mcp support brochure - Mirantis
Support Subscription For Mirantis Cloud Platform
Mirantis Cloud Platform Mirantis Cloud Platform (MCP) is an agile, operations-centric infrastructure platform that offers new capabilities in the areas of cloud DevOps and OSS (Operations Support Systems). MCP provides a single, unified platform for virtual machines, containers and bare metal that is delivered by a CI/CD pipeline and offers continuous monitoring of cloud operations. MCP is offered through a build, operate and transfer delivery model, allowing Mirantis to provide you a cloud optimized to the needs of your business and operations. For customers who choose to eventually transfer cloud management to internal teams, Mirantis offers subscription options that enable successful continuation of cloud operations and reduce risk of downtime. MCP subscriptions include software, updates and upgrades, and world-class support for customers who want to manage their own cloud infrastructure. This allows you to take advantage of our industry-leading expertise and consume open cloud technologies without having to hire an OpenStack or Kubernetes development team. As a leading contributor to multiple projects such as OpenStack, Kubernetes, OpenContrail and others since 2011, Mirantis has developed deep open source expertise with a roster of hundreds of engineers and operations specialists. We’ve worked on 200+ production deployments, including dozens of the largest production clouds in the world, and have distilled our experience into a set of best practices for building and operating reliable, scalable clouds for our customers across use cases such as ITaaS, NFV, media workflows, IoT and Big Data analytics.
rich software-defined networking (SDN) and software-defined storage (SDS) functionality. It also includes DriveTrain, a lifecycle management and cloud DevOps tool that provides flexible Day 1 and simplified Day 2 operations by enabling a CI/CD toolchain for continuously delivered updates, seamless upgrades, and Salt-based configuration management. StackLight software, purpose-built for MCP, includes OSS functionality, around-theclock monitoring and automated alarms to enable operational simplicity and compliance to strict availability SLAs.
Updates and Upgrades In order to deliver DevOps style lifecycle management of the Open Cloud software stack, MCP DriveTrain supports continuous access to open source innovation, including automated inservice upgrades to the latest release of OpenStack and Mirantis OpenContrail. Rollback is also supported should an operator choose to do so. These capabilities complement the existing CI/CD pipelines that automate incremental updates and postdeployment configuration changes.
Customer Support Get help when you need it from the open cloud experts with the most real world experience supporting OpenStack and Kubernetes based clouds. Our customers have given us top satisfaction ratings for both case resolution and response times. Choose from three support options with service level agreements tuned for specific business objectives. You can also take advantage of our broad community participation to represent your unique feature requests in the OpenStack, Kubernetes or other open source communities to which we actively contribute.
MCP provides a single platform for orchestrating VMs, containers and bare metal in the same managed open cloud along with
DriveTrain
Open Cloud Software
StackLight
Lifecycle Management (LCM)
Virtual machines, containers, bare metal, SDN, SDS
Operations Support System (OSS)
Mirantis Cloud Platform
Mirantis Inc.
|
525 Almanor Ave 4th Floor, Sunnyvale CA 94085
|
(650) 963-9828
|
www.mirantis.com
Support Subscription For Mirantis Cloud Platform
Mirantis Support Options
World-Class Expertise
Mirantis provides three distinct support options to match your business objectives:
With a MCP subscription you have access to the most experienced, motivated, and knowledgeable support engineers for open cloud technologies. The Mirantis CloudCare Portal provides simple access to the Mirantis Service Desk to engage Mirantis engineers and manage your tickets.
Workload Type
Support Option
Business critical
OpsCare: Managed remotely by Mirantis with up to 99.99% SLA
We start with a support onboarding process to gather deployment information, set up support processes and train your team on those processes. You will also get a clearly identified escalation process should a case resolution not meet your expectations.
ProdCare: Managed by your IT Ops team, backed by Mirantis 24x7 support LabCare: Managed by your IT Ops team, backed by Mirantis 8x5 support
Non-critical
Multi-Vendor Case Ownership
For business critical workloads such as customer-facing apps, NFV, or IT-as-a-service, we strongly recommend OpsCare to operate your cloud at peak operating conditions and maximize the value of your cloud investment.
For popular cloud infrastructure software from 3rd-party vendors, customers purchasing OpsCare or ProdCare support can use Mirantis as the single point of contact for issues with unclear root-cause (i.e., it’s unknown whether it’s a Mirantis or a 3rd-party issue). Note: you must have a current support contract in place with the 3rd-party vendor.
Non-critical workloads may include dev/ test or non-production environments. Examples of business critical workloads are certain production and elastic big-data environments.
