Support overview

Introduction

Cumulus Networks Global Support Services (GSS) provide world-class support and services to help our customers and partners fully leverage the power of Cumulus Linux. We provide a full range of enterprise support services that include access to the Cumulus Networks Global Support Center and online support tools 24/7 as well as coordinated support with hardware and software partners. We are here to make sure our customers and partners can quickly and easily manage and troubleshoot solutions from Cumulus Networks.

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Support Plans

Cumulus Linux is sold on a subscription model. That subscription includes support and maintenance of the software in addition to the license rights. As long as you have an active subscription with Cumulus Networks you'll have access to a range of support options.

The Routing on the Host solution is sold on a subscription model and includes support, subscription and license rights in the annual subscription.

Cumulus Express comes preloaded and licensed with Cumulus Linux. The same exact software support applies to Cumulus Express customers, as well as a 3-year hardware warranty.

To give customers the flexibility to pick the right support options on their hardware and software, we defined our support packages as follows.

SOFTWARE SUPPORT

Support for Cumulus Linux comes bundled with the license to use the software. Terms of use can be on an annual, 3-year or 5-year basis. We provide 24/7 support, including weekends and holidays that includes:

  • 24/7 access to the Cumulus Networks online support tools

  • 24/7 access to support personnel

  • 24/7 access to downloads and software updates

HARDWARE SUPPORT OPTIONS

Cumulus Networks provides a 3-year return-to-factory warrantee for Cumulus Express hardware.

For all other hardware, we rely on our hardware partners to provide standard RMA services. Cumulus Networks can help customers submit RMA requests to hardware partners, and close the loop when the new hardware is in place in order to validate that the issue requiring RMA has been resolved. It should also be noted that Cumulus Linux licenses are transferrable between hardware platforms; therefore, customers running Cumulus Linux can enact a 'zero hour' sparing policy. If a hardware device fails, Cumulus Networks GSS can help you get a new device up and running.

Transceiver and Cable Support Policy

If a module has been validated by UNH in a system running Cumulus Linux, that module is supported by Cumulus Linux on all platforms that are capable of using it, for all future versions of Cumulus Linux. Modules that are not fully compliant with the relevant IEEE specifications may not be supported on all platforms, or for all versions of that module. Any such exception will be noted on the Cumulus Networks Hardware Compatibility List (HCL).

All Cumulus Express modules are supported by Cumulus Linux on all platforms that are capable of using them. These modules are qualified by Cumulus Engineering.

The HCL provides a list of Cumulus Linux-supported modules for each platform. That list identifies the first Cumulus Linux version that provided support for each module. That list includes modules qualified by both UNH and Cumulus Networks Engineering.

In special circumstances, Cumulus Engineering may undertake qualification of a module on specific systems. That module would then be supported on future versions of Cumulus Linux.

Severity Levels and Service Level Agreement (SLA)

All cases are prioritized according to their impact on the customer and based on industry-standard definitions. Four levels are offered — Severity 1 through Severity 4. In addition, a Severity 5 for issues that fall outside of normal support scope of coverage. During troubleshooting, priority can be either upgraded or downgraded at the customer’s request. The below SLA times indicate expected initial response time from a GSS engineer. Total resolution time will vary depending on complexity of the solution.

Severity Description SLA
Severity 1 (Urgent) A Severity 1 problem is a catastrophic problem that may severely impact the customer’s ability to conduct business. This may mean that the customer’s systems and/or products are down or not functioning and no procedural workaround exists. 30 minutes
Severity 2 (High) A Severity 2 problem is a high-impact problem in which the customer’s operation is disrupted but there is capacity to remain productive and maintain necessary business-level operations. 2 hours
Severity 3 (Normal) A Severity 3 problem is a medium-to-low impact problem that involves partial loss of non-critical functionality. The problem impairs some operations but allows the customer to continue to function. 8 business hours
Severity 4 (Low) This service level has minimal system impact, and usually amounts to feature requests and other non-critical questions. 12 business hours
Severity 5 (Other) This service level is for issues and request that fall outside of normal scope of support coverage As mutually agreed*

* Professional Services are available to provide additional support for non-standard support environments or requests.

Scope of Coverage

Cumulus Linux is a fully supported Linux distribution based on Debian. We stand behind our shipped software. In order to expedite Cumulus Networks’ ability to diagnose and resolve product issues, log files, config files or cl-support files from the Cumulus Linux device may be requested.

IN SCOPE FOR GSS

  • Troubleshooting:

    • Problem Analysis/Diagnosis

    • Bug fixes

  • Questions Related To:

    • Installation

    • Configuration

    • Usage

OUT OF SCOPE FOR GSS

  • Consulting Services

    • Design

    • Development

    • Deployment

    • Training

  • Cumulus Linux Early Access features deployed in a production environment

  • Modified packages

  • Modification of automation scripts

  • Third-party software and drivers

  • Packages included to satisfy dependencies or "incidental inclusions" when deployed as standalone items

  • Community projects

  • Cumulus VX (however Cumulus VX is community supported)

Online Support Portal

Cumulus Networks has a wide variety of online support materials that will answer most of your questions. Through the Cumulus Networks Support Portal, customers have unlimited access to:

  • Support case creation, updates and file uploads

  • Software releases and updates

  • Release notes, white papers and service bulletins

  • Knowledgebase articles