Incident Management

Every customer receives 2 free incidents with an industry-leading SLA and 99.9% uptime guarantee. What qualifies as an incident and what doesn't?

Incident Criteria

• The following will never be considered an incident:
• Opscode software bugs.
• Issues with Hosted Chef data/fields.
• Issues within Opscode's Span of Control.
• Feature requests.
• Basic help - seeking to understand Opscode products, services, or features and functionality.


• The following will be considered an incident, and counted as use of a free incident or resulting in a per-incident charge:
• Help, beyond basic understanding.
• Detailed analysis of customer-written Chef code.
• Any debugging that extends outside of Hosted Chef or other Chef components.
• Issues caused by failing to follow documented recommendations/limitations on product use.

If a customer uses their 2 free incidents in any individual month, there is a $195 per incident charge for any additional incidents in that month. (The number of free incidents depends upon the service plan.)

Incident Severity

Opscode determines the level of incident severity based on a number of criteria.

Determining severity criteria includes the extent of impact to the customer in the use of Hosted Chef, the level of repeatability/constancy in issue occurrence, and the availability of a functional workaround.

The level of our support response is based upon the incident's severity, and occurs during the support hours for your service plan.