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Hybrik Support

Overview​

This document is an overview of how to get support for Hybrik. The key resources at your disposal include:

Support Portal​

If you have an issue in Hybrik or have a general question (i.e. "can you do XYZ in Hybrik?"), you can submit a ticket through our Support Portal. You will be given login information to the Support Portal when you become a customer. If you are evaluating Hybrik but are not yet a customer, please reach out to your Dolby contact with any questions. When you are on the Support Portal, you can submit a ticket that will be automatically assigned and tracked in our system.

Information to include in a support ticket​

For most support requests, we need the following:

  • the Hybrik environment you are working on (e.g. https://admin02.hybrik.com/)
  • an explanation of the issue you're encountering as well as the outcome you're expecting
  • the job JSON file that you are working with
  • the job summary json file
    • You can either attach the job JSON and summary to your ticket when you create it, or you can use the "Send to Support" function within Hybrik (see below for more info)

Ticket Priorities​

Please give us a sense of urgency in the ticket by setting one of the following priorities:

  • Blocker — Please reserve this only for production emergencies or when a Hybrik service is down
  • High — This indicates it is a top priority, and you're hoping for a reasonably quick response
  • Medium — This indicates it is an important priority, but not needed immediately
  • Low — This indicates it is an average to low priority
  • Lowest — This indicates it is not a priority, usually a long-term feature request or profile/advice needed

What kind of response time could be expected?​

Our support team is entirely US-based. Typical response times depend on the complexity of the request as well as the priority, but we typically acknowledge within 24 hours and either provide a suggestion/solution in the same reply or follow up as soon as possible. For anything that needs scheduled engineering time that can't be solved by the support team, we work in monthly release cycles. Depending on the request (as well as a variety of other factors), a fix can take several months or more to make it into a release.

Send to Support​

We have a new feature to help with this, called "send to support". You will need a computing group running Hybrik v1.208 or newer to utilize it.

Send to Support for a failed/completed job:​

  1. Log into the Hybrik Web Console and go to the "Failed Jobs" or "Completed Jobs" page
  2. Select the job that has failed or completed
  3. Choose the "More Actions" button > "Send to Support"
  4. Enter your HYB Ticket number, agree to the disclosure, and press "Submit"
    This will initiate a secure transfer to Hybrik's buckets so that we can get your job, job logs, and source for debugging.

You can also send us a stand-alone media file:

Send to Support for a Media File:​

  1. Log into the Hybrik Web Console and navigate to the Storage Browser
  2. In the Storage Browser, select the file(s) to send to Hybrik for debugging
  3. Choose the "More Actions" button > "Send to Support"
  4. Enter your HYB Ticket number, agree to the disclosure, and press "Submit"

If you can't use Send to Support, we ask that you attach the job json and job summary json to the ticket.

If you’re still onboarding and have additional questions or workflows you’re trying to accomplish, it might make sense for us to setup a brief introductory call. If you’re interested in this let us know what time zone you’re in and we can schedule it.

Escalation​

If you have a critical issue that needs to be addressed immediately (i.e. a service outage), the best option is to open a Support Ticket with a Blocker priority. This will notify the support team immediately and allow us to escalate the issue to the appropriate team for immediate investigation and resolution.