Support Guide
Support Guide
Comprehensive Hosting at Nuvolat Datacenter
1
Table of Contents
Introduction ...................................................................................................................... 4
Roles, Responsibilities & Expectations................................................................................ 4
Customer................................................................................................................................................................................. 4
Nuvolat Support .................................................................................................................................................................. 5
Deliverables....................................................................................................................... 5
Best Practices.............................................................................................................................................................................. 7
Product Manuals.................................................................................................................................................................. 8
Product Trouble Shooter ................................................................................................................................................ 8
Product Knowledge Base ................................................................................................................................................ 8
Support Request Types....................................................................................................... 8
Emergency Support Request.......................................................................................................................................... 8
Regular Support Request ................................................................................................................................................ 8
Information Request ......................................................................................................................................................... 8
Alert Classification .................................................................................................................................................................. 9
Expected Response and Resolution Time....................................................................................................................... 9
Support Line Knowledge Matrix – Nuvolat and Partners......................................................................................10
How to contact the Nuvolat Support team....................................................................... .12
Tickets.................................................................................................................................................................................... 12
Chat ........................................................................................................................................................................................ 12
Email....................................................................................................................................................................................... 12
Phone (Regular Support)............................................................................................................................................... 12
Phone (Emergency Support)....................................................................................................................................... 12
Types Defined (Emergency Issues): ........................................................................................................................ 12
Emergency........................................................................................................................................................................... 12
Regular.................................................................................................................................................................................. 12
Information......................................................................................................................................................................... 13
SLG (Service Level Guarantee) Exclusions .........................................................................13
Problem Management Priority Guideline .........................................................................14
Disaster Recovery (Only with vRUN DR Pack / vRUN Comprehensive Hosting Services).....15
DR Testing ........................................................................................................................15
DR Activation Process .......................................................................................................15
IMPORTANT REMARK.................................................................................................................................................... 16
2
Expectations .....................................................................................................................17
Before creating Support Request: ............................................................................................................................. 17
You are expected to: ....................................................................................................................................................... 17
Emergency Maintenance Window ....................................................................................17
Summary and Conclusion .................................................................................................18
3
Introduction
Nuvolat has created an extensive product documentation that has all functionalities explained in detail.
In the unlikely event of something being unclear or not functioning as expected you can contact the
Nuvolat support team.
Before contacting the Nuvolat support team we do advise you to consult your product manuals and
troubleshooter.
Roles, Responsibilities & Expectations
Customer
•
System Administrators at the partner Side / client side are responsible for collecting and
submitting the necessary information for each support session / support ticket when its an
inbound support request.
•
System Administrators at the partner side / client side should set the correct expectation
regarding resolution times with their customers / end users.
•
System administrators / clients are requested to go through required best practices to make
sure they are not over provisioning the system OR making any changes at storage /
hypervisor level that are unknown to Nuvolat support team.
•
Its important for System administrators / clients to consult Nuvolat support team before
making any changes to default configuration of vRUN / Hypervisor / Firewall.
•
Incase vRUN hardware appliance is procured by partner (wherein Nuvolat is only providing
vRUN Software and Comprehensive Hosting for vRUN servers), we shall not maintain any
spares at Datacenter. Partner needs to provide these spares for emergency hardware
replacements.
•
In such case, our team shall help you identify if it’s a hardware issue and shall also perform
replacement of hardware by coordinating with datacenter team, but RMA / procurement of
new part will be managed by partner. If this involves shipment of faulty spare outside
datacenter, shipment will be charged as per actual to partner.
4
Nuvolat Support
•
Our support teams will manage the vRUN environments 24x7 that are under contract
agreement of “Comprehensive Hosting Services” and hosted at one of our Datacenters.
•
Nuvolat Support team will be accountable for end to end support for vRUN stack which
includes managing alerts, proactive checks, diagnosis and troubleshooting of problems.
•
Our support team shall perform periodic maintenance activity (no physical movement) of
vRUN stack with prior consent from partner.
•
“Comprehensive Hosting Services” also includes remote hand support at our datacenter,
which means should we require any assistance in replacing hardware / performing remote
activities, it will be handled by our support team with datacenter support.
•
If the vRUN appliance (prefabricated) unit is procured / purchased from Nuvolat, our support
team shall also manage the RMA replacement of hardware. In such case we shall also
maintain spare hardware components like disk, power supply for emergency replacements.
•
Support team shall also manage, periodic updates of Hypervisor and upgrades of vRUN
software with prior consent from partner and with planned downtime.
Deliverables
Below are the list of deliverables which is part of “Comprehensive Hosting Services” agreement.
Nuvolat
Support
Partner /
Customer
General
24x7 Monitoring and Management

