logs from your admin and user clusters
  • Metrics from your admin and user clusters

Configuration

When you open a support case, you are asked to run the gkectl diagnose snapshot --seed-config command and attach the resulting tarball to the support case. gkectl diagnose snapshot --seed-config captures information about Kubernetes and your nodes.

The tool is highly configurable and includes several predefined scenarios. You can also pass a YAML file with a customized set of information to gather. To learn more, refer to Diagnosing Clusters.

You can add an excludeWords field to your configuration file to omit sensitive or confidential information. Be sure to carefully review the information captured by the tool. Highly confidential or sensitive information should not be attached to your support case.

Logs

When you create a new Anthos clusters on VMware 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 running in one of five namespaces:

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

Logs can be queried from the Cloud Logging console.

For more details, see Logging and Monitoring.

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 console or the Google Cloud Support Center, and selects Anthos and Anthos clusters on VMware as Category and Component, respectively. They enter the information required and attach the output of gkectl diagnose snapshot to the case.
  2. The support case is routed to a Technical Support Engineer specializing in Anthos clusters on VMware.
  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.

Collaborative Support Partners

Google maintains collaborative support relationships with select partners to deliver a more seamless support experience for Anthos clusters on VMware. With these relationships, Google is able to collaborate closely with that partner on behalf of our shared customers.

To benefit from Collaborative Support, you must maintain support agreements with both Google and the partner in question.

Google currently has a collaborative support relationship in place with the partners specified on the Collaborative Support Partners page.

Data about support issues may be shared with Collaborative Support Partners, as described in Google's Technical Support Services Guidelines.

What does Google support?

Generally, the Cloud Support team supports all software components shipped as part of Anthos clusters on VMware. The table below details this further:

GCP Support Collaborative Support Not Supported
Kubernetes and the container runtime
VMware vSphere (vCenter Server and ESXi)
VMware products beyond vSphere
Canonical Ubuntu for guest/node OS
F5 BIG-IP load balancers
Customer code (see Developer Support below)
vCenter controller
Hardware and hyper-converged infrastructure solutions as listed in the Collaborative Support Partners page
Customer choice of host OS
F5 controller

Physical server, storage, and network
Calico and related network policies

External DNS, DHCP, and identity systems
Ingress controller

Calico Enterprise Edition
Prometheus and Grafana
Stackdriver Monitoring, Stackdriver Logging, and Stackdriver agents
Identity federation with OIDC compliant providers
Hub, Connect, and the Connect Agent
Cloud Run for Anthos / Knative
Bundled LoadBalancer (Seesaw)

Version Support Policy

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

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

Release version Release date Estimated end of support date
1.12 (latest) July 7, 2022 March 29, 2023
1.11 April 27, 2022 December 21, 2022
1.10 December 22, 2021 September 22, 2022
1.9 (unsupported) September 29, 2021 June 29, 2022
1.8 (unsupported) June 28, 2021 March 28, 2022
1.7 (unsupported) March 25, 2021 December 25, 2021
1.6 (unsupported) December 10, 2020 September 10, 2021
1.5 (unsupported) September 24, 2020 June 24, 2021
1.4 (unsupported) June 25, 2020 March 25, 2021
1.3 (unsupported) March 23, 2020 December 23, 2020
1.2 (unsupported) December 20, 2019 September 20, 2020
1.1 (unsupported) September 26, 2019 June 26, 2020
1.0 (unsupported) July 25, 2019 April 25, 2020

Supported features

This document lists the features for Anthos clusters on VMware 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 are listed by their product launch stage, either as Preview or General Availability. Features listed as Preview are covered by the Pre-GA Offerings Terms of the Google Cloud Terms of Service. Preview offerings are intended for use in test environments only and might have limited support. Changes to pre-GA products and features might not be compatible with other pre-GA verisons. General Availability features are open to all customers, and are fully supported. For more information, see Product launch stages.

For information about supported Anthos components and their compatibility, see Anthos version and upgrade support.




Feature/capability 1.10 1.11 1.12 (latest)
Admin cluster backup and restore with gkectl Preview Preview Preview
User cluster nodepool autoscaling GA GA GA
Cluster automatic node resizing Preview Preview GA
Multiple vSphere cluster support Preview Preview Preview
Multiple vSphere data centers support Preview Preview GA
OpenID Connect (OIDC) support for authentication to clusters GA GA GA
CA certificate rotation GA GA GA
Workload Identity support GA GA GA
AIS with LDAP authentication support Preview Preview GA
Always-on secrets encryption without hardware security module (HSM) Preview Preview GA
Update vCenter CA certificates with gkectl GA GA GA
Egress NAT gateway Preview GA GA
Admin cluster registration in Hub GA GA GA
Windows node pool support GA GA GA
containerd runtime for Windows node pool Preview GA GA
Container-optimized OS node pool support GA GA GA
CoreDNS as the cluster DNS provider GA GA GA
User cluster lifecycle in the Google Cloud console - Preview GA
Admin cluster node creation with Container-optimized OS Preview Preview Preview
Multi-NIC capability for Pods GA GA GA
MetalLB load balancer option Preview GA GA
gkectl update admin support for enabling and disabling Cloud Logging and Cloud Monitoring Preview GA GA
Windows Dataplane V2 support - GA GA
Summary API metrics - - GA
gkectl update credentials support for updating component access service account key - - Preview
Prepared credentials for user cluster - - Preview

Shared Responsibility Model

Running a business-critical production application on Anthos clusters on VMware requires multiple parties to carry different responsibilities. These responsibilities are described at Anthos shared responsibility.

Developer Support

Google does not provide support for application workloads running on Anthos clusters on VMware. However, we do provide best-effort developer support to ensure your developers can easily run applications on Anthos clusters on VMware. 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 at a priority level 3 for an issue blocking a launch, or at priority level 4 for general consultation. In this classification, priority level 0 is the highest priority.