Wrong component.
Hi Michael and Ben, My name is Peggy Li, the Senior Critical Situation Manager based in APAC region. I have flagged Customer Escalation in this BZ. For the questions to support the BZ severity, I will leave it for the support team to answer 1) to 6). I believe we have received the guide in the Slack channel (https://coreos.slack.com/archives/C033GH3E9LL) from the engineering team to collect the relevant logs. Regarding the business adjustment for question 7, here is the answer: - Canadian Imperial Bank of Commerce is a high touch strategic customer in Canada. - This issue caused their OCP 4.6 DEV environment unstable and not able to take the load. This is blocking their DEV clusters upgrade from 4.6 to 4.9 this weekend and delaying the upgrade plan in higher environments such as PROD/DR. - Due to the lack of traction in remediating the issue, this has been escalated to the customer's SVP level. Here is the escalation status: * The TAM Claude Houle raised this to the rhose-prio-list a few hours ago. * It got the attention from engineering manager Aniket Bhat. * We have one ongoing Slack channel where SDN engineering team is engaged. They also joined the customer call earlier and guided them to upgrade the cluster to 4.8 as the best path because this version has a lot of fixes that could help to tackle this. The customer got the management's approval and has started the upgrade. It is estimated to complete in another 2 hours. The TAM and the support are monitoring the upgrade. * We have collected the logs per the engineering's suggestion. Please let me know if anything is missing from the business impact part. Thanks, Peggy Li Senior Critical Situation Manager Escalation Management Team Customer Experience and Engagement
hello, @mahmoud, ive relayed your questions to AMEX, but would you also pls look at the information in the original support ticket (03150703) to provide some insights as to whats happening there? there are some trace output for the ticket from last week as well as logging available there.
support case 03156665 has been attached as a continuation of 03150703; also hoping that this BZ will be restricted to CIB unless it strictly matches the issue herein
@mmahmoud, apologies for the double share in the BZ from the support ticket, but theyve uploaded the requested information, including captures w the SVC info, as well as gathers and sosreports (SRs).