Subscription Support
Product & Security Bulletins Knowledge Base Designated Customer Contacts Enhanced SLA 3rd Party Cooperation Monitoring & Proactive Incident Management Remote Operations & Lifecycle Management Customer Success Manager (CSM) Proactive Cloud Maintenance & Capacity Planning Monthly Reporting & Quarterly Business Reviews Customer Advocacy & Roadmap Planning
|
525 Almanor Ave 4th Floor, Sunnyvale CA 94085
ProdCare
LabCare
Unlimited
10
3
• • • • • • • •
• •
• • •
Remote Incident Resolution
Mirantis Inc.
OpsCare
|
(650) 963-9828
• • •
|
www.mirantis.com
• • •
Support Subscription For Mirantis Cloud Platform
Support Access Subscription Support
OpsCare
ProdCare
LabCare
1 year
1 year
1 year
24x7
9am-5pm
Minimum Term Hours of Direct Support
24x7
Access
Phone, web, email
Incident Response Times Priority
OpsCare Initial Response
ProdCare
LabCare
Updates
Initial Response
Updates
Initial Response
Updates
1 hour
1 hour
1 hour
4 hours
1 hour
1 hour
4 hours
2 hours
4 hours
8 hours
Daily
Severity 3 (Medium Impact)
4 hours
2 business days
4 hours
Weekly
24 hours
Every 2 weeks
Severity 4 (Low Impact)
8 hours
Weekly
8 hours
Monthly
48 hours
Quarterly
Severity Level
15 minutes Severity 1 (Critical Impact)
(must be reported by phone)
Severity 2 (High Impact)
Value for Now and the Long Term Your infrastructure isn’t something to take chances on. Don’t risk doing it on your own or working with a vendor trying to lock you into their products. With a MCP subscription, you not only get a robust, scalable, and flexible open cloud platform that meets your performance, security, and budgetary goals, you get
Mirantis Inc.
|
525 Almanor Ave 4th Floor, Sunnyvale CA 94085
|
access to world-class expertise on open cloud technologies and a culture of innovation and collaboration that will support you throughout your entire infrastructure lifecycle. No matter the size or complexity of your business, our dedication to delivering value through the Mirantis subscription means you will get the technology, expertise, and value you need to succeed today and in the future.
(650) 963-9828
|
www.mirantis.com
Mirantis Cloud Platform Mirantis Cloud Platform (MCP) is an agile, operations-centric infrastructure platform that offers new capabilities in the areas of cloud DevOps and OSS (Operations Support Systems). MCP provides a single, unified platform for virtual machines, containers and bare metal that is delivered by a CI/CD pipeline and offers continuous monitoring of cloud operations. MCP is offered through a build, operate and transfer delivery model, allowing Mirantis to provide you a cloud optimized to the needs of your business and operations. For customers who choose to eventually transfer cloud management to internal teams, Mirantis offers subscription options that enable successful continuation of cloud operations and reduce risk of downtime. MCP subscriptions include software, updates and upgrades, and world-class support for customers who want to manage their own cloud infrastructure. This allows you to take advantage of our industry-leading expertise and consume open cloud technologies without having to hire an OpenStack or Kubernetes development team. As a leading contributor to multiple projects such as OpenStack, Kubernetes, OpenContrail and others since 2011, Mirantis has developed deep open source expertise with a roster of hundreds of engineers and operations specialists. We’ve worked on 200+ production deployments, including dozens of the largest production clouds in the world, and have distilled our experience into a set of best practices for building and operating reliable, scalable clouds for our customers across use cases such as ITaaS, NFV, media workflows, IoT and Big Data analytics.
rich software-defined networking (SDN) and software-defined storage (SDS) functionality. It also includes DriveTrain, a lifecycle management and cloud DevOps tool that provides flexible Day 1 and simplified Day 2 operations by enabling a CI/CD toolchain for continuously delivered updates, seamless upgrades, and Salt-based configuration management. StackLight software, purpose-built for MCP, includes OSS functionality, around-theclock monitoring and automated alarms to enable operational simplicity and compliance to strict availability SLAs.
Updates and Upgrades In order to deliver DevOps style lifecycle management of the Open Cloud software stack, MCP DriveTrain supports continuous access to open source innovation, including automated inservice upgrades to the latest release of OpenStack and Mirantis OpenContrail. Rollback is also supported should an operator choose to do so. These capabilities complement the existing CI/CD pipelines that automate incremental updates and postdeployment configuration changes.
