Service requests FAQ

Can I configure a default TLS cert for all non-SNI clients? Can I also configure to use a TLS certificate owned by our enterprise for all non-SNI clients?

No, this is not supported. This requires a non-standard configuration change at the Apigee Router level.

I am using the Apigee free trial TLS certificate. What is the refresh cycle for this certificate? How can I be notified before the free trial TLS cert expires?

No, this is not supported. In future, the Apigee free trial TLS cert, which uses Google CA, will have an expiry period less than 90 days. If your API clients use this TLS cert in their truststores for validation then it requires to be refreshed often. Apigee recommends getting your own certificate to use with your API proxy endpoints.

Can I raise a service request to restart the Routers to pull the updated virtual host configuration after a TLS cert update in my keystore?

Yes, open a service request. Before you raise a service request, go through the Apigee documentation on TLS cert update. Apigee highly recommends the use of keystore references to refer to keystores in virtual hosts. After setting up keystore references, please raise a one-time service request to restart routers. Routers only need to be restarted once, as you can now manage TLS certificate updates yourself through keystore references.

Can I raise a service request for a connectivity test between Apigee Message Processor components and backend services?

No, this is not a valid service request. If you encounter any connectivity errors or issues with your API requests and need help, raise a support ticket instead.

Can I raise a request to temporarily enable deprecated TLS versions for Northbound traffic?

No, this is not supported.

Can I raise a service request to recover a TLS private key that was accidentally deleted from my keystore?

No, this is not supported. Support team will not have access to private keys. Apigee highly recommends users to backup their private keys and securely store them.

Can I raise a service request to re-create the free trial keystore if it is accidentally deleted from my organization?

No, this is not supported. The management of free trial keystore and its certificate is owned by Apigee. So, do not use the free trial keystore for your production traffic. See also the free trial certificate expiration question earlier in the FAQ.

Can I raise a service request to get a traffic break down reports for SNI versus non-SNI clients?

No, this is not supported.

Can I raise a request to obtain Apigee Router IPs for northbound whitelisting?

No, this is not supported. Apigee uses elastic IPs for routers in the Apigee Edge Cloud. This applies to both GCP and AWS Apigee Edge Cloud organizations. Because these IPs do not remain fixed, Apigee cannot guarantee fixed IPs that can be used to whitelist northbound traffic. Users can instead configure two-way TLS for proxy endpoints or use the AccessControl policy.

How do I obtain a list of IPs for southbound whitelisting?

Raise a service request to obtain the list of IPs for whitelisting southbound traffic. Note that Team Bundle entitlements cannot get fixed southbound IPs. The recommendation for Team Bundle entitlements is to use two-way TLS for southbound traffic.

Can I add new IPs to VPN tunnels for southbound whitelisting?

Yes, raise a service request. Apigee customers who use VPNs for southbound whitelisting need to raise a service request with the details of new IP addresses that need to be whitelisted in the VPN.

How do I configure connectivity between my developer portal and Apigee Edge org?

Please review this documentation and raise a service request with appropriate details of your Apigee Edge Cloud Organization and Developer portal.

How do I obtain Service Organization Control (SOC) reports for Apigee Edge Cloud?

Raise a service request with the details of required SOC reports.

Can I raise a service request to monitor and maintain my Apigee Edge Cloud organization for a particular period of time?

No, this is not a valid service request. Apigee Edge Cloud is a multi-tenanted software as a service (SaaS) platform, which Apigee monitors. For information about scheduled maintenance and outages, refer to the status page. If you encounter any errors or issues with your API requests and need help from the Apigee team, raise a support ticket instead.

Can I raise a service request to increase the minimum and maximum number of Message Processor instances for my Apigee Edge Cloud organization?

Refer to Stress/Load/Penetration Test Requests or Infrastructure capacity management requests sections if you are planning for any of the activities described in these sections.

How do I obtain my FTP credentials to download OPDK binary installation files?

Open a service request. Apigee shares FTP credentials with the Named Customer Contacts during the initial onboarding process. Please contact this team in your organization that was granted access during onboarding before raising a service request.

Can I raise a service request to get assistance with my Apigee Edge for Private Cloud upgrade?

No, this is not a valid service request. Refer to the Private Cloud upgrade documentation for instructions on upgrading from one version to another. If you encounter any errors or issues during the upgrade process and need help, raise a support ticket instead.

Can I raise a service request to rename an existing Apigee Edge Cloud organization or an environment within it?

No, this is not supported.

I have a Apigee Edge Cloud trial account. Can I raise a service request to upgrade it into a paid one?

No, this is not supported.

I have accidentally deleted my developer apps, developers, product configurations. Can I rais e a service request to restore these configurations.

No, this is not supported. Refer to the best practices to follow for managing your API artifacts.

We are migrating to SAML based authentication. Can I raise a service request to obtain Support assistance for SAML cutover?

No, this is not a valid service request. Instead, if you encounter any errors during the SAML cutover process, raise a support ticket with appropriate details.