Support
Email operations@lnptechnologies.com. Google Cloud Marketplace customers can also use the support channel published on the Trinetra listing.
Standard support coverage
Standard product support is monitored on LNP Technologies business days. Requests are acknowledged within one business day. The following are target initial-response times, not resolution guarantees; an accepted order or support agreement controls if it states different coverage.
| Severity | Example | Target initial response |
|---|---|---|
| S1 — Critical | Suspected unauthorized mutation, severe product safety issue, or complete production unavailability with no workaround | 4 business hours |
| S2 — High | Installation, activation, or validation is blocked and no reasonable workaround exists | 1 business day |
| S3 — Normal | A feature is impaired but a workaround exists; non-production validation issue | 2 business days |
| S4 — Low | Documentation question, cosmetic issue, or enhancement request | 3 business days |
For S1, put S1 Trinetra and the installation ID in the subject, state whether mutations have been disabled, and provide a safe callback contact. Never include secrets. LNP acknowledges the case, confirms severity, and provides the next investigation checkpoint. Assisted-service engagements can define separate coverage in their statement of work.
Information to include
Include:
- Trinetra version and image digest;
- installation ID and licence ID, never the activation key;
- affected cloud scope, region, Kubernetes cluster, and resource category;
- run ID, UTC timestamp, and displayed error reason;
- relevant controller or UI logs with secrets and customer data redacted;
- whether the problem reproduces with Dry run; and
- recent configuration, identity, or permission changes.
Do not send passwords, proxy secrets, cloud private keys, kubeconfig files, activation keys, licence private keys, or full evidence objects through email or a general support ticket.
Severity should reflect business impact, not urgency alone. If impact changes, reply on the same case and request reassessment rather than opening a duplicate.