Pinakastra Cloud - AMC & SLAs

Created by Pinakastra Support, Modified on Fri, 24 May at 10:44 AM by Pinakastra Support

We know customers have varied preferences in engaging support resources – find yours below.

To register support cases, please use this url: https://pinakastra.freshdesk.com

Our support team is available 24 x 7 x 365. Please call us at +91 9008488882 and ask to be connected to our support team – they will be glad to address your issues and inquiries.

When needed, Pinakastra offers software SLAs and an aggressive hardware RMA process to address the most demanding uptime requirements. See our offerings in tables 1 and 2 below.

Table 1: Software SLAs & Hardware/RMA replacement SLAs

(When requesting software support, please report the correct problem severity. You will receive a response to your request within the time indicated by our SLA).

SLA Level
Description	Business Critical	Major Issue	Minor Issue	Cosmetic Issue
Description	Example Critical apps are down/not accessible. Alarms and alerting services are down. Need to get a workaround in least amount of time	Example User logins are working intermittently with the console and workloads. Slow application performance impacting important business activities	Example Trouble creating a new workload, Misunderstanding of functionality	Example User interface look and feel issues,workflow questions
	Response time: 30 minutes or fewer	Response time: 2 hours or fewer	Response time: 4 hours or fewer	Response time: 8 hours or fewer

(Pinakastra hardware support is offered to all customers who purchased their Pinakastra private cloud appliance from Pinakastra Computing. If you purchased your Pinakastra private cloud appliance from Pinakastra, please engage Pinakastra for support. Otherwise, please contact your own hardware vendor for support).

Description

OEM warranty applicable and hardware replacement terms

E.g. memory failure, cable failures, connection failures

Response time: 7-10 business days

1st year support & warranty without additional charges.
2nd year onwards, hardware support will be only applicable if a valid AMC contract is in place and hardware also was supplied by Pinakastra.

Any one of the below valid AMC package can be opted for including the hardware support

Table 2: AMC packages

Activity	Description
Installing and configuring	Install and configure Pinakastra components, such as Keystone, Glance, Nova, Neutron, and Horizon.	✔️	✔️	✔️
Managing users and tenants	Manage user accounts and tenants, assign roles and permissions, and ensure users have necessary access.	✔️	✔️	✔️
Managing network and storage	Configure and manage the network and storage resources used by Pinakastra instances.	✔️	✔️	✔️
Monitoring and troubleshooting	Monitor the Pinakastra environment for any issues or performance problems and troubleshoot and resolve problems.	✔️	✔️	❌
Managing compute resources	Manage the compute resources used by Pinakastra instances, such as hypervisors and virtual machine instances.	✔️	❌	❌
Upgrading and patching	Upgrade and patch the Pinakastra environment to ensure that it is up-to-date with the latest security patches.	✔️	❌	❌
Backup and disaster recovery	Plan and implement backup and disaster recovery strategies to ensure data is protected and can be restored.	✔️	❌	❌
Capacity planning	Monitor the usage of resources in the Pinakastra environment and plan for future capacity needs.	✔️	❌	❌
Security and compliance	Ensure the Pinakastra environment is secure and compliant with relevant regulations and standards.	✔️	❌	❌
Documentation and reporting	Document the Pinakastra environment, including configuration settings, policies, and procedures, and prepare reports. (Excluding Pinakastra IP)	✔️	❌	❌
Hardware support	OEM warranty applicable and hardware replacement terms Hardware replacement charges to be borne by the customer based on OEM invoice actual charges. Travel charges for the customer engineer are to be borne by the customer	✔️	❌	❌