CloudStack® Infrastructure Support

Our CloudStack® Infrastructure Support Service provides 2nd – 4th line remote support of your entire CloudStack® infrastructure. All of our engineers are experts in CloudStack®, and many are contributors in the Apache CloudStack™ project. Our engineers have worked with us building some of the world’s largest CloudStack® infrastructures, and regularly work with enterprises around the world trouble-shooting live, production environments.

ShapeBlue are currently the only global provider of support services to Apache CloudStack™.

  • Professional, enterprise grade support for Open Source Apache CloudStack™
  • Provided by ShapeBlue – the leading independent integrator of Apache CloudStack™
  • 24x7x365 Follow the Sun support
  • Global Support and Engineering teams dealing exclusively with CloudStack® infrastructures
  • Supports your entire Cloud infrastructure
  • Access by phone, email or web-portal
  • The best CloudStack® SLA available
  • Instant Guru: to speak to CloudStack® experts fast

24/7/365  cover – a Global Service Desk

We recognise that a critical outage in your production CloudStack® environment has to be resolved as quickly as possible. Therefore our 24/7 support doesn’t just guarantee that your call will be answered; it means that trouble-shooting can continue 24/7.

The Global Service Desk uses a ‘follow the sun’ system using our offices around the world, ensuring 24 hour cover across different time zones. We provide remote support for your infrastructure from these locations. In the event of a critical issue not being resolved by the end of a working day, we will ensure that the issue is handed over and picked up by the next office at the beginning of their working day. This ensures that (if necessary) work can continue seamlessly.

You are able to contact us to raise a support incident by telephone, email or via the customer portal.

Instant Guru

There are times when you don’t need to raise a support ticket, or spend money on consultancy – you just want to ask a quick question about CloudStack®, your system, hypervisor support or get some quick advice.

Instant guru is a facility that gives you a mechanism to instantly ask quick questions or chat about CloudStack® or your cloud environment. Our support Engineers and Consultants will be on hand to help you get instant answers to any questions you may have. Instant Guru can be used for architecture questions, questions about known issues, questions about limitations, compatibility, etc. The Instant Guru service is not covered by our SLA.

CloudStack® Infrastructure Support with Product Patching

Our support Service offers support of your complete CloudStack® cloud infrastructure. All of our engineers are experts in CloudStack® – we do not pad our teams with generic IT engineers. We will work with your other key vendors (such as network vendor or storage vendor) to resolve problems in a heterogeneous environment, assuming you have an appropriate support agreement in place with these vendors. In order to resolve an issue, ShapeBlue will engage with other supported product vendors to share diagnostic information and collaborate on finding a solution.

Our support also gives you access to our CloudStack® software engineering team in order to resolve code level issues. Our CloudStack® infrastructure support team will work closely with our software engineering team to develop code patches or maintenance releases for you if required.

When we develop such a patch, we will immediately notify ALL customers who subscribe to this service that the patch is available. As CloudStack® is an open source project, we will also release these patches back into the open source community

What we Support

For information on the versions of Apache CloudStack™ that we support, please check our Support Matrix (link at bottom of page).

We support Apache CloudStack™ (ACS) and its associated infrastructure that is used to make up your IaaS cloud.

However, due to the nature of ACS an issue could be in any component of the infrastructure managed or connected to ACS. We cannot provide vendor support for these components – (ie. Hypervisors (eg. VMWare, XenServer), hardware, (eg. storage, switches, servers), OS (eg. Windows, Linux) – but will troubleshoot this infrastructure as a whole until we have identified the root cause of the problem.

We assume that a client has vendor support or maintenance for all components of the infrastructure (including but not limited to hardware, hypervisors and applications). As part of our support we will work with your vendors to resolve the problem. Where we have identified the root cause of the problem but found it to be beyond our remit to resolve we will liaise with the vendor to resolve the issue on your behalf.

In each ACS implementation we will establish the ‘ACS Perimeter’ (usually the point to which the ACS system connects to the internet or the wider client infrastructure). It will usually be to this point that we will provide support.

Our Service Level Agreement (SLA) with you

The SLA will depend on the severity of the problem, and we will validate the priority of the incident with you.

The ‘Response Time’ is the time we guarantee to respond to you, whether it has been raised by telephone, email or the customer portal. The ‘Time to Resolution Plan’ is the time in which we commit to having formulated a plan to resolve your issue, and the ‘Target Resolution’ is the time within which we aspire to have resolved your issue. Whilst it will not always be possible to achieve our target resolution times, we guarantee both the ‘Response Time’ and the ‘Time to Resolution Plan’.

Priority     Response Time    Time to Resolution Plan    Target resolution*   
Critical Within 1 hour Within 3 hours Within 24 hours
Medium Within 1 working day Within 2 working days Within 3 working days
Low Within 1 working day Within 3 working days Within 5 working days
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