OpenStack Support

Find what your support level covers or read through the SLA.

  • Support Level

  • SLA

Infrastructure Assisted Support

OpenStack currently comes with 'Infrastructure Assisted' Support Level. We will assist you with any OpenStack-specific intricacies that may arise while deploying your workload.

Minimum ticket response time 2 hours from initial ticket submission
(in working hours)
Cost Included
Chargeable rates for additional support £70.00/£140.00 /hour

Technical support contact
General support ticket submission Included
(Reply Office hours only)
Emergency support ticket submission (Out of hours charges apply if engineer alerted) Included
Emergency Phone Support Not Available

OpenStack Infrastructure
Underlying OpenStack Platform/Hardware Failure Included
Assistance with OS API usage Assistance Offered

OpenStack Compute
Assistance with Instance provisioning/manipulation Included

OpenStack Networking
Assistance with Security Groups / SSH Keys Included
Assistance with OS Networking Included

OpenStack Images
Access to Memset Images for OpenStack Included
Assistance with custom images Assistance Offered

OpenStack Volumes
Assistance Manipulating Volumes Included

OpenStack Orchestration
Assistance with Heat Templates Assistance Offered

Notes

  • OpenStack Support Levels do not include Guest Operating System or application support. They are scoped to OpenStack-related services and troubleshooting only.
  • Memset is responsible for the security, performance and availability of the shared OpenStack platform and underlying hardware. Memset cannot accept responsibility for the security, configuration or availability of individual customer Projects and guest instances operating on top of this.
  • Out-of-hours work should be pre-booked and agreed with the assigned engineer. Occasionally we may be able to perform work on an ad-hoc basis.
  • Chargeable time will be rounded up to the nearest 1/2 hour.
  • The minimum charge for out-of-hours emergency support will be 1 hour.
  • Assistance refers to best efforts advice/help.
  • All prices exclude VAT.

Service Availability

99.95% Availability Guarantee

We endeavour to provide the most reliable infrastructure as practical to customers. To customers in good financial standing with us we guarantee that the following aspects of our services are available 99.95% of the time in any given month, excluding scheduled or emergency maintenance.

Notification by the customer of an outage for the purposes of service credits must occur within one week and within the same monthly billing period of the incident.

Service Credits

In the event of an outage of API endpoint, Block storage or Memset core network lasting more than 22 minutes (0.05% of a month), the customer is eligible for a refund of:

  • 1 day's worth (3.4%) of their accrued monthly fee for the OpenStack Project
  • An additional day (3.4%) for each further 30 minutes of outage, up to 50% of their accrued monthly fee for the OpenStack Project.

Quota / Cloud Capacity

Memset will maintain sufficient capacity to provide the maximum potential quota for a project. We endeavour to have spare capacity available in our OpenStack Infrastructure to satisfy any individual Project's quota increase requirements. However, due to the multi-tenancy nature of the infrastructure we require reasonable notice of exceptionally large quote increase requests. We strongly advise our customers to inform us in advance for any planned extensive growth of their project so we can advise on and plan for resource availability.

Project Quotas and Resources Capacity

We use project quotas as a safeguard against inadvertent overuse of resources and not as limits. If your initial quota is unsuitable for your project requirements, please contact our your account manager.

Customer Support

Memset maintains a 24/7/365 operational presence for incidents impacting on the shared OpenStack infrastructure. Per-customer support is also available via the Memset Control Panel ticketing system as per the

  • Working hours (Mon-Fri 09:00-17:30hrs): We will respond to any working-hours customer query within the scope of service submitted via the Memset Control Panel within 3 hours
  • Out of working hours: Out of hours support must be booked and agreed with the assigned engineer

Our System Administrators can be contacted outside normal working hours for emergency issues covered by your SLA or subject to consultancy charge as defined by your support option.

Cost

In-hours technical support within the scope of service is included at no extra cost for Memset OpenStack Project related queries. For issues falling outside your support level as determined by the support options or for out of hours support, there would be an additional consultancy charge.

Hardware Failure Response Times

The Memset OpenStack Cloud is highly resilient and fault tolerant and has been architected to sustain failure of components without service disruption. However, it is possible that failure of a component may cause some degradation to service. We aim to have these issues resolved within two hours of initial identification of the problem and internal escalation to a Memset engineer.

The exemption to this is the total and immediate loss of a hypervisor node in a manner that does not permit Live Migration of resident instances. In such an event, all affected instances will be rebooted within 30 minutes to a healthy hypervisor.

UK Digital Marketplace customers

This clause applies to UK Digital Marketplace customers only (the UK Government marketplace for digital services).

  1. Digital marketplace customers must select a Memset data centre located in the UK for their hosting services for these terms to apply.
  2. All data centres and support delivery locations are appropriately secured to good industry practice levels. Data centres and support delivery locations providing or supporting PSN services are additionally secured to at least PSN Codes of Connection requirements.
  3. All storage media used to store customer hosted data within its service life are physically destroyed using a CESG CAS (Sanitisation) accredited or equivalent process at end-of-life. All storage media used to store customer hosted data are tracked using our internal asset management process.
  4. Customers on specifically dedicated services including OpenStack Cloud for Government and private OpenStack infrastructure will operate on servers that are dedicated to that service as per the terms of their SLA.
  5. Definition of Security Incident - A materially impacting cyber or physical security event for which Memset is responsible that materially impacts on more than one customer.
  6. Vulnerability mitigation timescales - Memset will seek to patch against vulnerabilities within our scope of responsibility on a timescale commensurate with their criticality and impact on our services and customers. Where a security vulnerability has been assessed by our internal processes and found to be impacting within our scope of responsibility, we seek to remediate or mitigate within the following timescales:
    1. Critical: 5 working days
    2. High: 10 working days
    3. Medium and low: As per normal patch maintenance schedules

Memset's responsibility for patching vulnerabilities is limited to the shared hosting infrastructure and does not include guest instance Operating Systems and applications.

Appendix

Definitions

  • Network Disruption: No access or greater than 2% packet loss to a OpenStack Project IP address.
  • API error: A HTTP 5xx response or no response at all to a Valid API Request addressed to shared Memset APIs.
  • Valid API Request: A well formed http request (as per specifications published by the OpenStack Foundation for the applicable version, currently 'kilo') against a OpenStack Endpoint as published by Memset.
  • Emergency: We consider an incident to be an emergency when it causes a disruption (as opposed to degradation) of service requiring immediate action to remedy.
  • Out-of-hours: Any time outside our Business Hours
  • Compute Node / Hypervisor: The physical server that hosts an OpenStack Instance.
  • Live Migration: The process of moving a running instance from one hypervisor to another. This can be initiated due to faults/maintenance on the original hypervisor or in order to optimize the load distribution.
  • Outage/Downtime: Time where complete unavailability of the Memset core Network Infrastructure, OpenStack API Endpoints, OpenStack Dashboard (Horizon) or underlying storage platform.
  • Refund : Refunds are based on an average accrued usage and are in the form of credit notes.