Support Options and
Service Level Agreements

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Trust the Cloud Native Infrastructure Experts

When you head to production with Mirantis cloud offerings – 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 your Mirantis solution is installed, you can be assured that we will help you maximize its uptime and value. You can trust your critical business system with Mirantis, a company with the highest level of Open Cloud technical know-how and customer satisfaction.

We offer support subscriptions for the following:

  • Mirantis Cloud Native Platform, including Mirantis Container Cloud, Mirantis Kubernetes Engine (formerly Docker Enterprise), Mirantis OpenStack for Kubernetes, and others
  • Lens Kubernetes IDE
  • Mirantis Cloud Platform
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Support Subscription Brochure

Support Options and Service Level Agreements

We offer multiple levels of support for our products, 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 Subscription
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
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
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)

Support Level: LabCare
  • Minimum Term: 1 Year
  • Hours of Direct Support: 9am-5pm
  • Access: Phone, web, email
  • Number of Incidents: Unlimited
  • Severity 1 Response:Initial: 4 business hours Updates: 2 business hours
  • Severity 2 Response:Initial: 4 business hours Updates: Business Daily
  • Severity 3 Response:Initial: 8 business hours Updates: Weekly</span<
  • Severity 4 Response:Initial: 24 hours Updates: Bi-weekly
Support Level: ProdCare
  • Minimum Term: 1 Year
  • Hours of Direct Support: 24×7
  • Access: Phone, web, email
  • Number of Incidents: Unlimited
  • Severity 1 Response:Initial: 1 hour Updates: 1 hour
  • Severity 2 Response:Initial: 2 hours Updates: 4 hours
  • Severity 3 Response:Initial: 4 hours Updates: 3 days
  • Severity 4 Response:Initial: 8 hours Updates: Weekly
Support Level: OpsCare
  • Minimum Term: 1 Year
  • Hours of Direct Support: 24×7
  • Access: Phone, web, email
  • Number of Incidents: Unlimited
  • Severity 1 Response:Initial: 15 minutes (must be reported by phone) Updates: 1 hour
  • Severity 2 Response:Initial: 1 hour Updates: 4 hours
  • Severity 3 Response:Initial: 2 hours Updates: 2 days
  • Severity 4 Response:Initial: 8 hours Updates: 4 days

Scope of Support

Mirantis Kubernetes Engine Mirantis Cloud Platform
support circles

Multi-vendor Case Ownership

Customers purchasing OpsCare or ProdCare for Mirantis solutions 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 Kubernetes

OpenStack OpenStack

  • Ask OpenStack or post to openstack-dev@lists.openstack.org
  • IRC Channel @freenode.net: #openstack, #openstack-salt

Ceph Ceph

Calico Calico

Tungsten Tungsten Fabric