Nuvolat Ticketing System


Customized Ticketing System
Helpdesk with phone support

Sysprep OS Templates

Custom OS Templates

Custom application installers

5
Network and
Security
VLANs

Firewall and Load Balancer (Virtual Appliance)

Public IPs

Switch Ports

Gateway / Router (Virtual Appliance)

DNS Management

IP whitelisting

Storage & Compute
Burst Storage Capacity for replication (as
per actual price offered to you)

NAS Share to upload images


Filer / SAN for additional backup
Burst Storage Capacity for expansion (as
per actual price offered to you)

Burst Compute Capacity for expansion (as
per actual price offered to you)


External USB to copy images
Installations and
Upgrades
Installation and Upgrade of an Operating
System



Installation and Upgrade of an Application
Hardware installation of vRUN appliance and
relevant components

Hardware installation of add on devices

Hypervisor installation and upgrades

vRUN installation and upgrades

Firewall and Network installation and
configuration

Replacements
6
Replacement of faulty component where vRUN
appliance (prefabricated is provided by
Nuvolat)

Replacement of faulty component where vRUN
is only provided as software along with
Comprehensive Hosting Services and hardware
is procured by partner.

Licensing
OS License

VMWare Licenses

Application License

vRUN License

GMC License

Procurements
Procurement of spares where hardware is
purchased from reseller other than Nuvolat

Procurement of software patch, applicable
software upgrades for other than vRUN, NAS
Share and Firewall Appliance

Procurement of spares where hardware is
purchased from Nuvolat

Best Practices
Our records show that partners / clients who have invested the necessary time in documentation and
training modules often experience minimum resolution time on support sessions. This is usually
because well-trained and informed partners can collect all relevant information and can help
troubleshooting the environment that presents the issue.
Before installing / using our products it is always advisable to read the corresponding release notes
and other technical product documentation.
We also advise to read through this support guide and to make sure your system administrators are
aware of the Nuvolat support procedures.
This documentation explains you step-by-step how to setup, manage and monitor your vRUN product
through the CMC and all additional tools.
Version No: 1.4.0
7
Release Type: General Availability (GA)
•
•
•
•
•
•
Essentials : Before starting to sell and implement vRUN
Quick Reference Guide : Quick guide on how to use the vRUN
Installation Guide : How to get the vRUN hardware up and running
User Guide : The CloudFrames vRUN user and administrator documentation
Best Practices : CloudFrames vRUN Best Practices for correct functioning and performance
Release Notes : Release notes and known issues
Product Manuals
vrun.Nuvolat.com/documentation
Product Trouble Shooter
http://tickets.Nuvolat.com/index.php?/Troubleshooter/List
Product Knowledge Base
http://tickets.Nuvolat.com/index.php?/Knowledgebase/List
Support Request Types
Emergency Support Request
Emergency Support can be requested for events resulting into production Down Time of vRUN
(including Virtual Machines) or events where Data Loss is experienced.
Regular Support Request
Regular Support can be requested for all issues where no Down Time and No Data Loss is
experienced but Product does not behave as expected.
Information Request
Information Requests can be filed after carefully consulting the Product Manuals, Trouble Shooter
and Knowledgebase.
8
Alert Classification
•
Critical Alert
Events resulting into production downtime of vRUN including Virtual Machines. Events where
potential Data loss is experienced are also considered as critical.
•
Non-Critical Alert
Events resulting into intermittent issue, anything that is not affecting production
environment / production loads in anyway are considered as Non-Critical.
•
Warnings
Any non-urgent support request for information, one time notification from vRUN system
etc. results in a warning / notification.
Expected Response and Resolution Time
Expected Response Time / Turnaround time after submitting request (*):
Acknowledgement of the receipt of the support call is offered within the timings listed below.
Expected
Response /
Revert Time
Critical
Alert / Emergency
Situations
Non
Critical Alert
Warnings
15 Min
1 hour
Best Effort
Support
Call to TL / TM
Regular Chat / Ticket Regular Chat / Ticket /
Channel
(Emergency ONLY)
/ Email
Email
PS: Submitting ticket / chat procedures are further described further in this guide.
Expected Resolution Time / Turnaround time with proposed solution / PoA (*):
In order to start resolving the issue, the 1st Line support might require additional information from you.
If this information is not available our NOC support engineers cannot start pursuing a solution and will
inform you about the missing topics.
Based upon the information that is offered by you and/or collected by our Support Teams, a solution
will be offered. We always aim to reach the resolution times as listed below.
Expected
Resolution Time
Critical Alert
Non Critical Alert
Warnings
24 hours
48 hours
72 hours
9
(*) Nuvolat is highly committed to its customers and will spend the necessary efforts to achieve all
response and resolution times. Unfortunately we cannot always guarantee the resolution timings listed
above.
Support Line Knowledge Matrix – Nuvolat and Partners
Partner /
Customer
Nuvolat Support
1st
Line
2nd
Line
3rd
Line
ENG
System
Admin
General
ERP software

