Support
The desk
https://practicai.atlassian.net/servicedesk/customer/portal/70
You were added to it when you were enabled, using the address your kit was sent to. A ticket goes to the people who built this, not to a queue.
If the portal does not recognise you, say so in a reply to your enablement email and we will add the address you are actually using. That is a mistake at our end, not yours.
Before you raise one
./slingshot status asks your StellarView how it is and prints what it says. Most answers are in that output, and pasting it into a ticket saves a round trip.
Every refusal in the client names its own cause and its own fix. If something stopped and did not tell you why, that is a bug and we want to hear about it more than we want to hear about the thing that stopped.
The four that catch people
| what you see | what it is |
|---|---|
| An error that does not mention the Session Manager plugin | You are missing the Session Manager plugin. It is a separate download from the AWS CLI. On Windows, open a new terminal after installing it |
| The stack never goes green | Its subnet has no path to AWS Systems Manager. It needs either a route to the internet or the three endpoints ssm, ssmmessages and ec2messages. Your instance has no inbound rules at all, so that is the only way in |
| "Nothing tagged StellarView=cockpit is running" | Usually the wrong region. AWS_REGION=us-west-2 ./slingshot |
| It is running but not reachable | Same as the second row. SSM is the path; nothing else is |
Who is registered
Support is per person, not per company. Each person raises their own tickets and sees their own.
Everyone who should be able to open a ticket needs adding. Send us the list and we will add them, or ask them to request their own kit at https://practicai.org/get. They each get their own machine, and yours is unaffected and invisible to them.
Your own registration is the address your kit was sent to. That is the one the desk knows.
What we can and cannot see
We cannot see your machine. It runs in your AWS account, we have no credentials for it, and there is no inbound path. Nothing phones home.
That means a ticket is more useful with the output of ./slingshot status attached, and, if a stack failed, the CloudFormation events. We are not being lazy. We cannot look.
Your keys are yours. They are in your operating system keystore and on your instance, and neither is somewhere we can reach.
Getting the kit again
Your download link is scoped to you and expires. The kit itself is kept for a year, so if the link has expired, ask and we will issue a new one against the same grant.