Public Cloud Pricing

Support Plans

Our rich set of support options are provided by experienced engineers, and run wide (e.g. Architecture and Developer Support) and deep (e.g. Production and Specialized Operations support). Gold support is the equivalent of Mission Critical support on popular clouds, while our Platinum support has no parallel in the industry.

Each support plan detailed in the following table includes a default SLA. Upgrade options are available. To upgrade support levels on your existing subscriptions, or if our plans don't fit your needs, please contact sales.

BasicDefault Silver Gold Platinum
Public Cloud Features Sign Up Contact Contact Contact
Production Support

Developer & Architecture Support

Node.js Support

Specialized Operations Support

Training Credits

$6K virtual training

$12K

Consulting Services Credits

$12K

Cloud Products & Services

Cloud Service Health Check

Community Forums, Documentation

Security Updates and Download Packages

Knowledge Base

Core Analysis and Patching

Support for 3rd party Products

Support SLAs Basic Silver Gold Platinum
Raising a Ticket

Email

Email

Email

Email + Phone

Support Collaboration Channels

Email

Email + Chat + Phone(Sev1)

Email + Chat + Phone(Sev1)

Email + Chat + Screenshare + Phone(Sev1)

Incidents/Yr.

Unlimited

Unlimited

Unlimited

Unlimited

Production Down Response Time (Sev 1)

1 hr

30 mins

15 mins

Systems Impaired Response Time (Sev 2-3)

8 hrs

4 hr

1 hr

General Guidance Response Time (Sev 4)

Best Effort

24 hrs

8 hrs

4 hrs

Sev 1 Support hours

24x7

24x7

24x7

Sev (2-4) Support hours

Business Hrs*

Extended Hrs**

24x7

24x7

Named Contacts

1

3

5

Outage Root Cause Analysis

Dedicated Support Engineer

Upgrade Support Sign Up Contact Contact Contact
Monthly Support Cost

Included

  • Greater of $100/mo
  • or
  • 10% of monthly Cloud usage
  • Greater of $5000/mo
  • or
  • 10% of monthly Cloud usage for the first $0–$50K
  • 7% of monthly Cloud usage from $50K–$250K
  • 5% of monthly Cloud usage from $250K–$500K
  • 3% of monthly Cloud usage over $500K
  • Greater of $15,000/mo
  • or
  • 10% of monthly Cloud usage for the first $0–$150K
  • 7% of monthly Cloud usage from $150K–$500K
  • 5% of monthly Cloud usage from $500K–$1M
  • 3% of monthly Cloud usage over $1M

View the definitions of severity levels and more in our Support Services Policy.

For help with Implementation, Consulting Services and Onsite Training, please contact sales@joyent.com

Support and Subscription Details

Compute

Ensuring availability of production systems 24x7, Triage and resolution of issues occurring on production systems preventing business operations, Production support denotes support for severity 1 issues.

Introspection and Root Cause Analysis

Debugging (DTrace), Memory Leak Diagnosis

Containerization

Guidance and best practices on dockerizing apps, running on infrastructure containers

Application Orchestration

Container Pilot, Docker Swarm, Consul, Terraform, Scaling, Lifecycle Management

Architecture

Architecture Guidance and Reviews, Production Best Practices

Microservices

Guidance and best practices on design and refactoring of legacy SOA to microservices

Developer support is limited to Review, Guidance and Best Practices. For implementation services, please contact sales to utilize services credits or get a quote for procuring consulting services.

Node.js Core

Node Core modules and Upstream

Node.js Frameworks

Node Frameworks like Express, Seneca, HAPI, Restify, KOA

Cloud Migrations

Guidance and best practices on migrating applications from other public/private clouds

Multi-Cloud Deployment

Guidance and best practices on compute and storage on separate and distributed clouds

Managed / Dedicated / Hybrid Cloud Deployments

Guidance and best practices on dedicated public cloud zones, managed services, burst outs, hybrid deployments

Specialized Operations support is limited to Review, Guidance and Best Practices. For implementation services, please contact sales to utilize services credits or get a quote for procuring consulting services.

