Support Options and
Service Level Agreements
Get Assistance from the Open Cloud Experts
Trust the Cloud Native Infrastructure Experts
When you head to production with Docker Enterprise or 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 Docker Enterprise or 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.
Support Subscription Brochure
Support Options and Service Level Agreements
We offer multiple levels of support for Docker Enterprise and Mirantis Cloud Platform, tailored for cloud native infrastructure that is either 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 cloud native infrastructure, 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 solution 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.
Get a Support SubscriptionDocker Enterprise
Support Level: Business Day
Business day support for non-production
- Business Day support for all cases
- Web, Email
- Knowledge Base
Docker Enterprise
Support Level: Business Critical
Business day support (except Sev1 – 24/7)
- 24×7 support for priority 1 cases
- Business Day support for priority 2-4 cases
- Enhanced SLA beyond Business Day
- Web, Email
- Knowledge Base
Docker Enterprise / MCP
Support Level: LabCare
Business day support for non-production
- Hardened software packages with regular maintenance updates and critical fixes
- Remote Incident Resolution
- Product & Security Bulletins
- Phone, Web, Email
- Knowledge Base
Docker Enterprise / MCP
Support Level: ProdCare
24x7x365 support for production
- LabCare benefits plus:
- 24×7 support for cases
- Enhanced SLA beyond Business Critical and LabCare
- Phone, Web, Email
- Escalation Management
- Knowledge Base
Docker Enterprise / MCP
Support Level: OpsCare
Fully managed remote operations
- ProdCare benefits plus:
- Enhanced SLA
- Designated CSM
- Full ITIL Service Management suite
- Lifecycle Management
- Monthly & Quarterly Reviews
- Customer Advocacy & Roadmap Planning
- Phone, Web, Email, Alert Management
- Knowledge Base
Service-Level Agreements (SLAs)
Docker Enterprise
Support Level: Business Day
- Minimum Term: 1 Year
- Hours of Direct Support: 9am-6pm local time1 Monday – Friday
- Access: Phone, web
- Number of Incidents: Unlimited
Business day support for non-production
- Severity 1 Response:
Initial: 2 business hours
Follow-on: 2 business hours2 - Severity 2 Response:
Initial: 4 business hours
Follow-on: 4 business hours2 - Severity 3 Response:
Initial: 8 business hours
Follow-on: 16 business hours2 -
Severity 4 Response:
Initial: 16 business hours
Follow-on: 32 business hours2
Docker Enterprise
Support Level: Business Critical
- Minimum Term: 1 Year
- Hours of Direct Support: All hours for Sev 1, otherwise 9am – 6pm local time1 Monday – Friday
- Access: Phone, web
- Number of Incidents: Unlimited
Business day support (except Sev1 – 24/7)
- Severity 1 Response:
Initial: 1 hour
Follow-on: 2 hours 2 - Severity 2 Response:
Initial: 4 business hours
Follow-on: 4 business hours2 - Severity 3 Response:
Initial: 8 business hours
Follow-on: 16 business hours2 -
Severity 4 Response:
Initial: 16 business hours
Follow-on: 32 business hours2
Docker Enterprise / MCP
Support Level: LabCare
- Minimum Term: 1 Year
- Hours of Direct Support: 9am-5pm
- Access: Phone, web, email
- Number of Incidents: Unlimited
- Severity 1 Response:
4 business hours - Severity 2 Response:
8 business hours - Severity 3 Response:
24 business hours -
Severity 4 Response:
48 business hours
Docker Enterprise / MCP
Support Level: ProdCare
- Minimum Term: 1 Year
- Hours of Direct Support: 24×7
- Access: Phone, web, email
- Number of Incidents: Unlimited
- Severity 1 Response:
1 hour - Severity 2 Response:
2 hours - Severity 3 Response:
4 business hours -
Severity 4 Response:
8 business hours
Docker Enterprise / MCP
Support Level: OpsCare
- Minimum Term: 1 Year
- Hours of Direct Support: 24×7
- Access: Phone, web, email
- Number of Incidents: Unlimited
- Severity 1 Response:
15 minutes - Severity 2 Response:
1 hour - Severity 3 Response:
4 business hours -
Severity 4 Response:
8 business hours
1. “Local time” is defined by the time zone associated with the location shown on the Sales Order.
2. Or as agreed with customer
Scope of Support
Multi-vendor Case Ownership
Customers purchasing OpsCare or ProdCare for Mirantis Cloud Platform get Mirantis as the single point of contact for issues with unclear root-cause, so if it’s unclear whether the problem lies within Mirantis software or third party components, you won’t be chasing down vendors on your own. We will work with your team and coordinate with your vendors to help resolve issues on your behalf.
Additional Community Resources
Kubernetes
OpenStack
- Ask OpenStack or post to openstack-dev@lists.openstack.org
- IRC Channel @freenode.net: #openstack, #openstack-salt
Ceph
- Ceph Mailing Lists
- IRC Channels at freenode.net: #ceph, #ceph-devel, #sepia
- Launchpad Community Page
Calico
Tungsten Fabric