Welcome to Edera

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Contact support@edera.dev if you need assistance.

Support

We’re here to help you move fast — securely.

Explore our curated selection of helpful self-service resources below to get what you need immediately.

Need something else? Our team is dedicated to providing quick, expert support so you can get the most out of Edera’s hardened runtime and keep your infrastructure secure and performant. Contact us, we love helping!

Self-Service Resources

Official Documentation

Edera Documentation

  • Complete installation guides
  • Configuration references
  • Advanced features and optimization
  • API and CLI documentation

Key Documentation Sections:

Knowledge Base Articles

Browse our customer portal knowledge base:

Still need help? Contact us!

The Basics

Support Business Hours

Monday - Friday 9:00 AM - 5:00 PM CST

Issue Severity and First Response Times

SeverityDescriptionFirst Response Time
Severity 0Critical. Production down, system not usable and no workarounds1 business hour
Severity 1High. One or more major functions unavailable and no workarounds exist1 business day
Severity 2Medium. Some functions unavailable but major functions are not impacted, and a workaround may exist1 business day
Severity 3Low. General questions on use or behavior, or enhancements2 business days

Out of hours emergency escalation available. Reach out to your Edera customer team for more information. All email requests are considered Severity 2 unless otherwise specified.

Contacting Support

Primary Support Channels

Slack: Your dedicated Slack channel with your Edera customer team Email: support@edera.dev

When to Contact Support

Contact support for all technical issues, questions, and assistance with Edera deployment and operations.

  • Installation Issues: Problems with AMI deployment, EKS integration, or initial setup
  • Runtime Problems: Pods not using Edera runtime, service failures, or configuration issues
  • Performance Issues: Unexpected resource usage, performance degradation, or optimization questions
  • Technical Questions: Feature usage, best practices, or architectural guidance
  • Account Access: AMI access issues, account permissions, or billing questions
  • General Questions and feature requests

Before Contacting Support

Try Self-Service First

  1. Check the Knowledge Base: Review our troubleshooting guides and common issues
  2. Consult Official Documentation: Visit docs.edera.dev for comprehensive guides
  3. Run Basic Diagnostics: Follow the steps in our Common Issues guide

Gather Diagnostic Information

When contacting support, please include:

System Information:

# Edera service status
systemctl list-units --type=service | grep protect

# RuntimeClass configuration
kubectl get runtimeclass -o yaml

# Node and cluster information
kubectl get nodes
kubectl version

Problem Details:

# Pod description
kubectl describe pod <pod-name>

# Recent events
kubectl get events --sort-by='.metadata.creationTimestamp' --field-selector type=Warning

# Service logs
journalctl -u protect-cri --since "1 hour ago" --no-pager
journalctl -u protect-daemon --since "1 hour ago" --no-pager

Environment Context:

  • AWS region and instance types
  • EKS cluster version
  • Edera AMI ID being used
  • Timeline of when the issue started

Writing Effective Support Requests

Subject Line Best Practices

Use clear, specific subject lines:

  • ✅ “RuntimeClass not detected in EKS 1.28 cluster”
  • ✅ “Zone creation failing after AMI update”
  • ✅ “High CPU usage on protect-daemon service”
  • ❌ “Edera not working”
  • ❌ “Help needed”

Include Key Information

For Installation Issues:

  • AWS account ID and region
  • EKS cluster name and version
  • AMI ID being used
  • Error messages or failure points
  • Installation method (Terraform, manual, etc.)

For Runtime Issues:

  • Pod YAML configuration
  • RuntimeClass specification
  • Service status output
  • Relevant log entries
  • Steps to reproduce the issue

For Performance Issues:

  • Resource usage metrics
  • Workload characteristics
  • Performance baselines
  • Current vs expected behavior

Describe Business Impact and Urgency

Issue severities are just one piece of the puzzle. Help us prioritize your request by letting us know about how the issue is impacting your business, team, or internal deadlines.

Additional Resources

Community and Learning

  • Edera Blog: Stay updated with Edera news and best practices
  • Release Notes: Review new features and changes in each version
  • Webinars: Join our technical webinars for deep-dive topics

Emergency Contacts

For critical security incidents or production outages that require immediate attention, emergency contact information is provided during your onboarding process. Please reference your welcome documentation for escalation procedures.

Feedback and Suggestions

We value your feedback! If you have suggestions for:

  • Documentation improvements
  • Feature requests
  • User experience enhancements
  • Knowledge base additions

Please include your feedback when contacting support@edera.dev.

Quick Contact Summary

Primary Support: support@edera.dev Documentation: docs.edera.dev Troubleshooting: docs.edera.dev/support/troubleshooting

For the fastest resolution, include diagnostic information and clearly describe your issue, environment, and impact level.

Last updated on
Common Issues