Virtual Training for Products

Self Driven Learning Modules (1 hr. each)

In-Person Training for Products

Onsite Classroom setting (2-5 day classes)

Custom Training

Customized training as per current project needs

Node.js

Node.js Implementations, Application Performance Analysis

Hybrid Cloud

Triton Implementation on Hybrid Cloud, Capacity Planning, Application Migration from other public/private clouds

End User Portal

Lifecycle management of containers & VMs, Monitoring (CPU, Network, IO), Metering (Usage, Bandwidth)

Triton Containers

Cloud Orchestration, Docker Containers, Infrastructure Containers, Hardware VMs

Smart OS Hypervisor

Multi-tenant, Baremetal Performance, Snapshots and replication, Built-in storage and networking

ContainerPilot

Application Orchestration, Schedulers, Push Button Scaling

Management Tools

Hybrid Cloud API, CLI, Image transfer between public & private clouds

Development Tools

Node.js, Node.js Debugger (DTrace)

Operator Portal

Role Based Access Control, Multi-tenant, Multi-DC Management

Storage

Ensuring availability of production systems 24x7, Triage and resolution of issues occurring on production systems preventing business operations, Production support denotes support for severity 1 issues.

Architecture

Architecture Guidance and Reviews, Production Best Practices

Developer SDKs

R, Python, node.js, Perl, Ruby, Java, C/C++, ffmpeg, grep, awk

CDN Support

3rd Party CDN Integration

Apache Drill

Support for Apache Drill Proxy for TRiton Object Storage and Analytics

Developer support is limited to Review, Guidance and Best Practices. For implementation services, please contact sales to utilize services credits or get a quote for procuring consulting services.

Cloud Migrations

Guidance and best practices on migrating data from other public/private clouds

Multi-Cloud Deployment

Guidance and best practices on compute and storage on separate clouds

Specialized Operations support is limited to Review, Guidance and Best Practices. For implementation services, please contact sales to utilize services credits or get a quote for procuring consulting services.

Virtual Training for Products

Self Driven Learning Modules (1 hr. each)

In-Person Training for Products

Onsite Classroom setting (1-2 day classes)

Data Migration

Migration from AWS S3, Google Big Table, Azure Storage, Ceph or Swift, Performance Analysis

End User Portal

Lifecycle management of Storage Objects, Monitoring (CPU, Network, IO), Metering (Usage, Bandwidth)

Triton Object Storage

Distributed Object Storage, Role Based Access Control, Object Replication, NFS

Data Transfer

Data Migration between Compute Nodes, MetaData API for IN/OUT

Management Tools

REST API, Hybrid Cloud API, CLI

Development Tools

DTrace

Operator Portal

Role Based Access Control, Multi-tenant, Multi-DC Management

Analytics

Ensuring availability of production systems 24x7, Triage and resolution of issues occurring on production systems preventing business operations, Production support denotes support for severity 1 issues.

Architecture

Architecture Guidance and Reviews, Production Best Practices

Jobs (Sync and Async)

Clickstream analysis, Map Reduce and log analytics, Text Search, Video Transcoding, Image Processing, ETL

Developer SDKs

R, Python, node.js, Perl, Ruby, Java, C/C++, ffmpeg, grep, awk

Analytics Tools

Data Analysis and Mining (using tools like NumPy, SciPy and R)

Developer support is limited to Review, Guidance and Best Practices. For implementation services, please contact sales to utilize services credits or get a quote for procuring consulting services.

Cloud Migrations

Guidance and best practices on migrating analytics/serverless data from other public/private clouds

Functions Advanced Implementations

Guidance and best practices on complex functions in Map/Reduce, migrating jobs from Hadoop, Storm, Spark

Specialized Operations support is limited to Review, Guidance and Best Practices. For implementation services, please contact sales to utilize services credits or get a quote for procuring consulting services.

Virtual Training for Products

Self Driven Learning Modules (1 hr. each)

In-Person Training for Products

Onsite Classroom setting (2-5 day classes)

Big Data Architecture & Best Practices

Clickstream analysis, Map Reduce and log analytics, Text Search, Video Transcoding, Image Processing, ETL

Production Readiness

Capacity Planning, Hardware and Architecture reviews

Containerizing Data

Running compute near data using containers/zones

Triton Analytics Implementation

Complex functions in Map/Reduce, Migrating from Hadoop, Storm, Spark

End User Portal

Lifecycle management of Storage Objects, Monitoring (CPU, Network, IO), Metering (Usage, Bandwidth)

Functions

Serverless Functions, Multi Language Support, Data Local Compute (containers on data)

Management Tools

REST API, Hybrid Cloud API, CLI

Development Tools

DTrace

Operator Portal

Role Based Access Control, Multi-tenant, Multi-DC Management

*Business Hours = 9 a.m. - 5 p.m. in the customer's timezone determined by the customer's country/timezone set in the Account.
**Extended Hours = 7 a.m. - 7 p.m. in the customer's timezone.