如果是 Bare Metal 解決方案，請針對問題或服務要求 (例如重新啟動或重新映像伺服器、變更網路設定，或要求變更環境中的硬體) 提出支援案件。
如要取得問題的相關協助，請在開啟案件時指定與問題最相關的類別。
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Bare Metal 解決方案
類別
視情況選取類別。
產生及分享 SOS 報告
僅適用於 Oracle Linux 和 Red Hat Enterprise Linux (RHEL) 使用者。
SOS 報告包含系統的設定詳細資料、系統資訊和診斷資訊。我們可能會要求您提供 SOS 報告，以執行根本原因分析並排解問題。
建議您在下列時間產生 SOS 報告：
變更伺服器的 OS 設定前。
變更 OS 設定後，但在重新啟動伺服器前。
在變更 OS 設定後，立即重新啟動。
如要產生及分享 SOS 報告，請按照下列步驟操作：
執行下列指令，查看伺服器是否已安裝 sosreport 套件。
rpm -qa | grep sos
如果已安裝 sosreport 套件，畫面上會顯示 sosreport 套件的版本。例如：
sos-3.2-35.el7_2.3.noarch
如果未安裝套件，輸出內容會空白。
如果未安裝套件，請以 root 使用者身分執行下列指令，安裝 sosreport 套件：
sudo yum install sos
如要產生 SOS 報表，請以根使用者身分執行下列指令：
sudo sosreport
出現提示時，請按下 Enter 或 Return 鍵繼續操作。
(如果是執行 Oracle Linux) 系統提示時，請按下 Enter 鍵或 Return 鍵，接受檔案的預設名稱。
系統顯示提示訊息時，請輸入案件 ID (如有)。
找出報表。指令執行完畢後，輸出內容會顯示 SOS 報告的位置，如下列範例所示：
Your sosreport has been generated and saved in:
/var/tmp/sosreport-breakboot2-2021-03-30-lyrkotf.tar.xz
Size 8.76MiB
Owner root
md5 afda594259aade437dd00c44f92d66db
Please send this file to your support representative.
[[["容易理解","easyToUnderstand","thumb-up"],["確實解決了我的問題","solvedMyProblem","thumb-up"],["其他","otherUp","thumb-up"]],[["難以理解","hardToUnderstand","thumb-down"],["資訊或程式碼範例有誤","incorrectInformationOrSampleCode","thumb-down"],["缺少我需要的資訊/範例","missingTheInformationSamplesINeed","thumb-down"],["翻譯問題","translationIssue","thumb-down"],["其他","otherDown","thumb-down"]],["上次更新時間：2025-09-04 (世界標準時間)。"],[[["\u003cp\u003eGoogle Cloud offers various support packages, including 24/7 coverage and phone support, to address different user needs for their Bare Metal Solution environments.\u003c/p\u003e\n"],["\u003cp\u003eWhen contacting support, have server names, troubleshooting steps taken, error screenshots, dates and times for reimaging, alternative contact info, and potential SOS reports and logs ready.\u003c/p\u003e\n"],["\u003cp\u003eUsers are responsible for setting up and regularly updating "Essential contacts - Technical" and "Project Owner(s)" in their Google Cloud projects to ensure effective communication with Cloud Customer Care.\u003c/p\u003e\n"],["\u003cp\u003eCloud Customer Care may proactively contact users regarding maintenance or operational events affecting their Bare Metal Solution environment, requiring prompt user responses to address potential issues.\u003c/p\u003e\n"],["\u003cp\u003eGenerating an SOS report, containing configuration details, system information, and diagnostic information, is recommended before and after OS configurations, which can be requested by support teams to troubleshoot issues.\u003c/p\u003e\n"]]],[],null,["# Get support\n===========\n\nGet a Google support package\n----------------------------\n\nGoogle Cloud offers different support packages to meet different needs, such as\n24/7 coverage, phone support, and access to a technical support manager. For\nmore information, see [Cloud Customer Care](/support).\n\n### Recommendations for efficient support\n\nWhen you contact technical support, we recommend that you have the following\ninformation ready:\n\n- Name of your server\n- Troubleshooting that you have performed\n- Screenshot of the error, if applicable\n- Specific date and time if you would like to reimage the server\n- Alternative contact information to supplement the primary contacts you set in [**Essential contacts - Technical**](#set-up-contact-information-in-your-google-cloud-project)\n- SOS report: We might request you for an SOS report to troubleshoot the issue. See [Generate and share SOS report](#generate-share-sosreport).\n- Logs: We might request specific logs based on your issue.\n\nRespond to the support team\n---------------------------\n\nIf there is an issue with your Bare Metal Solution environment that requires attention,\nCloud Customer Care needs to contact you right away. The following information\nexplains how to set up your Google Cloud project to receive notifications from\nCloud Customer Care, the importance of keeping your contact information up to\ndate, and the need for you to respond promptly when we do contact you.\n\n### Set up contact information in your Google Cloud project\n\nWhen you set up your Google Cloud project during the provisioning process,\nthere are two key items you need to configure:\n\n- Essential contacts - Technical\n- Project Owner(s)\n\nThe Cloud Customer Care team uses the *Essential contacts - Technical*\nentry as the primary way to contact you, with the *Project Owner*(s) as a backup\ncontact.\n\nTo set up the **Essential contacts - Technical** entry in your\nGoogle Cloud project, see\n[Managing contacts for notifications](/resource-manager/docs/managing-notification-contacts). We\nrecommend that you use a group email address as your first entry for **Essential\ncontacts - Technical** so that [Cloud Customer Care](https://cloud.google.com/support-hub)\ncan reach your entire on-call team responsible for critical incident response.\n\nYou are responsible for managing and updating these contacts. Because of the\ncritical nature of this type of communication, you must review your contacts on\na regular basis and keep the contact information up to date.