Cloud Software

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.

Professional Silver Gold Platinum
Private Cloud Prices Contact Contact Contact Contact
Compute Starter pack (5 node bundle) available for $6K/year
Storage Prices start at $5K/month
Analytics Prices start at $4K/month
Private Cloud Features Professional Silver Gold Platinum

Developer & Architecture Support

Node.js Support

Operations Support

Specialized Operations Support

Training Credits

$12K

$24K

$48K

Consulting Services Credits

$12K

$24K

$48K

Enterprise Distribution for Open Source Products

Subscription Products

Community Forums, Documentation

Security Updates and Download Packages

Knowledge Base

Core Analysis and Patching

Support for 3rd party Products

Support SLAs Professional Silver Gold Platinum

Raising a Ticket

Email

Email

Email

Email + Phone

Support Collaboration Channels

Email + Chat + Phone(Sev1)

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

1 hr

30 mins

15 mins

Systems Impaired Response Time (Sev 2-3)

8 hrs

4 hrs

1 hr

30 mins

General Guidance Response Time (Sev 4)

24 hrs

12 hrs

8 hrs

4 hrs

Sev 1 Support hours

24x7

24x7

24x7

24x7

Sev (2-4) Support hours

Extended Hrs**

Extended Hrs**

24x7

24x7

Named Contacts

2

5

10

Outage Root Cause Analysis

Dedicated Support Engineer

Upgrade Support Contact Contact Contact Contact

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

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 driven Lifecycle Management and application level container orchestration.

Cloud Architecture

Container Native Cloud 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, and Restify

Node.js Debugging

MDB based debugging of node apps

Containers

Docker and Infrastructure Containers

Hardware VMs

KVMs, Linux, FreeBSD, Ubuntu, CentOS, Windows

Network

Security (Firewalls, VLANs, Private Layer 2 &3 Networks), Container/Domain Naming Services

Services and Peripheral

Image Registry, HA, Loadbalancing, Backup & Restore, Scaling

Cloud Migrations

Guidance and best practices on migrating applications from other clouds like AWS, Azure, GCP, CloudFoundry/OpenStack

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

Self Driven Product Learning Modules (1 hr. each)

In-Person Training

Onsite Product Training (2-5 day classes)

Custom Training

Customized training as per current project needs.

Node.js

Node.js Implementations, Application Performance Analysis

Private Cloud

Triton Implementation, Capacity Planning, Production Readiness Check, Application Migration

Triton for Containers and VMs

Cloud Orchestration, Docker Containers, Infrastructure Containers, Hardware KVMs (Linux, Windows, Any Image)

Smart OS

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

Container Pilot

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

End User Portal

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

Usage of Triton with Brocade VTM, Nginx, MySQL, MongoDB, Consul, Docker Compose, Consul, Terraform

Object Storage

Architecture

Architecture Guidance and Reviews, Production Best Practices for Object Storage

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.

Platform and Scaling

ZFS, LX Branded Zones, Clustering

CDN - Fastly

3rd Party CDN support

Installation & Clustering

Mantis, Shrimps, MetaData

Redundancy

HA, Backup and Restore

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

Self Driven Product Learning Modules (1 hr. each)

In-Person Training

Onsite Product Training (2-3 day classes)

Custom Training

Customized training as per current project needs

Data Migration

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

Production Readiness

Capacity Planning, Hardware and Architecture reviews

Triton Object Storage

Distributed & Clustered Object Storage, Role Based Access Control, Object level Replication

Data Transfer

Data Migration between Nodes and datacenters, 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

End User Portal

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

Usage of Triton Object Storage with Fastly CDN, Apache Drill

Converged Analytics

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.

Platform and Scaling

ZFS, LX Branded Zones, Clustering

Architecture Best Practices

Data, MetaData, Compute Architecture

Redundancy

HA, Backup and Restore

Cloud Migrations

Guidance and best practices on migrating analytics / serverless data from other clouds like AWS Lamda, Azure Functions, Google Functions

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

Self Driven Product Learning Modules (1 hr. each)

In-Person Training

Onsite Product Training (2-3 day classes)

Custom Training

Customized training as per current project needs

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

Implementation

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

Triton Converged Analytics

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

End User Portal

Lifecycle management of compute jobs, Monitoring (CPU, Network, IO), Metering (Usage, Bandwidth)

*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.