Ubuntu Advantage service description

Valid since 18 April 2016

1. Overview

  1. 1.1 This document defines the following service offerings. Canonical will provide only those services, as defined in this document, which are covered by the customer's contract.
  2. 1.2 Primary service offerings:
    • Ubuntu Advantage OpenStack Cloud Region
    • Ubuntu Advantage Server (Essential/Standard/Advanced)
    • Ubuntu Advantage Virtual Guest (Standard/Advanced)
    • Ubuntu Advantage Ceph Storage
    • Ubuntu Advantage Swift Storage
    • Ubuntu Advantage MAAS (Standard/Advanced)
    • Ubuntu Advantage Switch
    • Ubuntu Advantage Desktop
  3. 1.3 Add on service offerings:
    • Landscape Agents for Virtual Machines
    • Technical Account Manager
    • Dedicated Services Engineer
    • Landscape On Premises

2. Support scope

Each service offering includes access to Canonical's knowledge base and the support described below within the scope and subject to the exceptions detailed in the support scope documentation.

  1. 2.1 Releases
    • Canonical will provide support for installation, configuration, maintenance, and management of any standard release of Ubuntu when installed using official sources and within its product life cycle. The life cycle for each version of Ubuntu are specified here: www.ubuntu.com/info/release-end-of-life.
  2. 2.2 Hardware
    • Ubuntu Certified hardware has passed our extensive testing and review process. More information about the Ubuntu certification process and a list of certified hardware can be found on the Ubuntu Certification page: www.ubuntu.com/certification. The services apply only with respect to the customer's hardware which has been certified. In the event the customer requests the services with respect to hardware which is not certified, Canonical will use reasonable efforts to provide support services, but may not adhere to the obligations described in this service description.
  3. 2.3 Packages
    1. 2.3.1 The services apply only to packages found in the Ubuntu Main Repository and Canonical-owned packages in the Universe Repository except (i) the "proposed" and "backports" repository pockets, and (ii) the exclusions noted in the applicable support scope documentation.
    2. 2.3.2 Canonical will not provide support for any packages that have been modified from the version in the Ubuntu archives.
  4. 2.4 Kernels
    1. 2.4.1 The kernel provided initially in the release of a long-term support (LTS) version of Ubuntu is supported for the entire lifecycle of the LTS.
    2. 2.4.2 Hardware enablement (HWE) kernels provide support for newer hardware in an LTS release and are released in conjunction with the non-LTS Ubuntu releases. Non-LTS HWE kernels are supported until the HWE kernel from the next LTS has been released.
    3. 2.4.3 More information about kernel support can be found at www.ubuntu.com/info/release-end-of-life
  5. 2.5 Landscape
    1. 2.5.1 All Landscape products, including Landscape On Premises (when purchased) are fully supported.
    2. 2.5.2 Access to the Landscape SaaS systems management tool is included with all support offerings, unless otherwise noted.
  6. 2.6 OpenStack
    1. 2.6.1 This section applies to services purchased for the support of OpenStack.
    2. 2.6.2 The minimum number of supported nodes for an OpenStack deployment is 5.
    3. 2.6.3 For installations not deployed using Canonical's reference architecture, support is limited to bugs in the Ubuntu OpenStack packages themselves. Support is also not included for deployment, configuration, or optimization issues in OpenStack installations.
    4. 2.6.4 Support for up to a total of 3 TB of usable storage per deployed node. This allowance can be used for of Ubuntu Advantage Ceph, or Ubuntu Advantage Swift or a combination of these.
    5. 2.6.5 Supported versions of OpenStack:
      • The version of OpenStack provided initially in the release of a long-term support (LTS) version of Ubuntu is supported for the entire lifecycle of that Ubuntu version.
      • Releases of OpenStack released after an LTS version of Ubuntu are available in the Ubuntu Cloud Archive and are supported for a minimum of 18 months from the release date of the Ubuntu version that included the applicable OpenStack release.
      • The OpenStack release support schedule is available here www.ubuntu.com/info/release-end-of-life.

