Production Support Service Level Agreement

The following table summarizes the generic response time and features in the three levels of Technical Support Service. Your Order Form may include a different Support Matrix that prevails over these generic terms. Trial Evaluations include Basic level of support.

Support Matrix

Technical Support Program

Basic

Standard

Premium

Level of Priority (Response Time)

Severity 1

Normal

(1 business day)

Urgent

(2 business hours)

Urgent

(2 hours)

Severity 2

Normal

(1 business day)

High

(4 business hours)

High

(4 hours)

Severity 3

Low

(2 business days)

Normal

(1 business day)

Normal

(1 business day)

Severity 4

Low

(2 business days)

Low

(2 business days)

Low

(2 business days)

Features

Service Tickets

Unlimited

Unlimited

Unlimited

Support Channel

Web

Web

Web

Hours of Coverage

9x5 (*)

9x5 (*)

24x7 (severity 1 and 2)

Severity Level Definitions

Support tickets are categorised according to a severity or business impact scale. Technical support requests within a severity level are generally processed on a first-come, first-served basis. Catastrophic (severity 1) and High-impact (severity 2) problems that require immediate response or direct help of technical support specialists may be processed out of turn. These situations require the Customer personnel to be at their work locations until a fix is developed or workaround is available.

When submitting a Support ticket, you are requested to supply detailed information (such as version of OpenNebula, platforms, steps to reproduce, exact error messages, logs, changes made to the system or environment prior to the issue, etc) for the OpenNebula support team to properly identify and diagnose the issue and speed up response and resolution of the ticket. Failure to supply this information upon request may result in delay of support assistance.

Severity 1

Catastrophic problem in production systems that is determined to be a Product Error. A complete loss of cloud service:

  • No user can interact with OpenNebula
  • OpenNebula daemon (core) that is crashed or that hangs indefinitely

Severity 2

High-impact problem in production systems that is determined to be a Product Error. Essential operations are seriously disrupted:

  • A problem that affects essential operations in the management of the workload, such as VM deployment and termination
  • Sporadic cloud service outage
  • Any of the OpenNebula components that is crashed or that hangs indefinitely
  • Large number of users blocked from interacting with OpenNebula
  • Performance degradation in OpenNebula daemon (core)

Severity 3

Lower impact problem on a production system that is determined to be a Product Error. System can continue essential operations:

  • Any problem in the interfaces
  • A problem that affects the functionality or features
  • Impaired operation of one of the drivers
  • Small number of users blocked from interacting with OpenNebula
  • Performance degradation in any of the OpenNebula components
  • Severity 1 and 2 problem with a temporary workaround available.

Severity 4

Any impact problem  occurring on non-production system or question, comment, feature request, documentation issue or other non-impacting issue:

  • Any problem with platform infrastructure not related with OpenNebula
  • Any problem from mismanagement and unsupported processes
  • General usage, installation or configuration question
  • Cosmetic issues, including errors in the documentation
  • Any problem due to configuration changes in production systems (Technical Assistance)
  • Questions about integration (Integration Assistance)
  • Problems on non-production systems, such as test and development systems
  • Feature requests (Feature Enhancement)

(*) Check our availability for 9x5 support

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