[Rancher] I filed an RFE as a support case. What should I expect on how it will be followed up on?

This document (000020434) is provided subject to the disclaimer at the end of this document.

Resolution

For any RFEs received via a support case, Rancher Support will update the case with a GitHub link to the enhancement request.

Rancher Support will try to understand your request first and then qualify the request with information on business impact, time sensitivity, and criticality. It is not uncommon at all for there to be follow-up questions from Rancher Support on your request. This information will be most helpful to advocate for the request with Rancher Product Management.

Unless there is a pressing urgency that has been understood and acknowledged, it could take up to a few weeks to triage the RFE (from the product backlog) through our release planning and identify the earliest release vehicle the item could be considered for (or committed to).

As there is progress and/or should there be specific questions from Engineering, Rancher Support will keep you updated via this case. As necessary, Rancher Support will also recommend and schedule/facilitate a direct web conference session for you with our product management to go over the RFE.

For committed RFEs, Rancher Support will update you as the item gets closer to its general availability via a new Rancher release or keep you informed should there be any delays or proposed changes in the previously understood scope.

Disclaimer

This Support Knowledgebase provides a valuable tool for SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.

  • Document ID:000020434
  • Creation Date: 09-Nov-2021
  • Modified Date:09-Nov-2021
    • SUSE Rancher
    • SUSE Rancher Longhorn

< Back to Support Search

For questions or concerns with the SUSE Knowledgebase please contact: tidfeedback@suse.com

SUSE Support Forums

Get your questions answered by experienced Sys Ops or interact with other SUSE community experts.

Join Our Community

Support Resources

Learn how to get the most from the technical support you receive with your SUSE Subscription, Premium Support, Academic Program, or Partner Program.


SUSE Customer Support Quick Reference Guide SUSE Technical Support Handbook Update Advisories
Support FAQ

Open an Incident

Open an incident with SUSE Technical Support, manage your subscriptions, download patches, or manage user access.

Go to Customer Center