3. Response times

  1. 3.1 Canonical will use reasonable efforts to respond to support requests made by the customer within the response times set forth below based on the applicable service and severity level.
  2. 3.2 "Business hours" and "business day" are defined in the table below. All times exclude public holidays and are local to the customer's headquarters unless another location is agreed.
Table of business hours
Service Support availability
Ubuntu Advantage Server Essential
Ubuntu Advantage Desktop
Monday - Friday 09:00 - 17:00
Ubuntu Advantage Server Standard
Ubuntu Advantage Virtual Guest Standard
Ubuntu Advantage MAAS Standard
Monday - Friday 08:00 - 18:00
Ubuntu Advantage OpenStack Cloud Region
Ubuntu Advantage Server Advanced
Ubuntu Advantage Virtual Guest Advanced
Ubuntu Advantage Ceph Storage
Ubuntu Advantage Swift Storage
Ubuntu Advantage MAAS Advanced
Ubuntu Advantage Switch
Landscape On Premises
Monday - Sunday 24 hours
Table of response times
  Level 1 Level 2 Level 3 Level 4
Ubuntu Advantage Desktop 2 business days 2 business days 2 business days 2 business days
Ubuntu Advantage Server Essential 1 business day 1 business day 2 business day 4 business days
Ubuntu Advantage Server Standard
Ubuntu Advantage Virtual Guest Standard
Ubuntu Advantage MAAS Standard
2 business hours 4 business hours 1 business day 2 business days
Ubuntu Advantage OpenStack Cloud Region
Ubuntu Advantage Server Advanced
Ubuntu Advantage Virtual Guest Advanced
Ubuntu Advantage Ceph Storage
Ubuntu Advantage Swift Storage
Ubuntu Advantage MAAS Advanced
Ubuntu Advantage Switch
Landscape On Premises
1 hour 4 business hours 4 business hours 1 business day

4. Support process

Canonical will use reasonable efforts to resolve support cases, but Canonical does not guarantee a work-around, resolution or resolution time.

  1. 4.1 Canonical will provide the services following the support process.
  2. 4.2 The customer may escalate support issues following the escalation process.

5. Assurance

  1. 5.1 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 periodically. The current Ubuntu Assurance Programme and its IP indemnification terms are available at our Ubuntu Assurance page: www.ubuntu.com/legal/ubuntu-advantage/assurance.

Appendix 1 - Support scope

Ubuntu Advantage OpenStack Cloud Region

Definitions:

  • "OpenStack" means the cloud computing software known as "OpenStack" as distributed by Canonical with Ubuntu.
  • "Region" means a discrete OpenStack environment with dedicated API endpoints that typically shares only the Identity (Keystone) service with other regions. An OpenStack region must be contained within a single datacenter.
  • "Public cloud" means a cloud environment in which third parties are able to create and manage guest instances.
  • "Cloud guest" means an instance of Ubuntu Server not running in a public cloud.

Support is limited to a single region and a maximum number of nodes based upon the size of the Ubuntu Advantage OpenStack Cloud Region purchased.

Service additionally includes:

  • Support for all packages required to run OpenStack.
  • Ubuntu Advantage Server Advanced services for cloud guests.
  • Landscape On Premises

Service excludes:

  • Support for workloads other than those required to run an OpenStack deployment.
  • Support for deployments not deployed using Canonical's reference architecture.
  • Support for guest instances other than cloud guests.

Ubuntu Advantage Server

The scope each particular offering (Essential, Standard, or Advanced) is defined below. The following items are not covered under any Ubuntu Advantage Server offerings, except as noted elsewhere:

  • Ceph
  • Swift

Essential

Definitions:

  • Support for the packages found in the server/cloud image manifest.

