Ubuntu Advantage service description
Valid since 6 June 2014
This service description defines the Services Canonical will provide to the customer under the customer's agreement with Canonical. This service description defines the following products, but only those products listed in Customer's agreement with Canonical will be provided: Ubuntu Advantage Standard Desktop, Ubuntu Advantage Advanced Desktop, Ubuntu Advantage Essential Server, Ubuntu Advantage Standard Server, Ubuntu Advantage Advanced Server, Ubuntu Advantage Virtual Guest Standard, Ubuntu Advantage Virtual Guest Advanced, Ubuntu Advantage Cloud Guest, Ubuntu Advantage Cloud Guest 24x7, OpenStack Cloud Availability Zone, OpenStack Cloud Availability Zone - Advanced 24x7 Guest Support Upgrade, Landscape, Landscape Dedicated Server, Landscape Agent, Ubuntu Advantage Ceph Storage Standard, Ubuntu Advantage Ceph Storage Advanced, Ubuntu Advantage Technical Account Manager, Ubuntu Advantage Dedicated Services Engineer, Ubuntu Advantage Training, Ubuntu OpenStack Jumpstart Training, and OpenStack Continuous Integration Implementation.
2. Service initiation
2.1: Upon commencement of the services, Canonical will provide a single set of login credentials to the customer to access Canonical's systems management service, support web portal to submit support cases, and on-line knowledge base.
2.2: Canonical service personnel will interface with the customer's technical contacts with respect to the technical support elements of the services. The customer may appoint up to the number of contacts corresponding to the highest services product Customer has purchased, in accordance with the table below:
|Ubuntu Advantage Subscription levels||Technical contacts|
Customer may change the specific technical contacts at any time by written request.
3.1: Landscape is a service to manage and monitor Ubuntu systems. Canonical will include its Landscape for each physical system covered by an Ubuntu Advantage subscription, as well as for each virtual system covered by the Ubuntu Advantage Virtual Guest service or Ubuntu Advantage Cloud Guest service. The customer may register the customer's systems with Canonical's Landscape service and use the service to manage and monitor those systems.
4. Knowledge base access
4.1: Canonical will make its knowledge base of support issues and resolutions available to the customer during the term of service.
Canonical will provide the following support for the specific customer systems for which the customer purchases the services:
5.1: Canonical will provide installation, configuration, maintenance and management support for any standard version of Ubuntu which is within its life-cycle on the customer's systems.
5.2: Canonical will provide a reasonable level of assistance to the customer to install Ubuntu on the customer's systems built from an officially supported computer architecture. Canonical is not able to guarantee that Ubuntu can be installed on all customer hardware. Canonical is able to provide a higher level of effort with hardware issues that take place on machines that have been specified by Canonical as “certified” systems.
5.3: Canonical will support the installation, applications and system administration of Ubuntu as described in the appendices to this service description.
5.4: The Ubuntu distribution is a collection of many elements of open source software. Canonical may not be able to resolve all issues, even on packages that are supported. For any supported application, Canonical will attempt to provide a work-around or a full resolution. Canonical does not guarantee a resolution or resolution time.
6. Submitting support requests
6.1: The customer may submit support requests (“cases”) through Canonical's support web portal or by contacting the support team by telephone.
6.2: Canonical will keep a record of each case within the support web portal to enable the customer to see all current cases, enter new cases, review historical cases and edit or respond to current cases. The customer may configure the support web portal to send email notifications to the customer when a case is updated.
6.3: All cases are assigned a ticket number and responded to automatically. All correspondence and telephone calls are logged with a time-stamp for quality assurance.
6.4: Severity Level 1 and Level 2 issues must be reported by telephone. When reporting a case the customer must specify how the issue is affecting their use of Ubuntu. The customer must provide all information requested by Canonical to resolve the case.
6.5: There is no limit to the number of cases customer may submit for the customer's systems for which the services are purchased. A single support case consists of a discrete problem, issue or request although it may consist of a number of interactions with Canonical's support engineers.
7. Support severity levels
7.1: Upon receipt of a case report, a Canonical support engineer will commence efforts to verify the case and set the severity level. Canonical will work with the customer to assess the urgency of a case and to assign the appropriate severity level.
7.2: Canonical support engineer will respond as soon as practicable to the customer after setting the severity level and within the response time for the applicable severity level listed below.
7.3: Canonical's support engineer will work on diagnosing and resolving the case during the effort period for the applicable severity level listed below.
