Welcome to OpenLogic by Perforce. This handbook is your guide to getting help accessing OpenLogic’s support and services for open source software.
OpenLogic’s experienced enterprise architects are available to assist you with your open source software deployments. From recommending best practices for your supported products to being your one-stop-shop for resolving production outages, OpenLogic’s expert technical support team is there to help you get the most from open source software.
OpenLogic’s mission is to help you achieve your goals. Our team can answer questions and troubleshoot issues, minimizing your downtime so you can maximize your usage of open source software.
NOTE: Nothing in this document supersedes your current contract with Perforce.
Depending on the open source package, OpenLogic offers three types of service level agreements (SLAs): Gold, Silver, or Bronze.
Support Level | Gold | Silver | Bronze |
|---|---|---|---|
| Severity Level 1* | 1 hour Initial Response Time 72 hour Solution or Workaround Time | 4 hour Initial Response Time 5 business days Solution or Workaround Time | 4 hour Initial Response Time |
| Severity Level 2* | 1 hour Initial Response Time 5 business days Solution or Workaround Time | 4 hour Initial Response Time 30 business days Solution or Workaround Time | 4 hour Initial Response Time |
| Severity Level 3* | 4 hour Initial Response Time 30 business days Solution or Workaround Time | 4 hour Initial Response Time 30 business days Solution or Workaround Time | 4 hour Initial Response Time |
*Service level agreement information is subject to change.
OpenLogic offers three methods for engaging our support services: through the website (community portal or web form), via email, and by phone.
Website
Community Portal
We recommend using the Perforce Community Portal to open support tickets. Setting up an account is easy, and then you can log in at any time to submit and track tickets. Please review the Community Portal FAQ for complete details.
Web Form
You can also submit a support request through a web form on the Perforce website. Select OpenLogic as the Business Line and OpenLogic Support as the Product Family, fill in the relevant information in the fields provided, and submit your case. You will immediately receive an email letting you know your request has reached our systems. You will hear back from OpenLogic Support as soon as they have reviewed your case. In most cases, you will hear back from someone in thirty minutes.
Phone
Call 612-254-7315 to reach OpenLogic Support directly. You can also call Perforce at 612-517-2100 and then dial 2, 5, and 1 to get connected to OpenLogic Support.
Email us at support-openlogic@perforce.com.
During the contract term, customers may submit an unlimited amount of technical support tickets for the contracted, supported open source packages and number of instances.
OpenLogic has staff in offices around the globe and our Enterprise Architects are on duty 24x7x365. You may submit an issue at any time. That issue will be reviewed by an Enterprise Architect, and depending on the Severity of the issue, it will be addressed within the timeframe specified in the SLA (Gold, Silver, or Bronze).
OpenLogic support engineers are on duty 24x7x365. Use any of the Support Contact Methods listed above.
You can ask the Enterprise Architect working on your case to escalate your issue at any time.
To expedite the escalation of an issue, you should have a current, active case number, along with an explanation of the request, and clear contact information for a call back, including a contact name, telephone number, email, and alternative contacts in case of issues with availability.
Once the escalation is received, one of our OpenLogic Support Managers will call the phone number you provided (within 2 hours, often sooner) to understand the reason for the escalation and the impact it is having on your team. Following the phone conversation, the OpenLogic Support Manager will put together a plan of action to address the escalation as well as send periodic updates until the resolution is confirmed.
The Community Portal is the best method to use for opening, viewing, and tracking your support tickets. Please see Community Portal FAQ for details.
| Severity | Definition | Examples | Resolution |
|---|---|---|---|
| Severity Level 1 Blocker | An issue that severely affects the functionality of the open source software to the extent that active end users are impacted and cannot use the software. Only occur in production environments, impact business operations, and warrant immediate response according to the corresponding SLA. | Users are unable to access client's application, application is unable to process transactions, business is financially impacted by outage | Satisfactory workaround is provided; patch is provided by the community and the fix is incorporated into a future release |
| Severity Level 2 Critical | An issue that affects the overall functionality or ability to use the open source software resulting in noticeably impaired or degraded performance, but where business operations can continue. Can occur in production, pre-production, test, or development environments. | Primary cluster is down, but backups are in place, user experience is impacted but still available in limited capacity | Satisfactory workaround is provided; patch is provided by community; fix incorporated into future release |
| Severity Level 3 Major | An issue that does not affect the overall functionality or ability to use the open source software, but limits usability or affects completeness, with minimal to no impact on business operations. | How do I do this in ________ or I am trying to set ______ in ________ | Instructions are provided, documentation is included, any follow-up questions are answered within reason. |
From time to time, our customers encounter actual bugs in open-source software. We can submit bugs on behalf of our customers if requested. If you ever need the OpenLogic team to reach out to an open source community on your behalf, simply open a ticket and request us to do so.
Your account manager is the primary contact for asking questions about support levels, adding additional support, learning about our various trainings, or scheduling professional services to engage a designated architect to help with your business needs.
OpenLogic does not support any open source package version that has been sunsetted by its open source community. Our general rule is that we support the latest version plus the last two major branches/versions. For products that release at a faster cadence, we sometimes make an exception.
OpenLogic offers a weekly newsletter called OpenUpdate, highlighting the latest updates to our most popular packages, updates for our own CentOS repositories, security news, and links to relevant articles about open source software and open source communities. Please reach out to your account manager if you would like to receive this free update as part of your OpenLogic support.
OpenLogic offers a wide range of courses in some of the most popular open source packages, including but not limited to:
- Apache HTTPd, Tomcat, ActiveMQ, Camel, Kafka
- Kubernetes
- NGINX
- MySQL and PostgreSQL
Visit https://www.openlogic.com/training and check out https://perforceu.perforce.com for upcoming self-paced training.
One of the best features of the open source community is that there is documentation available from the product developers. Our architects make regular use of these documents themselves and will often refer customers to use the same documents in their practices. Many packages also have other resources including mailing lists, IRC channels, and Google Groups, to name a few. These resources are typically located right on the home page of the product. We hope to guide our customers on their open source journeys — always feel free to ask for proactive support in finding the right resources for your team!