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Mirantis Response to Ukraine Crisis Learn More

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Home > Support Options and Service Level Agreements


TRUST THE CLOUD NATIVE INFRASTRUCTURE EXPERTS

When you head to production with Mirantis cloud offerings – or whenever you need
responsive and expert-level support to ensure your timetable meets its goals –
you can find peace of mind in knowing that we have your back. Once your Mirantis
solution is installed, you can be assured that we will help you maximize its
uptime and value. You can trust your critical business system with Mirantis, a
company with the highest level of Open Cloud technical know-how and customer
satisfaction.

We offer support subscriptions for the following:

 * Mirantis Flow including Mirantis Container Cloud, Mirantis Kubernetes Engine
   (formerly Docker Enterprise), Mirantis OpenStack for Kubernetes, and others
 * Lens Kubernetes IDE and k0s Open Source offerings

Support Subscription Brochure

Incident Response Times


SUPPORT OPTIONS AND SERVICE LEVEL AGREEMENTS

For our Mirantis Cloud Native Platform suite of products, we offer multiple
levels of support tailored for cloud native infrastructure that is either fully
managed by Mirantis or managed by your IT Ops team for business and mission
critical workloads or development/ non-production purposes. Both OpsCare and
OpsCare Plus include Lens for enhanced visibility into your infrastructure and
provide you with “Always On” 24x7x365 proactive support.

OpsCare Plus OpsCare DevCare
GET A SUPPORT SUBSCRIPTION


OPSCARE PLUS

Fully Managed Service

We understand the critical nature of cloud native infrastructure, and with our
OpsCare Plus managed services offering, we map our IT operations to the needs of
your business to provide the best methodology for running your solution within
the constructs of your processes. For business critical workloads such as
customer-facing apps, NFV, or IT-as-a-service, we strongly recommend OpsCare
Plus to operate your cloud at peak operating conditions and maximize the value
of your cloud investment.

Support Level: OpsCare Plus

Fully managed remote operations with up to 99.99% SLA


OpsCare benefits plus:


 * Enhanced SLA
 * Designated CSM
 * Full ITIL Service Management suite
 * Lifecycle management
 * Monthly & quarterly reviews
 * Customer advocacy & roadmap planning
 * Alert management
 * Phone, web, email
 * Minimum 1 year


OPSCARE

Your “Container Co-Pilot”

If you choose to manage your cloud internally, we provide a range of support
offerings which include a thorough support onboarding process to gather
deployment information, set up support processes and train your IT operations
team on those processes. We also offer an improved Co-Pilot experience with
OpsCare, with proactive support via active monitoring & alerting. You gain
increased visibility into your infrastructure when using the included Lens
Spaces, and Mirantis Container Cloud is the easiest way to deploy and manage
Kubernetes clusters. By enabling our alerting system to “call home”, critical
alerts can be sent to Mirantis along with your team, bringing our support
organization closer, faster to the point of issues, with clearly identified
escalation processes.

Support Level: OpsCare

 * 24x7x365 support for production Co-Pilot Approach
 * Ability to connect LMA (alerts) to Mirantis support and your team (Mirantis
   Container Cloud Required)
 * 24×7 support for cases
 * Enhanced SLA beyond
 * Escalation management
 * Phone, web, email


DEVCARE

Support for Lens or k0s

If you have a need for support of use of Lens or k0s in your development
environment, please contact us about DevCare. DevCare is designed for enterprise
end users working with cloud native technologies and Kubernetes on a daily
basis. The support service covers the usage of selected products typical in the
local development, operations and site reliability engineering work that does
not require a mission-critical enterprise-grade subscription. Some customers
need this for compliance.

Support Level: DevCare

 * Site-wide licensing with per-seat based pricing
 * Business day support
 * Knowledge base
 * Web, email
 * Minimum 3 months

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Campbell, CA 95008
+1-650-963-9828

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PRODUCTS

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© 2005 - 2022 Mirantis, Inc. All rights reserved.
Please note: Mirantis has realigned its portfolio and renamed several products.
These include Docker Enterprise Container Cloud (now Mirantis Container Cloud),
Docker Enterprise/UCP (now Mirantis Kubernetes Engine), Docker Engine -
Enterprise (now Mirantis Container Runtime), and Docker Trusted Registry (now
Mirantis Secure Registry).

900 E Hamilton Avenue Suite 650 Campbell, CA 95008
+1-650-963-9828

Privacy Policy