7.4: The tables below show the methods for reporting cases, the level of response from Canonical to the case report and the effort period that will be used to resolve the case.
|Severity Level||Effort Period||Response method||Essential Response Time||Standard Response Time||Advanced Response Time|
|Level 1||Continuous effort||Phone||4 business hours||2 business hours||1 hour|
|Level 2||Local business hours||Phone||1 business day||4 business hours||4 hours|
|Level 3||Local business hours||Online or phone||2 business days||1 business day||4 hours|
|Level 4||Local business hours||Online or phone||4 business days||2 business days||1 business day|
|Severity Level||Effort Period||Response method||Standard Response Time||Advanced Response Time|
|Level 1||Continuous effort||Phone||2 business days||4 business hours|
|Level 2||Local business hours||Phone||2 business days||1 business day|
|Level 3||Local business hours||Online or phone||2 business days||2 business days|
8. Support response definitions
8.1: When setting the severity level, Canonical's support team will use the definitions, and carry out operational procedures as stated in the table below.
|Level 1||Core functionality not available.||Canonical will use continuous effort, through appropriate support engineer(s) and/or development engineer(s), to produce a workaround.As soon as core functionality is available, the severity level will be lowered to level 3.|
|Level 2||Core functionality severely degraded.||Canonical will use reasonable efforts during coverage hours to produce a work-around.The support engineer will aim to produce a work-around that is sufficient to adjust the priority level to level 3.|
|Level 3||Standard support request.||Canonical will use reasonable efforts during the coverage hours to provide the customer with a work-around as soon as possible balanced against higher severity level cases.After providing a work-around, Canonical's support engineers will work on developing a permanent resolution to the case.|
|Level 4||Non-urgent issues, including cosmetic issues, feature requests or information requests.||Canonical will review cosmetic issues and feature requests to determine whether it is a product enhancement for a future release.Canonical will review and respond to information requests with a reasonable level of effort during coverage hours.|
9. Support coverage hours, languages
9.1: Canonical will provide support during the following coverage hours:
|Ubuntu Advantage Subscription||Hours||Days of coverage|
|Standard Desktop||Customer's selection - see next table||Monday - Friday|
|Advanced Desktop||Customer's selection - see next table||Monday - Friday|
|Essential Server||Customer's selection - see next table||Monday - Friday|
|Standard Server||Customer's selection - see next table||Monday - Friday|
|Advanced Server||24 hours a day||Monday - Sunday|
|Cloud Availability Zone||24 hours a day||Monday - Sunday|
|Landscape Dedicated Server||24 hours a day||Monday - Sunday|
9.2: The customer must select the time-zone for their coverage from those detailed below. Hours of coverage will be adjusted in accordance with locale-specific daylight saving alterations. Coverage hours exclude public holidays in the customer's location.
|North America||UK & Central Europe||Eastern Europe, Middle East||Asia Pacific|
|Local Hours||09:00-21:00 EST||08:00-17:00 GMT 09:00-18:00 CET||10:00-17:00 MSK 09:00-17:00 EET||09:00-18:00 CST|
|UTC Equivalent||12:00 - 05:00||08:00 - 17:00||06:00 - 15:00||01:00 - 10:00|
9.3: Customer support will be provided in one of the following languages: English, French or Chinese Mandarin.
10.1: In the event that the customer receives unsatisfactory service or wishes to escalate a case for urgent action, the customer can escalate as follows:
|Level 3||Support and Services Team +1 514 940 8895|
|Level 2||Support manager firstname.lastname@example.org +1 514 940 8910|
|Level 1||Operations director email@example.com|
11.1: The customer is entitled to participate in the Ubuntu Assurance Programme subject to its terms and conditions. Canonical may update the Assurance Programme and its terms on one or more occasions. The current Ubuntu Assurance Programme and its terms are available at our Ubuntu Assurance page.
12. Virtual Guest
12.1: Virtual Guest Standard consists of the Standard Server services for the number of virtual guests purchased for virtual machines deployed with hypervisors not covered by other Ubuntu Advantage services.
12.2: Virtual Guest Advanced consists of the Advanced Server services for the number of virtual guests purchased for virtual machines deployed with hypervisors not covered by other Ubuntu Advantage services.
13. Cloud Guest
13.1: Cloud Guest consists of the Standard Server services for all Ubuntu instances in the customer's public cloud account.
