Log Data Requests—Policy and Handling. This article describes which logs we provide to our customers in a hosted environment.
Requirements:
- The Zammad environment owner needs to perform the request.
- The affected system name and exact time frame from which the logs are needed.
Procedure:
- Specific information and errors from the logs can be provided to the customer.
- If the customer needs entire logs from a specific time frame:
- The customer needs to provide a problem description.
- The ticket has to be transferred to the 2nd-level team, to provide the logs.
Important note:
- Never provide raw logs to the customer; the content of our logs is protected by the GDPR since it can contain customer information.
- We keep logs for six weeks.
Exeptions:
In specific cases, if the information needed is logged in the database, it can be extracted from when the Zammad environment was created.
- This needs to be always checked with the 2nd level before communicating with the customer.