OPENNEBULA ENTERPRISE SUPPORT PLANS

 
 
OpenNebula Commercial Support services are offered at three levels:

  • Basic Level: Expert support with basic SLAs within regular business hours. Basic support is available for smaller non-production installations.
  • Standard Production Level: Expert support with production SLAs within regular business hours in CET and EST zones. Standard Support Subscriptions include everything from Basic Support, as well as bug fix requests, unlimited issues, long-term multi-year support, indemnification and license flexibility.
  • Premium Production Level: Expert support with production SLAs 24×7 and immediate access to engineers. Premium Support Subscriptions include everything from Standard Support along with quicker maximum response times and higher number of accounts in support portal.

 

Levels of Service

Annual Pricing

  • Size
  • Discount for additional 10-server | vCenter
  • Maximum Annual Cost per OpenNebula
  • CPUs, Cores, and VMs
  • LEVEL OF PRIORITY
  • Severity 1
  • Severity 2
  • Severity 3
  • Severity 4
  • FEATURES
  • Service Tickets
  • Support Channel
  • Hours of Coverage
  • Term
  • Number of Named Accounts

Basic

€3.000 ($3,750)

  • 10 KVM servers | 1 vCenter
  • 40%
  • €12.000 ($15,000)
  • Unlimited
  • RESPONSE TIME
  • Normal (1 business day)
  • Normal (1 business day)
  • Low (2 business days)
  • Low (2 business days)
  • FEATURES
  • Unlimited
  • Web
  • 9×5 (CET and EST)
  • 1 year
  • 1

Premium

€9.000 ($11,250)

  • 10 KVM servers | 1 vCenter
  • 40%
  • €36.000 ($45,000)
  • Unlimited
  • RESPONSE TIME
  • Urgent (2 hours)
  • High (4 hours)
  • Normal (1 business day)
  • Low (2 business days)
  • FEATURES
  • Unlimited
  • Web
  • 24×7 (Severity 1 and 2)
  • 1 year
  • 2
 
 
 
 
 

WHAT SUPPORT INCLUDES

 
The Support Subscription provides expert integration and production support on supported platforms and includes:

  • Problem diagnosis, resolution and bug fixing
  • Solving unexpected problems when using, installing or configuring the software
  • Guidance about tuning for optimal and scalable performance in your environment
  • Answering “how to” questions related to standard and intended product usage
  • Offering hints about how to go around missing features
  • Answering questions about product adaptation and integration

Customers with an active subscription can rebrand the OpenNebula graphical interface to include their company logo or use the OpenNebula Powered logo to help users quickly identify cloud infrastructures that are powered by OpenNebula and supported by OpenNebula Systems.

WHAT SUPPORT EXCLUDES

 
Support 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

OpenNebula support plans provide commercial support for OpenNebula but not for the rest of software components and platform services needed to build a cloud. Because OpenNebula leverages the functionality exposed by the underlying platform services, its functionality and performance may be affected by the limitations imposed by those components. If you are interested in having support for the complete cloud infrastructure stack and not only for the OpenNebula orchestrator, you can contract the Complete Cloud Infrastructure Add-on.