Service Level Agreement

We know that critical issues in your production environment have to be resolved as fast as possible. With XCP-ng Enterprise support, we guarantee a response time of 1 hour or less, and we will assist you as long as required until the issue is resolved.

You can open a support ticket for critical issues at any time.

Support for critical issues

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To find out which version of XCP-ng is supported, check our support matrix.

We support XCP-ng and the associated infrastructure that makes up your virtual environment. We cannot provide vendor support for the following components: Hardware (eg: storage, switches, servers), OS (eg: Windows, Linux) or third party software. However, we will troubleshoot the infrastructure as a whole until we have identified the root cause of the problem.

We assume that the client has vendor support or maintenance for all components of their infrastructure. As part of our support, we will work with your vendors in order to resolve the problem. If we identify the root cause of a problem which is out of our support scope, we will share all available information to the concerned vendors on your behalf.

The response time will depend on the severity of the the problem you are facing. We will validate the priority of an incident with you.

You can raise an issue through email or our ticket system.

• Response time: The maximum time in which you will receive a reply.
• Solution plan: The maximum time until you receive a plan to solve the issue.
• Target resolution: The timeframe in which we aim to have solved your problem. It will not always be possible to achieve our target resolution, but we commit to a best effort.