OpenLogic offers commercial-grade technical support to ensure the success of your cloud deployments. This document describes the process for obtaining support for open source stacks and packages purchased through the Amazon Web Services (AWS) Marketplace.

Initiating Support

In order to initiate support for the OpenLogic stacks you purchased through the AWS Marketplace, please complete the brief form located at www.openlogic.com/aws-support. This form allows you to provide the name of an alternate support contact within your organization.

Requesting Technical Support

Any technical support questions or issues with the OpenLogic stacks you purchased through the AWS Marketplace can be reported to OpenLogic Technical Support by telephone or email.

1-(888) 673-6564 or 1-(888) OPENLOGIC

Please include a brief summary in the message subject line when submitting issues via email.

Operating Hours and Response Times

There are two support levels: Developer and Production. These support levels are described in the table below.

OpenLogic's Technical Support Process

Issues reported to OpenLogic Technical Support are immediately entered into OpenLogic's tracking system and assigned to an OpenLogic technical support engineer who will follow the reported problem from initial entry through the resolution process to final closure. This provides you with a seamless, single point of contact for diagnosis, analysis and resolution, ensuring your issue is resolved quickly and efficiently.

OpenLogic technical support engineers have many resources available to efficiently resolve issues. For example, the technical support team has access to OpenLogic's highly qualified developers, who can provide advanced diagnostic analysis capabilities and expert open source assistance.

For more in-depth issues and source code changes that may be required for particular open source products, the technical support team can turn to the OpenLogic Expert Community. The OpenLogic Expert Community provides direct access to open source committers and contributors—individuals who actively contribute source code to the open source products they support.

As needed, your OpenLogic Technical Support engineer will contact the OpenLogic Expert Community to resolve your issue, managing the process from beginning to end. Included with your support contract at no additional cost to you, OpenLogic pays the Expert Community for each issue resolved, ensuring prompt attention. OpenLogic does not share your identifying information with the Expert Community in order to protect your privacy.

Types of Issues

OpenLogic Technical Support can help with a variety of issues on the open source packages in the OpenLogic stacks, including how-to questions, configuration issues, and bugs.

OpenLogic will make best efforts to work with open source communities to resolve bugs or defects and contribute those changes back for inclusion in future releases. Due to the nature of open source development, we can't guarantee that the open source communities will accept bug fixes.

Support for OpenLogic stacks purchased in the AWS Marketplace covers only Amazon instances on which the stack is deployed. It does not cover support of the AWS infrastructure.

Severity of Issues

Reported issues are prioritized into three levels of severity as outlined below:

Severity 1 - This categorization describes an error that severely affects the overall performance of the software function or process resulting in corrupted data, blocked functionality, or inaccurate results.

Severity 2 - This categorization describes an error that materially affects the overall performance of the software function or process resulting in noticeably impaired performance, but where business operations can continue and results are accurate.

Severity 3 - This categorization describes an error that does not materially affect the overall performance of the function or process, but limits usability or affects completeness.

Development Support Service Levels 

Production Support Service Levels

Confidentiality and Privacy

For most enterprise environments, detailed information regarding IT assets and infrastructure is protected in order to provide security and guard critical competitive advantages. Exposing this sensitive information through participation in open source community mailing lists can reveal vital details about what open source packages are used, how packages are used, and what issues have been encountered.

OpenLogic protects client information and guarantees confidential and private technical support. As a conduit to the open source community, OpenLogic acts on behalf of its clients while keeping sensitive information private. Unless explicitly authorized, customer information is not released to anyone in the OpenLogic Expert Community while resolving technical support issues. Each Expert Community member signs a nondisclosure agreement, ensuring the broader community never receives sensitive company details should you choose to information.