Add contact_support on update status page (#3226)

New boolean `contact_support` field on update status added in
oxidecomputer/omicron#10271.

I tried it inside the properties table as `Contact support: Yes` and it
felt terrible.

<details>
<summary>
Robot notes on the API logic behind <code>contact_support</code>
</summary>

[omicron#10271](oxidecomputer/omicron#10271)
adds a `contact_support: bool` field to the `system/update/status` API.
It is the last piece of a minimal system health check tied to update
status, intended as a stopgap until the fault management subsystem lands
([RFD 612](https://rfd.shared.oxide.computer/rfd/0612)).

## What it means

When `contact_support` is `true`, Nexus has detected one or more known
conditions in the latest inventory collection (plus a few additional
checks) that require Oxide support to resolve. The field collapses
several sub-checks into a single boolean because none of the individual
conditions are actionable by the customer — the only action is to call
support. The detailed breakdown is logged server-side and lands in
support bundles.

The intended usage maps to two cases:

- **Before an update**: if `contact_support` is true, the customer
should not start an update — resolve the issue with support first.
- **After an update**: if `contact_support` is true, something went
wrong; the customer should call support immediately.

## Conditions that trigger `contact_support: true`

- **Unhealthy zpools** — any zpool not in `online` state (e.g.,
degraded).
- **Enabled SMF services not online** — services that should be running
but are in `maintenance`, `offline`, or `degraded`.
- **Stuck sagas** — sagas that have been running longer than ~15
minutes. (A sample of 10,000 done sagas on dogfood showed only 3
exceeded 15 minutes from creation to completion.)
- **Stale inventory collection** — no recent inventory collection (~15
min threshold), meaning Nexus has lost visibility into rack state.
- **Stalled update** — an update is supposed to be in progress but the
planner hasn't taken a step in ~30 minutes.

The list is explicitly minimal and not exhaustive — `contact_support:
false` does not guarantee the system is fully healthy.

## Suppression during an active update

Health checks often fail transiently during an update, so the API
suppresses `contact_support: true` while an update is genuinely in
progress. The field only surfaces a true value when either (1) there is
no update in progress, or (2) an in-progress update has stalled past the
threshold (matching the [10–15 minute
guidance](https://github.com/oxidecomputer/omicron/blob/main/docs/reconfigurator-ops-guide.adoc#debug-stuck))
in the Reconfigurator Ops Guide for when support considers an update
stuck).

In practice this means the field always presents in one of two contexts:
the system is idle (pre-update or post-update), or the update has
stalled long enough that the result is no longer a transient artifact.

</details>


## Issues to resolve

- Explain the situation without overdoing it
- Tooltip looks terrible in message box, what if we link to docs instead
- Should probably link to a way to actually contact support, probably
the support email that goes to Zendesk

<img width="808" height="381" alt="image"
src="https://github.com/user-attachments/assets/bd8a75ed-7550-440f-81a3-6fc5319b79fb"
/>

---------

Co-authored-by: benjaminleonard <benji@oxide.computer>

Author: david-crespo

app/pages/system/UpdatePage.tsx

@@ -8,11 +8,13 @@
 
 import { differenceInMinutes } from 'date-fns'
 import { useMemo } from 'react'
+import { Link } from 'react-router'
 import * as R from 'remeda'
 import { lt as semverLt } from 'semver'
 
 import {
   Images24Icon,
+  OpenLink12Icon,
   SoftwareUpdate16Icon,
   SoftwareUpdate24Icon,
 } from '@oxide/design-system/icons/react'
@@ -38,6 +40,7 @@ import { CardBlock } from '~/ui/lib/CardBlock'
 import { DateTime } from '~/ui/lib/DateTime'
 import { Divider } from '~/ui/lib/Divider'
 import * as DropdownMenu from '~/ui/lib/DropdownMenu'
+import { Message } from '~/ui/lib/Message'
 import { PageHeader, PageTitle } from '~/ui/lib/PageHeader'
 import { PropertiesTable } from '~/ui/lib/PropertiesTable'
 import { TipIcon } from '~/ui/lib/TipIcon'
@@ -105,6 +108,21 @@ function calcProgress(status: UpdateStatus) {
   }
 }
 
+// wrapper div keeps the link out of the Message content's [&>a]:tint-underline
+const ContactSupportCta = () => (
+  <div>
+    <Link
+      className="text-mono-xs text-accent group mt-3 inline-flex items-center gap-1.5"
+      to="https://support.oxide.computer"
+      target="_blank"
+      rel="noreferrer"
+    >
+      Contact Support
+      <OpenLink12Icon />
+    </Link>
+  </div>
+)
+
 export default function UpdatePage() {
   const { data: status } = usePrefetchedQuery(statusQuery)
   const { data: repos } = usePrefetchedQuery(reposQuery)
@@ -193,6 +211,21 @@ export default function UpdatePage() {
         </PropertiesTable.Row>
       </PropertiesTable>
 
+      {status.contactSupport && (
+        <Message
+          className="mt-4"
+          variant="notice"
+          title="Support required"
+          content={
+            <>
+              The system has detected one or more known conditions that require Oxide
+              support to resolve.
+              <ContactSupportCta />
+            </>
+          }
+        />
+      )}
+
       <Divider className="my-8" />
 
       <CardBlock>

app/ui/lib/Message.tsx

@@ -68,9 +68,9 @@ export const Message = ({
         </div>
       )}
       <div className="flex-1">
-        {title && <div className="text-sans-semi-md">{title}</div>}
+        {title && <div className="text-sans-semi-md mb-1">{title}</div>}
         {/* group gives HL the right color */}
-        <div className="text-sans-md text-accent-secondary [&>a]:tint-underline group">
+        <div className="text-sans-md text-accent-secondary [&>a]:tint-underline group max-w-3xl">
           {content}
         </div>
 

mock-api/system-update.ts

@@ -36,7 +36,7 @@ export const updateStatus: Json<UpdateStatus> = {
     '17.0.0': 12,
     '16.0.0': 5,
   },
-  contact_support: false,
+  contact_support: true,
   suspended: false,
   target_release: {
     version: '17.0.0',