Relational Databases

Mail Servers/Clients

Terminal/Server setups

Third Party Application - VDI
Networking









Dynamic routing



VLAN



































Basic TCP/IP + DHCP


Firewall & Load Balancers

Static routing
Storage
SATA/SAS/SCSI

iSCSI
Partitioning / File Systems

RAID Concepts
(concepts of) distributed storage

Basic BitSpread knowledge
Advanced BitSpread knowledge

Basic Volume driver knowledge
Advanced Volume driver knowledge

Operating Systems
Basic Microsoft Windows desktop



10












Information of Required Device
Drivers



Windows boot order and support
tools


































Physical to Virtual Migrations



Virtual to Physical Migrations















Advanced Microsoft Windows
desktop
Basic Microsoft Windows server

Advanced Microsoft Windows server

Linux basic knowledge
Linux advanced knowledge

Linux networking
Linux troubleshooting
Linux performance monitoring

Hypervisor
Hypervisor concepts

Advanced Hypervisor
Troubleshooting

Backup and
Restores
Basic Backup concepts and archiving

Advanced backup concepts
Basic restore and troubleshooting


Advanced restore and
troubleshooting
Virtualization
Virtualization Concept

Pylabs Framework
Basic python scripting

Advanced python scripting
Basic Framework knowledge

Advanced Framework knowledge
Basic Arakoon knowledge
Advanced Arakoon knowledge

11
How to contact the Nuvolat Support team
Tickets
http://tickets.Nuvolat.com/
The Nuvolat Ticketing portal requests login. In case you would not have credentials, please
contact your sales rep or send email to tam@Nuvolat.com / sm@Nuvolat.com
Chat
Our chat support is based on a unique invitation code. vRUN support engineer shall provide
you rescue session code in if we need to share remote session for troubleshooting purpose.
Email
tam@Nuvolat.com – For presales and accounting
vrunsupport@Nuvolat.com
–
Production
Support
vrun@Nuvolat.com - Sales
Phone (Regular Support)
(408) 622 08 56
(408) 622 04 53
Phone (Emergency Support)
(408) 940 69 41
Types Defined (Emergency Issues):
Production VM Down: Any virtual machine hosted on vRUN, may it be native VM, failover virtualization
by promoting replica VMs, VM on hosted vRUN is down which is further defined as completely
unusable OR performing as slow as unusable.
vRUN Host Down: Any issue that causes complete unresponsiveness to the vRUN host OR causing
sluggish performance that is as slow as unusable. Integration issues with Node / any core application /
component failure that may put vRUN availability in jeopardy.
12
Failover Virtualization / Migration: Any failure while promoting replica VM to production OR
performing physical to virtual migration.
Backup Backlog: Constant backup / snapshot backlogs / snapshot failures (more than 24 hours backlog
/ more than 24 hours constant backup failures, may it be local snapshot / replication can be considered
as emergency situation.
Emergency
Ticket
Chat
Phone
Regular
*

Information
*

*

A ticket needs to be created for every support request. That to allow a clear
communication and information sharing.
SLG (Service Level Guarantee) Exclusions
The following periods of time represent exclusions from the SLG’s:
1. Periods of scheduled and emergency maintenance as defined in this guide and any other
times that may be specifically agreed to with Customer.
2. Periods of downtime due to Customer-provided content or programming errors.
Example: a CGI script or program written by Customer, or contracted party, that causes
the server to be rebooted or Hypervisor to fail.
3. Periods of downtime due to Customer-initiated commands, file transfers, or systems
administration.
4. Periods of downtime due to Customer directed and requested work that is not related to
the routine management of Services.
5. Individual server or network component outages that do not impact the overall
availability of the Service due to redundancy in the design.
6. Evaluation or approval of new software or hardware for use within Nuvolat data center.
This includes systems developed outside of Nuvolat such as third-party systems or
systems developed by Customer.
7. An outage that is due to a DOS (Denial of Service) attack
8. An outage that is due to a worm or virus infection
9. An outage that is due to a vulnerability in the Customer software
10. An outage that is due to Customer application errors
11. An outage that is due to instructions by Customer that is not related to the routine
management of Services.
13
12. The number of users exceeds the capacity of the infrastructure and application
13. Acts of God OR natural calamities.
Business Hours: Monday to Friday – 8:00 AM EST to 5:00 PM PST.
Support Hours: 24x7
For Emergency Support Requests we have a number of engineers on call 24/7. Regular and
Information Requests can only be handled during Business Hours.
Problem Management Priority Guideline
Priority Level*
1
Description**
“CRITICAL”






