OPENNEBULA SUPPORT ADD-ONS

 

Support Add-ons enhance the OpenNebula support subscription with value-added services to simplify cloud operation and management.

 
 

The Telephone Support Add-on is an extension to the Standard and Premium Support Subscriptions, so Severity 1 (Catastrophic Problem) and Severity 2 (High Impact Problem) Incidents can be managed through a telephone call.

 
 

The Telephone Support Add-on increases the cost of the support subscription by 25%

 
 
 

WHAT THE ADD-ON INCLUDES

 
The telephone support is used primarily to explain and expand upon ticket responses to clients. The client should always report the Incident through the Support Portal. The Support Team will respond to the Incident and include a suitable time to arrange a telephone call within the response time depending on the priority level of the Incident. This ensures that the telephone support is provided by an expert in the specific Incident and that a previous diagnosis has been performed in order to speed up the resolution process.
 
 
 

WHAT THE ADD-ON EXCLUDES

 
Telephone support is not meant to report issues, nor is it meant to “bump” tickets immediately after submitting. We do not provide a call-in telephone number; all phone support issues are handled as callbacks.
Because infrastructure environments are diverse, the Integration Support Add-on helps:

  • Adapt OpenNebula to address the requirements of your infrastructure, use cases and processes
  • Validate software on OpenNebula
  • Integrate OpenNebula upon new platform infrastructure

This add-on reduces the response time target of the severity 4 issues (general usage, installation, integration, or configuration questions) to 4 business hours and provides telephone access to the engineering team (4 times for 1 hour-calls).

 
 

The Integration Support add-on is a monthly contract with an additional cost of €5.000 ($6,250) per month

 
 
 

WHAT THE ADD-ON INCLUDES

 
Our integration support team works closely with you on the integration, configuration, testing and tuning of OpenNebula within your environment. Our team provides expert guidance to help abate the amount of time and resources that are needed to successfully build a custom cloud solution. The integration support includes:

  • Answering questions about product adaptation and integration
  • Guidance about how to customize configuration files, bootstrapping scripts, plug-ins, and base templates to be fully compatible with the last version of OpenNebula
  • Guidance about tuning for optimal and scalable performance in your environment

 
 
 

WHAT THE ADD-ON EXCLUDES

 

  • Modified software and code not distributed as part of an official Product distribution
  • Releases not available at OpenNebula Websites
  • Technology preview features and unsupported platforms
  • Third-party drivers
  • System design and training
  • Issues arising from non-standard usage of Product
  • On-site services, remote access services, and development services

The Cloud Validation Add-on is usually contracted at the beginning of the support subscription to validate your OpenNebula-based cloud infrastructure. We offer different levels of validation, from only the cloud manager to additional include the rest software infrastructure components in the cloud architecture:

  • OpenNebula Validation validates your OpenNebula design and installation.
  • Infrastructure Validation extends OpenNebula Validation to also validate the integration of OpenNebula with the underlying virtualization nodes and its networking and storage components.

 
 

Pricing depends on the scope of the validation, and the size, heterogeneity and complexity of the infrastructure in terms of the number of clusters, networks, datastores… Contact us to request a quote.

 
 
 

WHAT THE ADD-ON INCLUDES

 
OpenNebula Validation is performed remotely and usually includes:

  • Cloud design analysis
  • Recommendations about architecture design
  • Cloud readiness testing
  • Jointly fine tune of OpenNebula if needed
  • Preparation of validation report

The Cloud Validation may additionally include the readiness testing of OpenNebula on all virtualization nodes and their integration with networking and storage.

 
 
 

WHAT THE ADD-ON EXCLUDES

 
The OpenNebula Validation add-on is for OpenNebula and its integration with the underlying infrastructure components, but not a validation of the infrastructure components themselves.
The Cloud Upgrade Add-on provides an upgrade of your OpenNebula-based cloud infrastructure. We offer different levels of upgrade, from only the cloud manager to additional include the rest of software infrastructure components in the cloud architecture:

  • OpenNebula Upgrade upgrades your OpenNebula installation to the latest version.
  • Infrastructure Upgrade extends OpenNebula upgrade to also upgrade the underlying virtualization, networking and storage components to a version compatible with the latest version of OpenNebula.

 
 

We offer one-time upgrades or all upgrades for the duration of the subscription term. Pricing depends on the scope of the upgrade, the size, complexity and heterogeneity of the infrastructure, and the maintenance window. Contact us to request a quote.

 
 
 

WHAT THE ADD-ON INCLUDES

 

OpenNebula Upgrade is performed remotely and usually includes:

  • Cloud architecture analysis
  • Preparation of upgrade plan
  • Jointly cloud upgrade
  • Cloud readiness testing
  • Preparation of upgrade report

Upgrades are performed without downtime for the VMs and a minimal disruption for the cloud service.

Cloud Upgrade may additionally include the upgrade of the underlying virtualization, networking and storage components to a version compatible with the latest version of OpenNebula.

 
 
 

WHAT THE ADD-ON EXCLUDES

 
The OpenNebula Upgrade add-on excludes the upgrade of:

  • Modified software and code not distributed as part of an official Product distribution
  • Releases not available at OpenNebula Websites
  • Technology preview features and unsupported platforms
  • Third-party drivers

 

Support Guide

Download a copy of the Support Subscription Guide with a detailed description of the support levels and benefits.