Service excludes:

  • Support for packages not found in the server/cloud image manifest.
  • Support for issues other than bugs found in packages provided by the server/cloud image.
  • Access to telephone support.

Standard

Definitions:

  • Ubuntu Advantage Standard support for an unlimited number of Ubuntu LXD guests.

Service excludes:

  • Ubuntu Advantage support for KVM guests.

Advanced

Definitions:

  • Ubuntu Advantage Advanced support for an unlimited number of Ubuntu LXD and KVM guests.

Ubuntu Advantage Virtual Guest

  • Services are provided for Ubuntu Server when installed and running in a virtualized environment on a physical host or in an Ubuntu Certified Public Cloud partner's environment. Certified Public Cloud partners can be found in the Ubuntu partner listing: partners.ubuntu.com/find-a-partner
  • Service exclusions match those of the applicable Ubuntu Advantage Server service offering.

Ubuntu Advantage Ceph Storage

Definitions:

  • "Cluster" means a single Ceph installation in a single physical data center.

Support is measured by the total amount of data stored in Ceph across all storage pools, measured in gigabytes. This excludes free space and all replication and erasure coding overhead.

Requires the environment have the Ceph dashboard deployed using Juju.

Customers who have purchased Ubuntu Advantage Ceph Storage for an unlimited amount of storage are limited to support in a single Cluster.

Service additionally includes:

  • Support for all packages required to run a Ceph deployment.
  • Support for all servers necessary to meet the storage and replication requirements. This includes auxiliary (non-storage) nodes such as Ceph monitors.

Service excludes:

  • Support for workloads other than those required to run a Ceph deployment.

Ubuntu Advantage Swift Storage

Definitions:

  • "Cluster" means a single Swift installation in a single physical data center.

Support is measured by the total amount of data stored in Swift across all storage pools, measured in gigabytes. This excludes free space and all replication and erasure coding overhead.

Customers who have purchased Ubuntu Advantage Swift Storage for an unlimited amount of storage are limited to support in a single Cluster.

Service additionally includes:

  • Support for all packages required to run a Swift deployment.
  • Support for all servers necessary to meet the storage and replication requirements. This includes auxiliary (non-storage) nodes such as Swift monitors.

Service excludes:

  • Support for workloads other than those required to run a Swift deployment.

Ubuntu Advantage MAAS

Service includes:

  • Support for all servers required to host the MAAS environment following a documented MAAS deployment architecture.
  • Support for all packages required to run MAAS.
  • Support for the ability to boot machines using operating system images provided by Canonical.
  • Support for the tooling required to convert certified operating system images not provided by Canonical into MAAS images.
  • Support for the tooling required to properly implement a standard Highly-Available MAAS configuration.

Service excludes:

  • Support for workloads, packages and service components other than those required to run a MAAS deployment.
  • Support for the nodes deployed using MAAS.
  • Support for design and implementation details of a MAAS deployment.

Supported versions of MAAS:

  • Versions of MAAS are supported on an LTS version of Ubuntu for a period of one year from the date it is released in the Ubuntu archives.

Ubuntu Advantage Switch

Definitions:

  • "Whitebox Switch" means an x86 Broadcom ASIC based switch made by an ODM manufacturer for vendors to label and sell.
  • "BCOS" - An Ubuntu optimized version of a full featured Layer 2 and Layer 3 networking software from a Whitebox Switch.

Services include:

  • Support for the specific version of Ubuntu required to run BCOS.
  • Support for the BCOS software.

Services exclude:

  • Support for workloads other than those required to run BCOS.
  • Support for versions of the kernel other than those that are provided with the BCOS software.
  • Support for the physical hardware. Hardware support is provided by the vendor.
  • Landscape SaaS and Landscape On Premises

Ubuntu Advantage Desktop

Services exclude:

  • Virtual Machines
  • Machine Containers
  • Application Containers
  • Dual-booting (Cohabitating with other Operating Systems)
  • Developer tools
  • Peripherals which are not certified to work with Ubuntu

Landscape Agents for Virtual Machines

Definitions:

  • "Seats" means the ability to register Virtual Machines in Landscape SaaS or Landscape On Premises.
  • "Virtual Machines" means Ubuntu Server installed and running in a virtualized environment.

