Support Services Overview
One cloud operator helping another cloud operator. Delivering what you need, when you need it. Ensuring success of service providers.
Services
Cloud support services include comprehensive technical support for service providers that have licensed Joyent SmartDataCenter as well as third level support for the customers of those service providers.
Each cloud support services subscription includes the following services:
| Availability Management | Response to Severity 1 requests through an emergency support hotline 24-hours a day, 365-days a year. |
|---|---|
| Problem Management | Response to Severity 2+ requests through a support portal or e-mail during business hours in primary time zones. |
| Online Support | Access to a support portal that includes a knowledge base, forums, and a document wiki 24-hours a day, 365-days a year. |
| Change Management | Software upgrades for and updates to Joyent SmartDataCenter. General assistance with updating and maintaining environments. |
| Configuration Management | Access to support engineers for installation and configuration to optimize stability, managability, availability, and productivity. |
Subscriptions
| Subscription | Basic | Bronze | Gold | Platinum |
|---|---|---|---|---|
| Support Channel | ||||
| Document Wiki | • | • | • | • |
| Knowledge Base and Forums | • | • | • | • |
| Chat/Email/Web Support | • | • | • | • |
| Telephone Support | • | • | ||
| Service Levels | ||||
| 24-hour × 7-day Support for Severity 1 | • | • | • | |
| 12-hour × 5-day Support for Severity 2+ | • | • | • | • |
| Service Delivery Management | ||||
| Named Service Delivery Manager | • | |||
| Named Support Engineer | • | |||
| Named, Dedicated Service Delivery Manager | • | |||
| Named, Dedicated Support Engineer | • | |||
| Services | ||||
| Architecture Reviews | • | • | ||
| Production Assessments | • | • | ||
Joyent SmartDataCenter includes a Bronze cloud support services subscription by default for service providers. Gold or Platinum cloud support services subscriptions are available for an additional fee.
Maintain quality of service and honor service level agreements with the assistance of a self-service support portal for service providers.
Cloud support services are subject to the terms and conditions of the effective Support Services Policy.
