Hosted ROS

General Information (always required): 

  • Instance URL 
  • Versions: Client, (Server is available internally)
  • Logs (debug or trace level) -- the higher the better though it is not advised to keep trace level enabled for long periods.  Provide a timestamp in the logs as well if possible 

Questions to Ask: 

  • What is the behavior?  What was happening when the issue occurred?  Are you able to reproduce?  (If possible, can you provide a reproduction case?)

Common Situations:

  • My instance is down!
    • Questions to ask: 
      • How did you determine your instance is down?  (i.e. can you connect through studio?) 
      • Is there a specific error message you receive?  
      • What time did you notice your instance being unavailable? 
    • What to do: 
      • If it is a confirmed outage: post in #-cloud-ugent-incident
      • Communicate with user immediately letting them know we are investigating 
      • Check logs -- tenant and sync worker [ADD INSTRUCTIONS OR LINKS WITH DETAILS]
  • Pricing / Cancel / Extend Trial: 
    • Defer to Ken Hodges / Sales 
  • Instance is not starting 


Cloud Portal 

General Information (always required): 

  • Bug or feature request? 

Sync Worker Health:

  • Log into
  • Find relevant instance
  • Select "View tenant logs"
    • The ROS pod hostname is associated with 'core' components
    • The syncworker stack is associated with 'sync' components
  • Access the 'Kubernetes Pod Metrics' dashboard in Grafana.
    • Select relevant cluster (ex. euc1a. = de1a)
    • Select namespace 'raas-tenants'
    • To view syncworker stack resources, filter 'Pod' by the relevant syncworker.
    • To view ROS pod resources, filter 'Pod' by relevant hostname.

Connecting With Studio

  • It is possible to retrieve an admin token for a user via the Cloud Admin Portal 
  • Once you have a user's token, you can connect to their instance via the JWT tab in studio.  The provider should read: "jwt/central-owner" and the token is simply the admin token 


  • How can I view my storage consumption?  Coming soon to a cloud portal near you