BootStack Services Description

Valid since 1 July 2015

1. General

  1. 1.1 In this Services Description:

    1. Day: means a period of 24 hours starting at midnight Greenwich Mean Time.
    2. Month: means a calendar month.
    3. Validated Systems: the systems used by Canonical in its labs to reproduce the incident cases so as to identify if an issue relates to OpenStack or the specific configuration or hardware of the Customer

2. Services

  1. 2.1 Build

    1. Canonical will build and initialize a high availability or non-high availability (as stated in the customer’s order) production grade cloud for customer (the “Cloud”). The Cloud will include:

      • Industry standard server and storage software (initially for the number of nodes set out in the customer’s order) with a configuration as defined by the customer and Canonical). For the avoidance of doubt, the customer may increase the number of nodes throughout the term of the customer’s agreement with Canonical by opening a support ticket with Canonical.
      • The OpenStack information dashboard known as “Horizon”
      • Capacity threshold and alerts setting
      • the ability to support the following operating systems as guests:
      • Ubuntu
      • Any Linux guest operating system that does not require host operating system modification and are specifically OpenStack compatible
      • Windows Server 2008, 2008 R2, 2012

      The following software:

      Software Versions / Notes
      Ubuntu Server, KVM, and OpenStack Latest LTS version of Ubuntu and a choice of the latest LTS or the latest version of OpenStack. Please note that choosing the latest version of OpenStack might require more regular version upgrades
      Juju service orchestrator Native versions supported on Ubuntu releases
      MAAS bare metal provisioning utility Native versions supported on Ubuntu releases
      Landscape management and monitoring 14.04 or greater
      Note: restricted to read-only/view access
  2. 2.2 Operate

    1. 2.2.1 General operation

      Canonical will operate, monitor and manage the Cloud. This will include providing the following services:

      • Reboot of the KVM hosts when necessary
      • Backup and restoration of the management infrastructure (the OpenStack database)
      • Hardware and software failure monitoring and application of fixes
      • Capacity and performance reporting

      Canonical will not have access to any data stored on the Cloud, but will have the ability to manage the physical nodes and virtual instances on which it resides.

    2. 2.2.2 Patching

      Canonical will conduct the following patching and updating of the Cloud software, at Canonical’s discretion:

      • Patching and upgrading of the Ubuntu operating system
      • Patching and upgrading of OpenStack
      • Patching and upgrading of the hypervisor (hosts)
      • Patching and upgrading of other software
    3. 2.2.3 Administrative Access

      Canonical will have administrative access to the Cloud. The customer will have access to the following applications:

      • The entire OpenStack dashboard
      • The entire OpenStack API set
      • Landscape

      Customer will not perform administrative or host operations unless otherwise directed by Canonical.

  3. 2.3 Out of scope

    1. Canonical is not responsible for the following, which are not part of the Services:

      • Monitoring guest virtual machine instances running on the Cloud
      • Managing the operating system running on virtual machine instances running on the Cloud
      • Managing the applications running within the virtual machine instances running on the Cloud
      • Backup or recovery of data generated by the applications or their databases
  4. 2.4 Meetings

    1. The parties will meet regularly to discuss the Cloud and the Services provided by Canonical. The agenda of these meetings to be agreed by the parties.

  5. 2.5 Service initiation

    1. 2.5.1 Deployment

      Subject to customer meeting applicable dependencies, Canonical will provide the Cloud to the customer in the two weeks after Canonical’s acceptance of the hardware and network.

    2. 2.5.2 Commencement of the services

      Canonical will provide documentation to customer providing further detail on the Services, including:

      • Anticipated date of delivery of the Cloud
      • Limitations to utilization of the resources within the Cloud
      • Size of the Cloud, specification of each node, network diagram
      • Schedule of calls to review the Services
      • Capacity threshold values
      • A single set of login credentials to the customer to access Canonical’s management tools, as described in Section 2.3 of this service description
      • Specification of the remote access requirement
      • Support web portal to submit support cases
      • On-line knowledge base
    3. 2.5.3 Customer’s contacts

      Canonical service personnel will interface with the customer’s technical contacts with respect to the technical support elements of the Services. Customer may appoint up to 2 contacts. Customer may change the specific technical contacts at any time by written request.

  6. 2.6 Support

    1. 2.6.1 Overview

      Canonical will provide support during the term of customer’s agreement with Canonical during the hours specified in the hours table below and meeting the responsibilities specified in the responsibilities table below, subject to customer meeting the customer responsibilities specified in such table. Canonical’s provision of support with respect to each particular OpenStack release will not exceed the published support life of that release

    2. 2.6.2 Support process

      Canonical’s provision of support will follow the following process and service levels:

      • 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 customer to assess the urgency of a case and to assign the appropriate severity level.
      • Canonical’s support engineer will respond as soon as practicable to customer after setting the severity level and within the response time for the applicable severity level listed below.
      • Canonical’s support engineer will work on diagnosing and resolving the case during the effort period for the applicable severity level listed below.

      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.

      Communication with the end user will generally be through customer, but may be direct between Canonical and the end user at Canonical’s discretion.

