Support Options and Service Level Agreements

Trust the OpenStack and Kubernetes Experts

When you head to production with Mirantis Cloud Platform – or whenever you need responsive and expert level support to ensure your timetable meets its goals – you can find peace of mind in knowing that we have your back. Once Mirantis Cloud Platform is installed, you can be assured that we will help you maximize the uptime and the value of your solution. You can trust your critical business system with Mirantis, a company with the highest level of Open Cloud technical know-how and customer satisfaction.

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Subscription Support	OpsCare	ProdCare	LabCare
Remote incident resolution
Product & Security Bulletins
Knowledge Base
Designated Customer Contacts	Unlimited	10	3
Maximum Release Support Duration	3 years	3 years	3 years
Enhanced SLA
Customer Success Manager (CSM)
Monitoring & Proactive Incident Management
Remote Operations & Lifecycle Management
Proactive Cloud Maintenance & Capacity Planning
Monthly Reporting & Quarterly Business Reviews
Customer Advocacy and Roadmap Planning

Service-Level Agreements (SLAs)

	OpsCare	ProdCare	LabCare
Minimum Term	1 year	1 year	1 year
Hours of Direct Support	24 × 7	24 × 7	9am-5pm
Access	Phone, web, email
Severity 1 Response	15 minutes	1 hour	4 business hours
Severity 2 Response	1 hour	2 hours	8 business hours
Severity 3 Response	4 business hours	4 business hours	24 business hours
Severity 4 Response	8 business hours	8 business hours	48 business hours

Support Options and Service Level Agreements

We offer three levels of support for Mirantis Cloud Platform that are tailored for clouds that are fully managed by Mirantis or managed by your IT Ops team for business and mission critical workloads or development/non-production purposes.

We understand the critical nature of a private cloud, and with our OpsCare managed services offering, we map our IT operations to the needs of your business to provide the best methodology for running your cloud within the constructs of your processes.

If you choose to manage your cloud internally, our ProdCare and LabCare offerings provide a thorough support onboarding process to gather deployment information, set up support processes and train your IT operations team on those processes. We also provide a clearly identified escalation process should a case resolution not meet your expectations.

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Scope of Support for Mirantis Cloud Platform

Support Includes
- Assisting with problems encountered during installation, regular operations, and maintenance
- Clarifying features and functions
- Providing explanation and clarification of configuration settings
- Troubleshooting product issues, failures, or outages
- Delivering bug fixes or patches (dependent on product release level)
- Assisting with applying software fixes, patches or configuration changes
- Taking inputs for community advocacy
Support Excludes
- Code development, training, network design, system design, architecture design
- Implementation of security rules, policies, or certifications
- Customizations to software or replacing packages with modified ones, except as part of bug fixing and recommended by Mirantis
- Unvalidated 3rd party software such as drivers, hardware, hypervisors, host OS, SDN frameworks
- Performing hands-on deployment, management or maintenance of your cloud, except where appropriate service agreement is in place
- Environments that deviate from Mirantis Reference Architecture and Mirantis Standard Configuration
- Workload onboarding or migration and technology preview features
- Performance tuning and optimizations unless an Issue prevents the operation of Mirantis Software

Multi-vendor Case Ownership

Customers purchasing OpsCare or ProdCare get Mirantis as the single point of contact for issues with unclear root-cause (e.g. it may be a Mirantis or a 3rd party problem). This is a superior experience over having to chase vendors on your own. We will work with your team and coordinate with your vendors to help resolve issues on your behalf.