13.2: Cloud Guest 24×7 consists of the Advanced Server services for all Ubuntu instances in the customer's public cloud account.
14. OpenStack Cloud Availability Zone
14.1: If the customer purchases the Cloud Availability Zone service, Canonical will provide:
14.1.1: For up to the number of cloud infrastructure nodes specified in the table below, plus any single node add-ons:
- 24×7 support for the Ubuntu Server components required to host an OpenStack cloud at the response and effort levels specified for the Ubuntu Advantage Server Advanced offering
- Landscape management agents
- Up to 64 TB of Ubuntu Advantage Ceph Advanced
|Cloud Availability Zone size||Number of nodes|
|Proof of Concept / PoC||Up to 20|
|Small||Up to 100|
|Medium||Up to 500|
|Large||More than 500|
14.1.2: For an unlimited number of guests hosted on the infrastructure supported by the Cloud Availability Zone services: Ubuntu Advantage Server Standard (but not including Landscape management).
14.2: If the customer purchases the Cloud Availability Zone - Advanced 24×7 Guest Support Upgrade, Canonical will provide the Ubuntu Advantage Server Advanced service (but not including Landscape management) for an unlimited number of guests hosted on the infrastructure supported by the Cloud Availability Zone services.
15. Ceph Storage
15.1: If the customer purchases the Ceph Storage Standard or the Ceph Storage Advanced service, Canonical will provide support for a filesystem instance storing up to the specified capacity of data. Capacity refers to actual used capacity rather than to available, unallocated storage space.
15.2: The service includes support for all the servers that the customer dedicated to host the distributed filesystem at the chosen redundancy level. The service does not support running any additional workloads on such storage dedicated servers.
15.3: Support hours for Ceph Storage Standard and Ceph Storage Advanced match those of the Ubuntu Advantage Standard Server and Ubuntu Advantage Advanced Server respectively.
16. Additional services
16.1 Technical Account Manager
If the customer purchases the Technical Account Manager (“TAM”) service, Canonical will provide enhanced support by providing a named contact who personally collaborates with the customer's IT staff.
16.1.1: The TAM will provide installation, configuration, maintenance and management support for Ubuntu on the customer's systems covered by the applicable Ubuntu Advantage services.
16.1.2: The TAM will provide the services described below for up to 10 hours per week during the term of service. The customer may contact the TAM during applicable business hours.
16.1.3: The TAM will take part in regular review calls of the customer's operational issues on a mutually agreed bi-weekly schedule.
16.1.4: The TAM will visit the customer annually for on-site technical reviews.
16.1.5: The TAM will organise multi-vendor issue coordination through TSANet or Canonical's direct partnerships where applicable. As soon as the root cause is identified, the vendor for that sub-system will take over responsibility and work to resolve the case through their normal support process.
|Severity Level||Effort Period||Response Method||Response Time|
|Level 1||Business day||Phone||1 hour|
|Level 2||Business day||Phone||4 hours|
|Level 3||Business day||Online or phone||4 hours|
16.1.6: Canonical will undertake a quarterly service review meeting with the customer to assess service performance and determine areas of improvement.
16.2 Dedicated Services Engineer
If the customer purchases the Dedicated Services Engineer (“DSE”) service, Canonical will provide enhanced support and on-site expertise by embedding a full time employee in the customer's IT staff.
16.2.1: Canonical will assign a Dedicated Services Engineer on-site at the customer's place of business.
16.2.2: The DSE will be available to the customer full time during local business hours.
16.2.3: The DSE will act as the primary point of contact for all support issues, as well as providing Ubuntu Server and OpenStack expertise to the customer.
16.2.4: The DSE will coordinate Ubuntu Advantage support at all the customer's sites. The DSE will manage support escalations and issue prioritization in accordance with Canonical's standard support response definitions.
16.3 Ubuntu Advantage Training
16.3.1: If the customer purchases the Ubuntu Advantage - Training service, Canonical will provide 5 days of training on the specified subject matter at a mutually agreed site and time. The training will be limited to the curriculum specified in applicable documentation.
16.4 Not Used
16.5 OpenStack Continuous Integration Implementation
16.5.1: If the customer purchases the OpenStack Continuous Integration Implementation service, Canonical will provide a dedicated, private, hosted build and test environment infrastructure for customer developed OpenStack patches.
16.5.2: The test environment consists of a set of services running in Canonical's production cloud: a continuous integration testing suite, including a code revision system, a versioned code repository, and a trunk gating system.
