VONECLOUD ENTERPRISE SUPPORT PLANS

 
 
vOneCloud is an OpenNebula distribution optimized to work on small VMware vCenter deployments. OpenNebula Systems offers commercial support subscriptions for vOneCloud that provide users with everything needed throughout the entire subscription term in one all-inclusive highly competitive price for unlimited number of servers and incidents.

Commercial support services are offered at three levels:

  • Basic Level: Cost-effective support with basic SLAs within regular business hours.
  • Standard Production Level: Expert support with production SLAs within regular business hours.
  • Premium Production Level: Expert support around the clock with production SLAs 24×7.

 
 

Levels of Service

Annual Pricing

  • Size
  • Discount for additional vCenters
  • Maximum Annual Cost per vOneCloud
  • Servers, 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
  • Automatic Regular Updates
  • Product Influence

Basic

€1.000 ($1,250)

  • 1 vCenter (unlimited hosts)
  • 40%
  • €4.000 ($5,000)
  • 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
  • Yes
  • No

Premium

€5.000 ($6,250)

  • 1 vCenter (unlimited hosts)
  • 40%
  • €20.000 ($25,000)
  • 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
  • 1
  • Yes
  • Yes
 
 
 
 

WHAT SUPPORT INCLUDES

 
The Support Subscription provides expert production support 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

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
  • 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 vCenter and the rest of software components and platform services needed to build a VMware cloud.