\n\n### When Cloud Customer Care contacts you\n\nCloud Customer Care contacts you proactively if there is a maintenance\nor operational event that might impact your Bare Metal Solution environment, such\nas:\n\n- When we need to confirm a maintenance window, and discuss the associated downtime or actions that you need to take.\n- If we find an issue with your Bare Metal Solution infrastructure that needs attention, such as an outage or hardware failure.\n- If there is an unresponsive server and we need your help to troubleshoot the issue.\n- If we need to restore an application or database to full operation.\n\nWe also might send you maintenance notices to correct potentially impactful\nhardware errors in a timely manner. If you delay in responding to us, this\ninaction might expose you to additional risk of hardware failure.\n\nFor these many reasons, respond to Cloud Customer Care with urgency when\nwe contact you. The messages we send you alert you to either a current,\nproduction-impacting event or a planned maintenance event. When we contact you,\nbe sure to call us back or reply to the email.\n\nTo learn about Bare Metal Solution maintenance process and how to prepare for the\nmaintenance events, see\n[Prepare for Bare Metal Solution maintenance events](/bare-metal/docs/bms-maintenance-process).\n\nContact support\n---------------\n\nIf you already have a support package, you can contact\n[Cloud Customer Care](/support-hub).\n\nFor Bare Metal Solution, file a support case for a problem or a service request such as rebooting or reimaging a server, changing the network configuration, or requesting hardware changes in your environment.\n\nTo get help with a problem, specify the category that is most relevant to your issue when you open a case.\n\nGenerate and share SOS report\n-----------------------------\n\n**Applicable only to Oracle Linux and Red Hat Enterprise Linux (RHEL) users.**\n\nAn SOS report contains configuration details, system information, and diagnostic\ninformation of your system. We might request you for an SOS report to perform a\nroot cause analysis and troubleshoot your issue.\n\nWe recommend that you generate SOS reports at the following times:\n\n1. Before changing the OS configuration of your server.\n2. Immediately after changing the OS configuration but prior to rebooting the server.\n3. Immediately after the reboot following the change in the OS configuration.\n\n| **Caution:** Running the `sosreport` utility with `ethtool -d` can cause a buffer overflow and kernel panic. Before using the `sosreport` utility, read about this issue and how to prevent it . See [Buffer overflow when using ethtool with debug flag](/bare-metal/docs/known-issues#buffer-overflow-with-ethtool).\n\nTo generate and share an SOS report, follow these steps:\n\n1. Run the following command to see if the `sosreport` package is installed on\n your server.\n\n ```\n rpm -qa | grep sos\n ```\n\n If the `sosreport` package is installed, you'll see the version of the\n `sosreport` package. For example: \n\n ```\n sos-3.2-35.el7_2.3.noarch\n ```\n\n If the package is not installed, the output is blank.\n2. If the package is not installed, as the root user, run the following command\n to install the `sosreport` package:\n\n ```\n sudo yum install sos\n ```\n3. To generate the SOS report, as the root user, run the following command:\n\n ```\n sudo sosreport\n ```\n\n When prompted, press the **Enter** or **Return** key to continue.\n4. (If running Oracle Linux) When prompted, accept the default name for the\n file by pressing the **Enter** or **Return** key.\n\n5. When prompted, enter the case ID if you have one.\n\n6. Locate the report. When the command finishes executing, you'll see the\n location of the SOS report in its output, as shown in the following example:\n\n ```\n Your sosreport has been generated and saved in:\n /var/tmp/sosreport-breakboot2-2021-03-30-lyrkotf.tar.xz\n Size 8.76MiB\n Owner root\n md5 afda594259aade437dd00c44f92d66db\n Please send this file to your support representative.\n ```\n7. By default, the system generates the report in `tar` format. Convert it to\n `zip` format.\n\n8. Upload the report to the support case.\n\nIf you're unable to upload the report to the case, follow these steps:\n\n1. Upload the report to a Google Drive folder.\n\n2. Right-click the file, and click **Share**.\n\n3. In the **Add people and groups** field, enter the following email address:\n\n `gcp-ps-oracle-team-global@google.com`.\n4. Select the **Editor** role.\n\n5. Click **Copy link**.\n\n6. Click **Done**.\n\n7. Add the copied link into your support case.\n\nScope of support for Bare Metal Solution\n----------------------------------------\n\nCloud Customer Care covers the following areas in Bare Metal Solution\nenvironments:\n\n- The bare-metal servers and attached storage\n- The network and interconnect\n- Physical and network security\n- The facilities\n\nService level agreements define initial response times for Cloud Customer Care\naccording to the [Google Cloud technical support services\nguidelines](/terms/tssg).\n\nGoogle Cloud does not provide support\nfor the operating system or your application software and databases\nthat run in a Bare Metal Solution environment."]]
