Support Options and
Service Level Agreements

Service-Level Agreements (SLAs)

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.

Scope of Support for Mirantis Cloud Platform

• 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
  • Assisting customers in applying software fixes or patches via DriveTrain
  • Taking inputs for community advocacy

• Support Excludes

  • Customizations to Mirantis Cloud Platform software or replacing Mirantis Cloud Platform packages with modified ones
  • Deployment of Mirantis Cloud Platform software using tools outside of DriveTrain
  • Unvalidated third-party software such as drivers, hardware, hypervisors, host OS, SDN frameworks
  • Performing actual hands-on deployment of your cloud
  • ProdCare and LabCare exclude performing actual hands-on management or maintenance of your 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

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.