Opscode Hosted Chef will be available to you 99.9% of the time in a given billing cycle. If we fail to meet this level, you will be eligible to receive a credit to your account. Credit will be granted according to Table 1. In order to receive any of the Service Credits referred to above, you must notify Opscode in writing within thirty days from the date of the billing notification for the month in question. Failure to comply with this requirement will forfeit your right to receive a Service Credit.
| Monthly System Availability | Monthly Service Credit Provided |
|---|---|
| < 99.1% - 99.9% | 10% |
| < 99.0% - 95.1% | 15% |
| < 95% | 50% |
| Table 1, Opscode Service Credits (not to exceed 50% of monthly amount owed to Opscode) | |
Opscode considers the Hosted Chef service available when all the API calls required to successfully complete a Chef Client run are available, as reasonably determined by Opscode. In the event of any customer support issue, if analysis determines that Opscode is the cause of a customer's issue it will be counted against our Service Level Objective of 99.9% monthly system availability. For avoidance of doubt, any "Incident" will not count against our Service Level Objective. "Incident" means, generally, assistance from Opscode for help beyond basic understanding of Opscode products, services or features and functionality. An "Incident" is; (i) detailed analysis of customer written Chef code; (ii) debugging non-Chef libraries, gems, etc.; (iii) issues caused by Customer’s Unauthorized Use. For purposes of illustration only, the following are examples of services and support that would not constitute an Incident: (i) Software bugs; (ii) issues with data/fields; (iii) feature requests; (iv) basic Chef assistance seeking to understand Opscode products, services or features and functionality.
Status updates pertaining to features, issues, maintenance, and service availability/functionality are provided on status.opscode.com and Twitter (@opscode_status).
| Email Address | support@opscode.com |
|---|---|
| Web Access | http://www.opscode.com/support |
| Service Hours of Operation | 6am - 6pm PST, Monday - Friday, excluding holidays |
If you are interested in purchasing or upgrading a Support plan, please contact Opscode sales by completing the form on this page.
Premium support provides the highest level of support from Opscode. The following table shows the different Severity SLA's.
| Severity | Response Time | Submission Method |
|---|---|---|
| 1 | 30 minutes 24x7x365 | Web-based ticketing system |
| 2 | 1 Hour 6-6 PT M-F | Web-based ticketing system |
| 3 | 3 Hours 6-6 PT M-F | Web-based ticketing system or email* |
| 4 | No SLA | Web-based ticketing system or email* |
*All tickets submitted by email will be classified as Severity 3 by default. Severity 4 issues are product feature requests and will be tracked in order to provide updates to customers but do not have a response SLA associated with them.
Standard support provides you with guaranteed and competitive SLA's. The following table shows the different Severity SLA's.
| Severity | Response Time | Submission Method |
|---|---|---|
| 1 | 1 Hour 6-6 PT M-F | Web-based ticketing system |
| 2 | 3 Hours 6-6 PT M-F | Web-based ticketing system |
| 3 | 24 Hours 6-6 PT M-F | Web-based ticketing system or email* |
| 4 | No SLA | Web-based ticketing system or email* |
*All tickets submitted by email will be classified as Severity 3 by default. Severity 4 issues are product feature requests and will be tracked in order to provide updates to customers but do not have a response SLA associated with them.
Opscode will continue to offer free support to all Chef users. Users who wish to submit a ticket via email or the web-based support ticketing system may still do so. All tickets submitted will be categorized without an SLA, and no guarantee regarding response time. Opscode will work hard to respond to all customers submitting tickets without a support agreement in the order in which they were submitted. You can purchase a support agreement at any time by contacting Opscode Sales.
Opscode will continue to support the thriving Chef community with support representatives actively participating in the mailing list, community forum and IRC.
Severity of issues can be perceived differently by each individual. Opscode seeks to standardize what is considered when defining a severity.
