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Status Needs more information
Workspace Instana
Categories SRE
Created by Guest
Created on May 1, 2024

At the time of first reviewing the case to request for the backend server logs to be preserved by the SaaS team for retrospective review.

During the initial review of a case, the SaaS team should be able to save the back-end server logs and conduct a retrospective review.
Of course, the customer needs to report the issue as soon as possible in order to have the best chance of preserving the relevant back-end logs.

Idea priority Medium
  • Admin
    Akash Thampi
    Jun 17, 2024

    From the requester:

    To troubleshoot Instana issues, the logs that the SRE has access to from the backend are targeted.As the customer and the Instana Support Engineer isolated the problem in the Case, the Support Engineer decided that the problem was in the SaaS backend.
    However, this decision was made after the SaaS log retention period of 7 days had passed, which meant that the problem could not be clarified further at all.
    We would like Instana Support Engineer to request that the SaaS logs are secured by SRE before the log retention period of 7 days has passed, so that they can refer to the logs and clarify the issue after the 7 days.

    Hey @Guest
    More infomration is required , some indication would be needed at least about a time period, affected region, TU, etc… Due to extensive costs, it is not logical to generally increase our SaaS log retention overall,