Customer Support Get help when you need it from the open cloud experts with the most real world experience supporting OpenStack and Kubernetes based clouds. Our customers have given us top satisfaction ratings for both case resolution and response times. Choose from three support options with service level agreements tuned for specific business objectives. You can also take advantage of our broad community participation to represent your unique feature requests in the OpenStack, Kubernetes or other open source communities to which we actively contribute.
MCP provides a single platform for orchestrating VMs, containers and bare metal in the same managed open cloud along with
DriveTrain
Open Cloud Software
StackLight
Lifecycle Management (LCM)
Virtual machines, containers, bare metal, SDN, SDS
Operations Support System (OSS)
Mirantis Cloud Platform
Mirantis Inc.
|
525 Almanor Ave 4th Floor, Sunnyvale CA 94085
|
(650) 963-9828
|
www.mirantis.com
Support Subscription For Mirantis Cloud Platform
Mirantis Support Options
World-Class Expertise
Mirantis provides three distinct support options to match your business objectives:
With a MCP subscription you have access to the most experienced, motivated, and knowledgeable support engineers for open cloud technologies. The Mirantis CloudCare Portal provides simple access to the Mirantis Service Desk to engage Mirantis engineers and manage your tickets.
Workload Type
Support Option
Business critical
OpsCare: Managed remotely by Mirantis with up to 99.99% SLA
We start with a support onboarding process to gather deployment information, set up support processes and train your team on those processes. You will also get a clearly identified escalation process should a case resolution not meet your expectations.
ProdCare: Managed by your IT Ops team, backed by Mirantis 24x7 support LabCare: Managed by your IT Ops team, backed by Mirantis 8x5 support
Non-critical
Multi-Vendor Case Ownership
For business critical workloads such as customer-facing apps, NFV, or IT-as-a-service, we strongly recommend OpsCare to operate your cloud at peak operating conditions and maximize the value of your cloud investment.
For popular cloud infrastructure software from 3rd-party vendors, customers purchasing OpsCare or ProdCare support can use Mirantis as the single point of contact for issues with unclear root-cause (i.e., it’s unknown whether it’s a Mirantis or a 3rd-party issue). Note: you must have a current support contract in place with the 3rd-party vendor.
Non-critical workloads may include dev/ test or non-production environments. Examples of business critical workloads are certain production and elastic big-data environments.
Subscription Support
Product & Security Bulletins Knowledge Base Designated Customer Contacts Enhanced SLA 3rd Party Cooperation Monitoring & Proactive Incident Management Remote Operations & Lifecycle Management Customer Success Manager (CSM) Proactive Cloud Maintenance & Capacity Planning Monthly Reporting & Quarterly Business Reviews Customer Advocacy & Roadmap Planning
|
525 Almanor Ave 4th Floor, Sunnyvale CA 94085
ProdCare
LabCare
Unlimited
10
3
• • • • • • • •
• •
• • •
Remote Incident Resolution
Mirantis Inc.
OpsCare
|
(650) 963-9828
• • •
|
www.mirantis.com
• • •
Support Subscription For Mirantis Cloud Platform
Support Access Subscription Support
OpsCare
ProdCare
LabCare
1 year
1 year
1 year
24x7
9am-5pm
Minimum Term Hours of Direct Support
24x7
Access
Phone, web, email
Incident Response Times Priority
OpsCare Initial Response
ProdCare
LabCare
Updates
Initial Response
Updates
Initial Response
Updates
1 hour
1 hour
1 hour
4 hours
1 hour
1 hour
4 hours
2 hours
4 hours
8 hours
Daily
Severity 3 (Medium Impact)
4 hours
2 business days
4 hours
Weekly
24 hours
Every 2 weeks
Severity 4 (Low Impact)
8 hours
Weekly
8 hours
Monthly
48 hours
Quarterly
Severity Level
15 minutes Severity 1 (Critical Impact)
(must be reported by phone)
Severity 2 (High Impact)
Value for Now and the Long Term Your infrastructure isn’t something to take chances on. Don’t risk doing it on your own or working with a vendor trying to lock you into their products. With a MCP subscription, you not only get a robust, scalable, and flexible open cloud platform that meets your performance, security, and budgetary goals, you get
Mirantis Inc.
|
525 Almanor Ave 4th Floor, Sunnyvale CA 94085
|
access to world-class expertise on open cloud technologies and a culture of innovation and collaboration that will support you throughout your entire infrastructure lifecycle. No matter the size or complexity of your business, our dedication to delivering value through the Mirantis subscription means you will get the technology, expertise, and value you need to succeed today and in the future.
(650) 963-9828
|
www.mirantis.com
