On Premise Private Cloud Support

Open Source or Commercial support for on-premise, user managed private cloud.

It’s your cloud, so own it.

Do you have your own hardware and datacenter, but not ready to support your own self-service cloud infrastructure? Leverage Joyent to support you. Multiple packages that provide flexibility that allow you to pick and choose the right level of service for your needs. Triton’s engineers provide an unparalleled level of support to help you succeed with your cloud. Find detailed descriptions of the support services for Triton Compute and Storage below.

Compute

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Object Storage

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Multi-cloud
Kubernetes

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Support and Subscription Details

Compute

Introspection and Root Cause Analysis

Debugging (DTrace), Memory Leak Diagnosis

Containerization

Guidance and best practices on dockerizing apps, running on infrastructure containers.

Application Orchestration

Container Pilot driven Lifecycle Management and application level container orchestration.

Cloud Architecture

Container Native Cloud Architecture Guidance and Reviews, Production Best Practices

Microservices

Guidance and best practices on design and refactoring of legacy SOA to microservices

Developer support is limited to Review, Guidance and Best Practices. For implementation services, please contact sales to get a quote for procuring consulting services.

Node.js Core

Node Core modules and Upstream

Node.js Frameworks

Node Frameworks like Express, Seneca, HAPI, and Restify

Node.js Debugging

MDB based debugging of node apps

Containers

Docker and Infrastructure Containers

Hardware VMs

KVMs, Linux, FreeBSD, Ubuntu, CentOS, Windows

Network

Security (Firewalls, VLANs, Private Layer 2 &3 Networks), Container/Domain Naming Services

Services and Peripheral

Image Registry, HA, Loadbalancing, Backup & Restore, Scaling

Cloud Migrations

Guidance and best practices on migrating applications from other clouds like AWS, Azure, GCP, CloudFoundry/OpenStack

Multi-Cloud Deployment

Guidance and best practices on compute and storage on separate and distributed clouds

Managed / Dedicated / Hybrid Cloud Deployments

Guidance and best practices on dedicated public cloud zones, managed services, burst outs, hybrid deployments

Specialized Operations support is limited to Review, Guidance and Best Practices. For implementation services, please contact sales to get a quote for procuring consulting services.

Triton for Containers and VMs

Cloud Orchestration, Docker Containers, Infrastructure Containers, Hardware KVMs (Linux, Windows, Any Image)

Smart OS

Multi-tenant, Baremetal Performance, Snapshots and replication, Built-in storage and networking

Container Pilot

Application Orchestration, Schedulers, Push Button Scaling

Management Tools

Hybrid Cloud API, CLI, Image transfer between public & private clouds

Development Tools

Node.js, Node.js Debugger (DTrace)

Operator Portal

Role Based Access Control, Multi-tenant, Multi-DC Management

End User Portal

Lifecycle management of containers & VMs, Monitoring (CPU, Network, IO), Metering (Usage, Bandwidth)

Usage of Triton with Brocade VTM, Nginx, MySQL, MongoDB, Consul, Docker Compose, Consul, Terraform

Object Storage

Architecture

Architecture Guidance and Reviews, Production Best Practices for Object Storage

Developer SDKs

R, Python, node.js, Perl, Ruby, Java, C/C++, ffmpeg, grep, awk

CDN Support

3rd Party CDN Integration

Apache Drill

Support for Apache Drill Proxy for Triton Object Storage and Analytics

Developer support is limited to Review, Guidance and Best Practices. For implementation services, please contact sales to get a quote for procuring consulting services.

Platform and Scaling

ZFS, LX Branded Zones, Clustering

CDN - Fastly

3rd Party CDN support

Installation & Clustering

Mantis, Shrimps, MetaData

Redundancy

HA, Backup and Restore

Cloud Migrations

Guidance and best practices on migrating data from other public/private clouds

Multi-Cloud Deployment

Guidance and best practices on compute and storage on separate clouds

Specialized Operations support is limited to Review, Guidance and Best Practices. For implementation services, please contact sales to get a quote for procuring consulting services.

Triton Object Storage

Distributed & Clustered Object Storage, Role Based Access Control, Object level Replication

Data Transfer

Data Migration between Nodes and datacenters, MetaData API for IN/OUT

Management Tools

REST API, Hybrid Cloud API, CLI

Development Tools

DTrace

Operator Portal

Role Based Access Control, Multi-tenant, Multi-DC Management

End User Portal

Lifecycle management of Storage Objects, Monitoring (CPU, Network, IO), Metering (Usage, Bandwidth)

Usage of Triton Object Storage with Fastly CDN, Apache Drill

*Business Hours = 9 a.m. - 5 p.m. in the customer's timezone determined by the customer's country/timezone set in the Account.
**Extended Hours = 7 a.m. - 7 p.m. in the customer's timezone.

Private Cloud Features Professional Silver Gold Platinum

Developer & Architecture Support

Node.js Application Support

Operations Support

Specialized Operations Support

Enterprise Distribution for Open Source Products

Subscription Products

Community Forums, Documentation

Security Updates and Download Packages

Triton-Kubernetes Support

Weekly Office Hours

Support SLAs Professional Silver Gold Platinum

Raising a Ticket

Email

Email

Email

Email + Phone

Support Collaboration Channels

Email + Phone(Sev1)

Email + Phone(Sev1)

Email + Chat + Phone(Sev1)

Email + Chat + Screenshare + Phone(Sev1)

Incidents/Yr.

Unlimited

Unlimited

Unlimited

Unlimited

Production Down Response Time (Sev 1)

8 hrs

2 hr

1 hr

30 mins

Systems Impaired Response Time (Sev 2-3)

24 hrs

8 hrs

4 hrs

2 hr

General Guidance Response Time (Sev 4)

24 hrs

12 hrs

8 hrs

4 hrs

Sev 1 Support hours

24x7

24x7

24x7

24x7

Sev (2–4) Support hours

Extended Hrs**

Extended Hrs**

24x7

24x7

Named User Support Contacts

1

2

5

10

Outage Root Cause Analysis

Dedicated Support Engineer

Upgrade Support Contact Contact Contact Contact

View the definitions of severity levels and more in our Support Services Policy.

For help with Implementation, Consulting Services and Onsite Training, please contact sales@joyent.com