Service includes:

  • Seats running on systems covered by the Ubuntu Advantage service.

Service excludes:

  • Support beyond that of the packages required to install and run the Landscape Client.

Technical Account Manager

Definitions:

  • "TAM" means a Canonical support engineer who personally collaborates with the customer's staff and management.

Canonical will enhance its support offering by providing a TAM, who will perform the following services for up to 10 hours per week during the term of service:

  • Provide support and best-practice advice on platform and configurations covered by the applicable Ubuntu Advantage services.
  • Participate in review calls every other week at mutually agreed times addressing the customer's operational issues.
  • Organise multi-vendor issue coordination through TSANet or Canonical's direct partnerships where applicable. When the root cause is identified, the TAM will work with the vendor for that sub-system, working to resolve the case through their normal support process.

Canonical will hold a quarterly service review meeting with the customer to assess service performance and determine areas of improvement.

The TAM will visit the customer annually for on-site technical review.

The TAM is available to respond to support cases during the TAM's working hours. Outside of such hours, support will be provided per the Ubuntu Advantage Support Process.

Dedicated Services Engineer

Definitions:

  • "DSE" means a Canonical support engineer dedicated to work full-time for a single customer.

Canonical will enhance its support offering by providing a DSE, who will perform the following services during local business hours for up to 40 hours per week (subject to Canonical leave policies) during the term of service:

  • Provide support and best-practice advice on platform and configurations covered by the applicable Ubuntu Advantage services.
  • Act as the primary point of contact for all support requests originating from the customer department for which the DSE is responsible.
  • Manage support escalations and prioritization in accordance with Canonical's standard support response definitions and customer needs.
  • Participate in regular review calls addressing the customer's operational issues.
  • Organise multi-vendor issue coordination through TSANet or Canonical's direct partnerships where applicable. When the root cause is identified, the DSE will work with the vendor for that sub-system, working to resolve the case through their normal support process.
  • Attend applicable Canonical internal training and development activities (in-person and remote).

Canonical will hold a quarterly service review meeting with the customer to assess service performance and determine areas of improvement.

The DSE is available to respond to support cases during the DSE's working hours. Outside of business hours, support will be provided per the Ubuntu Advantage Support Process.

Landscape On Premises

Definitions:

  • "Landscape On Premises" means Canonical's Landscape system management software installed on the customer's hardware.

Service includes:

  • License to download and install a single instance of Landscape On Premises.
  • Ability to use Landscape On Premises management and monitoring services for machines (whether physical or virtual) for which the customer has purchased Ubuntu Advantage services.

Deployment methods:

  • When installed using the "Quickstart" install method, support is included for the machine on which Landscape On Premises is installed.
  • When installed using a manual install method, support is included for up to two servers on which Landscape On Premises is installed.
  • When deployed using Juju, the "dense deployment" method will be supported.

Service excludes:

  • Support beyond that of the packages required to install and run Landscape On Premises.

Supported versions of Landscape On Premises:

  • Each release of Landscape On Premises will be supported for 1 year from its release date.

Ubuntu Advantage Support Process

1. Service initiation

  1. 1.1 Upon commencement of the services, Canonical will provide access for a single technical representative to Landscape, the support portal and the online knowledge base.
  2. 1.2 The customer -- through their initial technical representative -- may select their chosen technical representatives to interface with Canonical based on the number of systems under support as represented in the table below. These technical representatives will hold credentials to the support portal and will act as primary points of contact for support requests.
Table of machines under support
Number of machines under Ubuntu Advantage support Technical representatives
1-20 2
21-50 3
51-250 6
251-1000 9
1001-5000 12
5001+ 15
  1. 1.3 The customer may change their specified technical representatives at any time by submitting a support request via the support portal.

