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.

mcp support brochure

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 Subscription

Docker 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

support-circles

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

OpenStack OpenStack

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

Ceph Ceph

WEBINAR RECORDING
What's New in Kubernetes 1.18
WATCH NOW