Trust the OpenStack Experts

When you head to production with Mirantis OpenStack – 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 you’ve installed Mirantis OpenStack, 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 OpenStack technical know-how and customer satisfaction.

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Support Options and Service Level Agreements

We offer three levels of support for Mirantis OpenStack that are tailored for development/non-production, business critical or mission critical clouds:

Subscription Support 8 × 5 24 × 7 Proactive
Remote incident resolution
Product & Security Bulletins
Knowledge Base
Designated Customer Contacts 3 10 Unlimited
Maximum Release Support Duration 3 years 3 years 3 years
Enhanced SLA
3rd party Cooperation via TSANet
StackLight logging-monitoring-alerting software
Customer Success Manager (CSM)
Proactive Cloud Maintenance Planning
Specialist on Standby for Maintenance
Quarterly Business Reviews
Customer Advocacy and Roadmap Planning

The service-level agreements (SLA) are as follows:

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

We understand the critical nature of a private cloud and will provide a support onboarding process to gather deployment information, set up support processes and train your team on those processes. We will also provide a clearly identified escalation process should a case resolution not meet your expectations.

Get a Support Subscription

Proactive Support

You need more than just break-fix support for mission critical clouds where factors such as uptime and meeting business objectives is paramount. For such customers, Mirantis offers our highest level of support — Proactive support. In this option we help you operate your cloud at peak operating conditions and maximize the value of your cloud investment. Along with a named Customer Success Manager, you get a designated support team that knows your environment and communication preferences intimately. In addition to the highest level of SLA, you also get proactive planning and guidance, deeper community advocacy and increased ability to collaborate with us on our roadmap.

support-users

Community Support

Additional Community Resources:

Ask OpenStack or post to openstack-dev@lists.openstack.org

Ask Mirantis OpenStack and Fuel questions at: IRC @freenode.net

  • #fuel – general questions and discussions

Submit bugs for Mirantis OpenStack and Fuel at:

Multi-vendor Case Ownership

Customers purchasing 24×7 or Proactive support get Mirantis as the single point of contact for issues with unclear root-cause (e.g. may be a Mirantis or a 3rd party problem). This is a lot better experience than having to chase vendors on your own. We will take ownership for third-party cooperation through TSANet — the multi-vendor support community. The assumption, of course, is that the you have purchased a direct support contract with the 3rd party and that the 3rd party has presence on TSANet.

support-circles

Scope of Support for Mirantis OpenStack

Support includes:

  • Assisting customers with problems encountered during installation, regular operations and maintenance
  • Clarifying features and functions
  • Providing guidance on configuration settings
  • Troubleshooting product issues, failures, or outages
  • Delivering bug fixes or patches (dependent on product release level)
  • Assisting customers in applying software fixes or patches
  • Taking inputs for community advocacy

Support excludes:

  • Customizations to Mirantis OpenStack software or replacing Mirantis OpenStack packages with modified ones
  • Deployment of Mirantis OpenStack software using tools outside of Fuel
  • Unvalidated third-party software such as drivers, hardware, hypervisors, host OS, SDN frameworks
  • Performing actual hands-on deployment, management or maintenance of your Mirantis OpenStack cloud
  • Environments that deviate from the Mirantis Reference Architecture
  • Community projects upon which enterprise releases are based
  • Code development
  • Workload onboarding or migration
  • Training
  • System and network design
  • Implementation and development of security rules and policies or security certifications
  • Technology preview features
WEBINAR
OPNFV Overview: Navigating its Many Projects
Wednesday 3/22
9am PDT
Live Demo
Hour with an OpenStack Expert
Wednesday
11am PST