Support Options and Service Level Agreements

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.

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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
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

Docker Enterprise Mirantis Cloud Platform

Support Includes

Docker Enterprise Product break/fix in development and production including installation, configuration, problem diagnosis, and bug fixes
Deployments on physical or virtual hosts when running a supported Host Operating System identified in the Docker Compatibility Matrix
Released, generally available, pre-built Docker packages of Docker Enterprise Products

Support Excludes

Any releases, modifications, or compilations other than the released, generally available, Docker pre-built packages of the Docker Enterprise Product Suite
Customization of the Docker Products (other than officially supported bug fixes)
Custom Scripting
3rd party software used in conjunction with the Docker Products
Software development, systems architecture design or performance tuning
The infrastructure components upon which the Docker Products run

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 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.