Platform9 Support Scope

This document aims to define what is in scope for Platform9 Support.

Note: This is not an exhaustive list. Please feel free to reach out to us with any of your issues. We’ll be happy to assist in any capacity we can. If the issue is deemed Out of Scope for Support we will ensure it is routed appropriately within the Customer Success Organization to drive it further.

Unless you and/or your company have entered into a separate written agreement, Support provided by Platform9 will be governed by Platform9’s Master Service Agreement (available atwww.platform9.com/termsandconditions.html) (“MSA”). Capitalized terms used in this support document have the definitions set forth in the MSA.

Platform9 reserves the right to make the final determination on what is Out of Scope for Support as provided in your MSA (see Exhibit B, Section 6(c):

Termination. Platform9 reserves the right to conclude its performance of a Support case when, in its reasonable discretion, Platform9 determines that it has provided a satisfactory resolution or workaround to the Error.

Platform9’s provision of Support is subject to the following conditions as set out in the MSA.

Conditions. Platform9’s obligation to provide Support is conditioned upon the following: (i) Customer makes reasonable efforts to solve the Error after consulting with Platform9; (ii) Customer provides Platform9 with sufficient information and resources to correct the Error, as well as any and all assistance reasonably requested by Platform9; and (iii) Customer procures, installs, and maintains all equipment, telephone lines, communication interfaces and other hardware necessary to access and operate the Products.

In Scope Items - Examples

Any Issue with all Software components installed by Platform9 or Core OpenStack components (Includes - Nova, Cinder, Glance, Designate, Keystone, Neutron, Ironic?, Heat, any services running appended with pf9- )
1. Scenarios
  1. Service not starting.
  2. Service consuming excessive resources causing issues with the underlying Infrastructure.
  3. Services not functioning as set out in the initial contract and the MSA.
Issues with using the product
1. Platform9 Managed OpenStack - Common Scenarios
  1. Instance creation failures.
  2. Instance Live/Cold Migration failures.
  3. Volume Creation Failures.
  4. Volume Migration Failure.
  5. Network issues within Instances.
  6. Instances not able to reach outside and vice versa.
  7. Glance Image Creation Problems.
  8. Images Showing as Not Ready.
  9. Volume and Instance Snapshot Issues.
  10. Heat Stack creation/delete failures.
  11. Hypervisors Disconnected.
  12. Hypervisors not converged.
  13. Management Plane and Host Upgrades - Scheduling, Failures, Investigation, Remediation.
  14. UI not reachable, slow, unusable.
2. Platform9 Managed Kubernetes
  1. UI not reachable, slow, unusable.
  2. Workloads failing to create.
  3. Pods getting killed frequently.
  4. Any custom PF9 deployments not functioning as expected - Eg - Monitoring, Kubevirt, Network Plugin Operator.
  5. Certified Apps from the PF9 App Catalog - Installation Issues.
  6. Cluster Upgrade failures.
  7. Nodes not ready.
  8. Core Kubernetes Component Failures/Performance Issues - API Server, Kubelet, etcd, Kube Controller Manager, Container Runtime, RBAC.
  9. Built in Kubernetes Workloads and Services not getting created/getting scheduled incorrectly - Includes Pods, Deployments, Replica Sets, Services, Stateful Sets, Daemon Sets, Job/Cron Job.

Out of Scope Items - Examples

As set out in the Master Service Agreement

Exclusions. Platform9 is not obligated to provide Support in the following situations: (i) the problem is caused by Customer’s negligence, hardware malfunction, or other causes beyond the reasonable control of Platform9; or (ii) the problem is with third party software not licensed through Platform9.

Underlying Infrastructure (Includes Virtual/BareOS Machines used as Kubernetes Nodes)
1. Host Maintenance or issues stemming from Maintenance that do not affect Platform9 deployed services.
2. Debugging Hypervisor Performance, except in case of - In Scope Items- Examples 1 a (ii).
3. Host crashes, reboots.
4. Host Security Patches, Firmware, Hardware Upgrades.
5. Operating System Upgrades.
6. Networking issues related to the Customer’s Service Provider.
7. Any third party software installed on underlying hosts.
8. Password Reset Requests.
Product Issues
1. Platform9 Managed OpenStack - Examples
  1. Application/Deployment level debugging on PMO Virtual Machines (Includes problems with creating applications, debugging communication between them and performance).
  2. Creating and managing custom Images.
  3. Any Issues with Backups taken with a third party software.
Platform9 Managed Kubernetes - Examples
1. Kubernetes CRD debugging.*
2. Deployed Application Debugging.*
3. Ingress Controllers.
4. Any cluster customizations made outside the ambit of standard or previously architected Platform9 configuration.
5. Custom Admission Controllers.
6. Custom Load Balancers.
7. Debugging Customized Workloads.*
8. Custom Monitoring rules.

Platform9 Support will assist in debugging why the CRD, Application, Pods, Deployments are failing to get created or scheduled. However it cannot always provide advice on how to rectify the situation unless it's a default Kubernetes or Platform9 Deployment.

For eg. Pods are getting killed frequently for a deployed application. PF9 will investigate the cause (might be an Image Pull error, OOM Kill etc). It's The Customer responsibility to rectify the identified issues.

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