    3. 2.6.2 Support Severity Level

      Canonical will use reasonable efforts to respond to requests from customer for support within the outlined timeframes in the table below. Frequent deviations to these timeframes will be noted.

    4. 2.6.2 Fixes, Patches, and Workarounds

      Support includes the delivery of applicable fixes, patches on Canonical certified hardware and workarounds for the Cloud and its components. Hardware that Canonical has certified as compatible with Ubuntu will be covered under this paragraph for releases of Ubuntu made after certification. In the event customer plans to support or deploy Ubuntu on hardware that is not certified, customer will notify Canonical.

      Support Hours: 24x7

      Response severity levels table
      Severity Level Effort Period Response method Target Response Time
      Sev 1 Continuous effort Phone 1 hour 4 hours: support manager
      8 hours: Director of Canonical Technical Services
      Sev 2 Continuous effort Phone 4 hours 6 hours: support manager
      8 hours: Director of Canonical Technical Services
      Sev 3 Continuous effort Online or phone 8 hours As needed
      Sev 4 Continuous effort Online or phone 1 business day As needed
      Response severity definitions table
      Severity Definition Responsibilities
      Level 1 Core functionality not available. Continuous effort will be provided by the appropriate support engineer(s) and/or development engineer(s) to produce a work-around.
      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.
      Level 4 Non-urgent issues This severity level covers non-urgent problems including cosmetic issues, feature requests or information requests. For cosmetic issues or feature requests, a support engineer will review the issue to determine whether it is a product enhancement for a future release. Information requests will be reviewed and responded to with a reasonable level of effort during coverage hours.
      BootStack support responsibilities
      Definition  
      Canonical’s Responsibilities Upon receipt of the case, Canonical’s engineering support will use the test case provided to verify the defect on the Validated Systems accessible to them. Canonical will inform customer when the issue has been verified and will confirm that the nature and scope of the problem are appropriate for the requested severity level. As soon as verification is concluded, Canonical will begin efforts to develop and distribute a patch for the defect. If a patch is not possible Canonical’s engineering will recommend a workaround, with a possible solution developed for the next version of Ubuntu.
      Customer’s Responsibilities Customer’s engineering staff are responsible for specifying how the issue arises and in what sub-system it is taking place. Customer’s engineers will provide a repeatable test case that Canonical’s engineers are able to recreate on Ubuntu certified systems accessible to them. Customer’s engineers will be expected to check Canonical’s on-line bug database, Launchpad, to ensure that the issue is not already known and being resolved.
      Customer’s engineering staff will work with Canonical’s engineers to provide any debugging or further testing required. Where requested customer’s engineering staff will provide any technical information requested necessary to resolve the problem.
      Output Canonical will provide a patch, or workaround or update package for Customer to use in production.
    5. 2.6.2 Escalation

      In the event that customer receives unsatisfactory service or wishes to escalate a case for urgent action they can escalate as follows.

      Escalation contacts table
      Escalation Level Contact
      Level 3 Canonical Technical Services Team
      +1 514 940 8895
      Level 2 Canonical Enterprise Support Manager
      support-manager@canonical.com
      +1 514 940 8910
      Level 1 Director, Operations Technical Services
      operations-director@canonical.com
  7. 2.7 Customer dependencies

    1. Canonical will not be liable for a failure to provide the Services as a result of a failure of customer to deliver a related dependency. In particular, customer will:

      • Provide Canonical with the starting information required for Canonical to provide the Cloud
      • Provide Canonical with access to the hardware and network necessary for the Cloud in accordance with Canonical’s reference architecture requirements
      • Ensure that there is internet connectivity between customer’s premises and the hosting provider’s premises at all times
      • Ensure there is an available remote access for Canonical support personnel to the Cloud
      • At all times, keep the utilization parameters per node below the maximum specified in the “Service Delivery” document provided by Canonical when the Cloud is delivered to customer.
      • Ensure the facility where the Cloud is hosted complies with the minimum required measures to function, including but not limited to, sufficient power supply, sufficient cooling system and physical access control to the environment
      • The minimum number of hosts operated must be 5 for non High Availability clouds and 11 for High Availability Clouds.

3. On expiry or termination of customer’s agreement with Canonical

  1. At the end of customer’s agreement with Canonical, customer has the choice of discontinuing the Services and managing the Cloud itself. In such case, subject to agreement of appropriate licence terms, Canonical will hand over the administrative control of Landscape and the Nagios monitoring tool to customer and customer can continue to monitor it.

    Should customer choose to discontinue the Services, customer will choose one of the following options:

    • Canonical will transfer the ownership of the hosts to customer. In this case, customer assumes the responsibility of paying the Cloud service provider (if any) for any use of such services after the transfer. Unless otherwise licensed, the licence for the LDS Product terminates at such time.
    • If the servers are within the premise of customer’s data center, Canonical will hand over all control of the hosts and management software to customer. Unless otherwise licensed, the licence for the LDS Product shall terminate at such time.
    • Optional training is offered to customer at the recommended list price for such service prior to the transfer of the Cloud or at any mutually agreeable time.

    Canonical will hand over all access to the Cloud and will encourage customer to change the login credentials in all systems. Customer will be solely responsible for the Cloud from the point of transfer.