Get Guaranteed Outcomes for Mirantis Kubernetes Engine with OpsCare Support

Ryan Zhang and Dmitrii Shishliannikov - December 15, 2021 - , , , , , ,

At Mirantis, we are proud to back our cutting-edge product innovation with world-class customer support. To make this possible, we integrate valuable customer support tools directly within the products themselves. This enables us to offer guaranteed outcomes for our premium support offerings, such as up to 99.99% availability SLA for managed services.

This is all part of our larger strategy of delivering DevOps-as-a-service, which combines CI/CD based lifecycle management and the automated monitoring and alerting capabilities of Mirantis products with the proactive change management systems and processes of Mirantis’ global 24×7 support team.

Critical alerts for superior response time

Continuous monitoring and automated alerting already exist in Mirantis Container Cloud and Mirantis OpenStack for Kubernetes through the StackLight toolchain. Now we’ve also added such capabilities to Mirantis Kubernetes Engine (MKE) 3.5, including components such as Alertmanager. These components enable us to extend our OpsCare 24x7x365 proactive support to MKE customers.

Specifically, we added the ability to send critical alerts and notifications to Mirantis’ incident management system, which is based on Salesforce. These alerts are automatically routed to support engineers, who can then proactively contact the customer or remediate the situation directly.

It’s important to note that for OpsCare, MKE doesn’t send specific customer data to Mirantis, only indications of critical severity issues so that Mirantis support can offer a superior response time and peace of mind for the customer. MKE specifically monitors for the most common causes of service outages that Mirantis has observed in the field, such as the MKE API being fully unavailable, the MKE Node being completely offline, etc. The OpsCare monitoring and alerting is in no way related to product telemetry.

Configuring and enabling OpsCare

OpsCare support in Mirantis Kubernetes Engine must be manually enabled. Follow the instructions below to enable and configure the OpsCare settings.

OpsCare support in Mirantis Kubernetes Engine is enabled via the Command Line Interface (CLI) or Graphical User Interface (GUI). The customer must obtain a set of Salesforce credentials with help from their Mirantis Customer Success Manager. Usually, the credentials consist of the following: (Note:, The acronym “sfdc” stands for Salesforce Dot Com.)

sfdc_username
sfdc_password
sfdc_environment_id

Every customer has a unique set of sfdc_username, sfdc_password and sfdc_environment_id credentials, and they are usually stored as environment variables on the hosts. However, for MKE, we prefer a more secure way, namely Docker Swarm secrets, to store this sensitive information.

Before enabling OpsCare support in Mirantis Kubernetes Engine, you must create three secrets with the above names.

To create the secrets via the GUI, navigate to Admin Settings as seen below.

mirantis kubernetes engine admin setting gui  

To create them via CLI, run the following docker commands on the Docker Swarm manager:

printf "username-obtained-from-csm" | docker secret create sfdc_username -
printf "password-obtained-from-csm" | docker secret create sfdc_password -
printf "environment-id-obtained-from-csm" | docker secret create sfdc_environment_id -

After you create the secrets, you can enable OpsCare support in Mirantis Kubernetes Engine via the GUI. Alternatively, you can accomplish this via CLI by downloading, updating and uploading the MKE Config as follows:

MKE_USERNAME=admin
MKE_PASSWORD=
MKE_HOST=

AUTHTOKEN=$(curl --silent --insecure --data "{\"username\":\"$MKE_USERNAME\",\"password\":\"$MKE_PASSWORD\"}" https://$MKE_HOST/auth/login | jq --raw-output .auth_token)
curl --silent --insecure -X GET "https://$MKE_HOST/api/ucp/config-toml" -H "accept: application/toml" -H "Authorization: Bearer $AUTHTOKEN" > ucp-config.toml
sed -i 's/ops_care = false/ops_care = true/' ucp-config.toml
curl --silent --insecure -X PUT -H "accept: application/toml" -H "Authorization: Bearer $AUTHTOKEN" --upload-file './ucp-config.toml' https://$MKE_HOST/api/ucp/config-toml

Managing automated alerts sent to Salesforce

When OpsCare support in Mirantis Kubernetes Engine is enabled, critical alerts are automatically sent to the configured Salesforce environment.

The alerts are predefined and are the same alerts used to monitor MKE clusters provisioned by Mirantis Container Cloud.

In addition, a watchdog alert is enabled to ensure that the entire alerting pipeline is functional.

To verify that the OpsCare alerts are functioning properly, sign in at login.salesforce.com and navigate to Cases to verify that the watchdog alert is present. The alert details will say: Watchdog alert. It is always firing.

To check which alerts were already sent to Salesforce, navigate to the Alert Manager section.

Disable OpsCare support in Mirantis Kubernetes Engine

When OpsCare is enabled, the three aforementioned secrets cannot be deleted. To disable OpsCare, simply navigate to Admin Settings and toggle it off. Alternatively, you can change the ops_care entry in MKE config to false.

To learn more about Mirantis Kubernetes Engine, view the product documentation or get started with a free trial.

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