Is support for Prometheus/Grafana available only with a valid support subscription for Rancher 2.x?

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Correct.  To me more accurate, Rancher Support is only for the Prometheus/Grafana components that are natively embedded in Rancher 2.x for the functionality of monitoring and dashboards.

In the exceptional scenario of any legacy support subscriptions that are limited to RKE-only (without Rancher 2.x), it does not include support of Prometheus/Grafana that are set up externally to monitor the RKE clusters.

Refer this article for more details: Does my Rancher Support cover Prometheus/Grafana deployments that did not originate from Rancher?

 

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