2. Submitting support requests

  1. 2.1 The customer may open a support request once the customer account has been provisioned within the support portal.
  2. 2.2 The customer may submit support cases through the support portal or by contacting the support team by telephone, unless otherwise noted.
  3. 2.3 A support case should consist of a single discrete problem, issue, or request.
  4. 2.4 Cases are assigned a ticket number and responded to automatically. All correspondence not entered directly into the case, including emails and telephone calls, will be logged into the case with a timestamp for quality assurance.
  5. 2.5 When reporting a case, the customer should provide an impact statement to help Canonical determine appropriate severity level. Customers with multiple concurrent support cases may be asked to prioritize cases according to severity of business impact.
  6. 2.6 The customer is expected to provide all information requested by Canonical as we work to resolve the case.
  7. 2.7 Canonical will keep a record of each case within the support portal enabling the customer to track and respond to all current cases and allowing for review of historical cases.

3. Support severity levels

  1. 3.1 Once a support request is opened, a Canonical Support Engineer will validate the case information and work with the customer to assess the urgency and determine the severity level.
  2. 3.2 Response times will be as set forth in the Service Description for the applicable service offering.
  3. 3.3 When setting the severity level, Canonical's Support Team will use the definitions as stated below:
Level 1
Core functionality not available
Canonical will use continuous effort according to the service level purchased, through appropriate support engineer(s) and/or development engineer(s), to provide a work-around or permanent solution. As soon as core functionality is available, the severity level will be lowered to the new appropriate severity level.
Level 2
Core functionality severely degraded
Canonical will provide concerted efforts during the applicable business hours to provide the customer with a work-around or permanent solution. As soon as core functionality is no longer severely degraded, the severity level will be lowered to level 3.
Level 3
Standard support request
Canonical will use reasonable efforts during the applicable business hours to provide the customer with a work-around or permanent solution as soon as possible, balanced against higher severity level cases. If a work-around is provided, Canonical's support engineers will continue to work on developing a permanent resolution to the case.
Level 4
Non-urgent request
Level 4 requests include cosmetic issues, informational requests, feature requests, and similar matters. Canonical does not provide a timeline or guarantee for inclusion of any feature requests. Canonical will review each level 4 case and determine whether it is a product enhancement to be considered for a future release, an issue to be fixed in the current release or an issue to be fixed in a future release. Canonical will review and respond to information requests with a reasonable level of effort during coverage hours. Canonical may close cases representing level 4 issues after responding if Canonical believes it is appropriate to do so.

4. Languages

Canonical will provide support in English. Other languages may be available at certain times.

5. Remote sessions

  1. 5.1 Canonical may offer to access the customer's supported system using a remote access service. In such case, Canonical will determine which remote access service to use.

6. Support regions

Canonical may provide services from any location, including but not limited to the following countries:

  • Australia
  • Brazil
  • Canada
  • Chile
  • China
  • Croatia
  • Finland
  • France
  • Germany
  • Hungary
  • Italy
  • Japan
  • Poland
  • South Korea
  • Spain
  • Sweden
  • Taiwan
  • United Kingdom
  • United States of America

Ubuntu Advantage Management Escalation

In the event of an unsatisfactory service of any kind, there are several ways to escalate this situation to Canonical management.

Feedback at end of case

When a case is closed, a survey will be emailed to the case owner concerning overall experience with Canonical's support. All surveys are reviewed by management.

Ask for a Peer Review

As a normal business practice, Canonical performs peer reviews on a percentage of all cases. Customers can specifically request a peer review on a case within the case comments or by calling +1 514 940 8895. An impartial engineer will be assigned to review the case and provide feedback.

Management escalation

Non-urgent needs:

  • Please request a management escalation within the case itself. A manager will be contacted to review the case and post a response within 1 business day.

Urgent needs