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Frequently Asked Questions
How do I reset my password?
Go to the Realm9 login page at uom.realm9.uk and click "Forgot Password". Enter your email and you'll receive a reset link. If you don't receive it within 5 minutes, check your spam folder or raise a support ticket.
How do I create an environment?
Navigate to Environments in the sidebar and click Create Environment. Fill in the name, type (Development, Staging, Production, Testing, or Sandbox), cost information, and assign business and technical owners. Click Create to finish.
How do I book an environment?
Go to Bookings in the sidebar and click New Booking. Search and select the environment, choose your start and end dates, provide a business justification, and submit for approval. Your manager will receive a notification to approve or reject the booking.
How do I connect my AWS account?
Navigate to Terraform > Cloud Connections and click Add Connection > AWS. Enter a connection name, configure your IAM role ARN, select the regions you need, test the connection, and save. Azure (Service Principal) and GCP (Service Account) are also supported.
Why is my Terraform plan taking too long?
Large state files or many resources can slow down plan operations. Try splitting your infrastructure into smaller workspaces within Realm9. You can also check Terraform > Runs to see the run history and identify bottlenecks. If the issue persists, raise a support ticket with your workspace name.
How do I add team members?
Go to Members in the sidebar. Click Invite Members, enter their email addresses, and assign a role:
| Role | Access |
|---|---|
| Admin | Full platform access, user management, billing, security |
| Manager | Approve bookings, manage team environments, view reports |
| User | Create environments, submit bookings, Terraform projects |
| Viewer | Read-only access to environments and bookings |
How do I set up Terraform workspaces?
First connect a cloud provider via Terraform > Cloud Connections. Then create a project under Terraform > Projects, and add workspaces with Git integration, variable management, and state management. You can enable Auto-Plan to automatically run Terraform plans on Git commits.
What are the SLA response times?
| Priority | First Response | Resolution |
|---|---|---|
| P1 - Critical (Service down) | 30 minutes | 4 hours |
| P2 - High (Feature impacted) | 2 hours | 8 hours |
| P3 - Medium (General question) | 8 hours | 24 hours |
Where can I find the documentation?
Full documentation is available at uom.realm9.uk/docs. It covers Getting Started, Environment Management, Bookings, Terraform Integration, Cloud Connections, Observability, Members & Roles, Configuration, and the API Reference.
How does the observability feature work?
Realm9 includes built-in observability with agent-based service discovery, real-time centralised log aggregation, performance monitoring across your stack, and investigation tools with PDF export. Navigate to Observability in the sidebar to get started.