F-01 — Your Elastic Team, Support & Best Practices

Shared Foundations

Presenter: Pramod Saripalli

Date: 2026-07-15

SLB × Elastic Workshop Program

Overview

Start here. This session introduces your Elastic team, shows you how to get the fastest and most effective support responses, and sets you up to have the best possible experience with Elastic.

Where this applies

These labs run on Observability Serverless — a fully managed project so you can practice without cluster operations.

The same capabilities you explore here — ES|QL, Streams, AI Assistant, Agent Builder, Workflows, and SLOs — are available on Elastic Cloud Hosted (ECH) and self-managed deployments.

Serverless mainly saves operational toil (sizing, ILM, Fleet, upgrades). Your observability skills transfer directly.

Session topics

  • Meet your Elastic team — who does what and when to reach out
  • How to open an effective support ticket and what to expect
  • Escalation paths — when and how to escalate a case
  • Best practices for faster responses
  • Introduction to the enablement program

Why these features?

🛟Elastic support & enablementFaster answers when production is on the line
☁Observability everywhereSame value on Serverless, ECH, and self-managed

Use → to see why each feature matters for SLB.

Why Elastic support & enablement?

Faster answers when production is on the line

Without it

Vague tickets, missing project context, and unclear escalation — cases bounce and MTTR grows.

With Elastic support & enablement

Know your Elastic team, ticket template, and escalation path — include deployment type (Serverless, ECH, or self-managed) in every case.

  • Include project type, time range, and ES|QL tried in every case
  • Use this workshop program for role-based depth (SRE, Dev, BI, AIOps)
  • Escalate with reproduction steps — not screenshots alone
Symptom
Ticket
Resolution

Why Observability everywhere?

Same value on Serverless, ECH, and self-managed

Without it

Teams treat deployment choice as a feature fork — assuming Serverless skills won't transfer to ECH or on-prem, or that only one model fits SLB.

With Observability everywhere

Serverless, Elastic Cloud Hosted, and self-managed share the same Observability UX. Labs use Serverless to skip cluster toil; you apply the same ES|QL, Streams, and AI workflows wherever Elastic runs.

  • Serverless: Elastic manages scaling, upgrades, ILM, and Fleet overhead
  • ECH / on-prem: same capabilities when you need full infrastructure control
  • Choose deployment for ops burden — not for observability feature access
Your deployment
Same Kibana
Same skills

Hands-on lab

Your lab uses Elastic Observability Serverless for a zero-ops learning environment.

The steps and features are the same on ECH and on-prem — follow the assignment panel when Kibana opens.

Instruqt track: slb-shared-foundations

Resources

  • Registration: events.elastic.co/slbworkshops
  • Repo: github.com/poulsbopete/slb-workshops
  • Use ← → arrow keys to navigate slides