16.5.3: Canonical will provide documentation on the test environment's operation in the form of a user guide. Correct operation of the environment requires strict adherence to the documentation guidelines. Patches submitted to the environment must comply with Canonical-provided technical guidelines.
16.5.4: Canonical will assign a named project manager to coordinate the continuous integration process. The project manager will provide up to 1 week of patch analysis assistance and a workshop (to be delivered remotely at a mutually agreeable time) encompassing use of the continuous integration service and associated technologies.
16.5.5: Canonical will use commercially reasonable efforts to maintain the continuous availability of the test environment infrastructure.
16.5.6: Canonical will complete the testing of any properly submitted patch within 24 hours. The response times and efforts levels for support requests match those of the Ubuntu Advantage Server Advanced offering.
16.6 Landscape Dedicated Server
16.6.1: Landscape Dedicated Server subscriptions provide the customer with the Landscape Dedicated Server software for the customer's installation and use on the customer network. Canonical will provide support for the Landscape Dedicated Server software at the response levels, severity definitions, and service hours matching those of Ubuntu Advantage Server Advanced.
16.6.2: Ubuntu Advantage services include Canonical's Landscape service for each physical system covered by an Ubuntu Advantage subscription, as well as for each virtual system covered by the Ubuntu Advantage Virtual Guest service. If the customer purchases Landscape Dedicated Server, the customer may register those customer systems with the Landscape Dedicated Server and use the service to manage and monitor those systems.
16.6.3: The customer will be required to provide their own server hardware in order to run the Landscape Dedicated Server software on the customer's premises. Canonical will provide the customer with recommendations for the hardware specifications and minimum requirements to run the Landscape Dedicated Server.
16.7 Landscape Agent
16.7.1: On systems covered by theUbuntu Advantage Server service, the customer may use the Landscape service to manage and monitor virtual machines for which the customer purchases the Landscape Agent service.
Appendix 1 - Server support scope details
This covers all the aspects involved with installing and configuring Ubuntu Server, as well as the hosted Landscape service.
|Server installation scope||Description||Essential||Standard||Advanced|
|Package and task selection||
|Network and automated||
This covers the various server configurations and included programs that are supported.
|Server applications scope||Description||Essential||Standard||Advanced|
Note: The customer must have a valid support contract with the certified application's vendor for complex debugging
|X Terminal server||
|Directory serving and Authentication using OpenLDAP and Kerberos||
System administration covers the general configuration, management and maintenance activities. The major categories of support covered are set out below:
|Server system administration scope||Description||Essential||Standard||Advanced|
|System updates & upgrades||
|Using package tools||
|Logging and monitoring||
|Advanced Systems Management||
|Setting up package repositories||
Appendix 2 - Cloud Availability Zone support scope details
The Cloud Availability Zone services include the scope of support listed below in addition to that of the corresponding Ubuntu Advantage Server support level, defined in Appendix 1.
This covers all the aspects involved with installing and configuring the Ubuntu Cloud offering.
|Server installation scope||Description|
|Storage Management for Cloud Servers and Image storage.||
|Package and task selection||
This covers the various Ubuntu Cloud software configurations and included applications that are supported.
|Server applications scope||Description|
|Ubuntu Cloud Infrastructure||
System administration of Ubuntu Cloud software. This covers the various system administration and included programs that are supported:
|Server system administration scope||Description|
|Ubuntu Cloud Infrastructure Backup||
|Machine Image Backup||
|System updates & upgrades||
|Logging and monitoring||
|Cloud Instance sizing||
Appendix 3 - Desktop support scope details
Desktop Standard and Advanced scope table
The table below lists the included support scope for the Desktop Standard and Advanced levels of Ubuntu Advantage Desktop.
|Advanced file-system set-up||Yes||Yes|
|Movies and music||Yes||Yes|
|Updates & upgrades||Yes||Yes|
|Windows network access||Yes||Yes|
This covers all the aspects involved with installing Ubuntu. Canonical will support various installation methods, setting up the hardware and loading Ubuntu correctly. The specific categories are as follows:
|Desktop installation category||Description|
|Advanced file-system set-up||
This covers the various programs that are supported as part of the services. Canonical will help the customer to install, configure and use the various applications. The major categories are:
|Desktop applications category||Description||Ubuntu|
|Movies and music||
|Desktop system administration category||Description|
|Updates & upgrades||
|Windows network access||