Support Telemetry - Formance Documentation

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Deployment

Overview#

Support Telemetry forwards traces and metrics from your cluster to Formance. When enabled, Formance support engineers can inspect the runtime behavior of your Formance components, which helps reduce investigation time.

Enabling support telemetry does not affect your existing monitoring setup. Your own observability backends continue to receive data as before.

Support telemetry requires operator chart version >= 3.12.0.

Telemetry data inventory#

Traces and metrics are exported unfiltered from the OpenTelemetry Collector. No redaction or sampling is applied. The following data is sent to Formance when support telemetry is enabled:

Always included:

Span names and trace structure
HTTP method, route, status code, and request duration
HTTP request and response bodies — forwarded as-is, without redaction
gRPC method and status code
Ledger account names and resource identifiers
Transaction, payment, and workflow IDs
Error messages and stack traces
Resource attributes (service.name, service.version, stack identifier)
Custom resource attributes defined in the OtelExporterEndpoint CRD

Conditionally included:

SQL query text and results when a service runs in debug mode
Secrets, tokens, or credentials if a service instruments them into trace spans

Enabling support telemetry exports potentially sensitive operational data outside your cluster. Review the inventory above and ensure this is compatible with your data governance requirements before enabling.

Enable Support Telemetry#

Set global.monitoring.support.enabled to true in your chart values:

yaml

global:
  monitoring:
    support:
      enabled: true

Authentication reuses the global.licence.token you provided during installation.

Verify#

After enabling Support Telemetry, verify that the support exporter is ready:

bash

kubectl get otelexporterendpoints formance-support

You should see READY: true.

Disable Support Telemetry#

Set enabled back to false:

yaml

global:
  monitoring:
    support:
      enabled: false

The operator cleans up all managed collector resources. No telemetry is exported to Formance after disabling.

Coexistence with Settings#

Support telemetry works alongside your existing opentelemetry.traces.dsn Settings configuration. No migration is required.

Egress Requirements#

If your cluster restricts outbound traffic, allow HTTPS (port 443) to otel-support.internal.frmnc.net.

Overview#

Enabling support telemetry does not affect your existing monitoring setup. Your own observability backends continue to receive data as before.

Support telemetry requires operator chart version >= 3.12.0.

Telemetry data inventory#

Traces and metrics are exported unfiltered from the OpenTelemetry Collector. No redaction or sampling is applied. The following data is sent to Formance when support telemetry is enabled:

Always included:

Span names and trace structure

HTTP method, route, status code, and request duration

HTTP request and response bodies — forwarded as-is, without redaction

gRPC method and status code

Ledger account names and resource identifiers

Transaction, payment, and workflow IDs

Error messages and stack traces

Resource attributes (service.name, service.version, stack identifier)

Custom resource attributes defined in the OtelExporterEndpoint CRD

Conditionally included:

SQL query text and results when a service runs in debug mode

Secrets, tokens, or credentials if a service instruments them into trace spans