2
Examples
Immediate attention required.
Complete failure of critical services or
hypervisor causing the web service to be
completely unavailable.
Any failure that causes a severe or
significant impact including failures, lack
of performance and/or frequent reboots
to an extent that applications running on
virtual machine(s) are unavailable for
practical business purposes.

“MAJOR”





Attention required as soon as possible.
Partial failure of critical services or
applications.
A failure that may not have an immediate
effect but could lead to the unavailability
of web service or server uptime.

Work Begins
Network or power outages or disasters.
Hypervisor non-functional and not able to
run one or more virtual machines.
Service failures including failures that
prevent servers to run on the hypervisor
Emergency Maintenance.
Within 15
minutes
Prolonged network degradation including
latency, packet loss, or off-network
failures.
Access problems with application, data, or
other systems due to password or profile
problems.
Servers are running but no ability to
deploy additional servers on top of the
hypervisor
Within 30
minutes
14
3
“MINOR”


Complete or partial failure of non-critical
services or applications with minimal
Customer impact.
Identified issues that do not impact
Customer services.





Routine Network Management (e.g. NAT
translations, firewall rules and open
ports)
Remote Access troubleshooting. Remote
Hands set-up and troubleshooting.
Billing questions.
Other unsupported Customer requests.
Within 24
hours
Disaster Recovery (Only with vRUN DR Pack / vRUN Comprehensive Hosting Services)
DR Testing
By default provisional compute capacity (8VPUs | 16GB RAM | 500GB Storage | 1200 IOPS) is
available and can be assigned instantly against each vRUN environment for DR testing.
There is no hard coded limit on number of times partner can test DR by virtualizing / performing test
promote of replica VMs, although we recommend to perform it once a month.
Network: Please note that, during test promote test VMs will be provisioned in separate VLAN and
will not have public access, it can be accessed through GMC console to check for data integrity.
Please refer to GMC product documentation on how to access replica VMs.
DR Activation Process
Important: Please refer “Reseller Pricing Sheet” on “Nuvolat Partner Page” for service charges of
DR activation and exact deliverables.
Intimating / Declaring DR: DR situation can be called by partner under different circumstances. DR
SLA / SLG starts from the time of intimating DR to Nuvolat support team. Our turnaround time /
response time on DR request will be 15 minutes provided the right method of communication is
followed.
We shall put in our best effort and initiate required logistics to bring up your production environment
to live as fast as we can.
15
Email ID: dractivation@Nuvolat.com
Phone:
(408) 940 3484
Please note that DR activation phone line is only meant for specific purpose, any other support
request related to onsite emergency / regular support will not be entertained on this number.
Please check earlier section in support guide on how to avail emergency support.
Once we receive your DR request, our support team shall call you back / write you back to get formal
approval on DR activation charges. Post approval, DR activation process will begin which involves:
1) Provisioning required compute capacity in shared cluster to virtualize machines.
2) Providing required number of VLANs in shared cluster network
3) Promoting replica VMs to life (replication will break as replica instance will come to life).
This can be also perform by partner.
4) Restoring firewall configuration from old firewall instance to new firewall instance
5) Assigning required number of Public IPs on firewall
6) Making sure, all VMs are up and running within defined RTO (2 Hours minimum) and RPO
(30 minutes minimum)
7) Post hardware replacement / disaster scenario, configuring DR VMs to replicate back to
original source.
8) Post replication, bringing VMs back to live on source vRUN environment.
9) Redoing / Changing network configuration and restoring firewall configuration.
DNS Redirection:
Post DR activation DNS redirection need to be perform by partner. Since we are not hosting DNS
server managing DNS records for any partner, this need to be done by contacting your local DNS
provider / vendor who manages DNS for you. Our support team shall help you to provision required
public IPs for your workloads, you need to provide these IPs to your DNS provider to configure right
DNS mapping.
IMPORTANT REMARK
Out-of-Business-Hours support is reserved for Emergency Support Requests. We expect our partners
to use on-call support resources and out of business hours support only in explicit conditions / issues
that cannot be hold back till next business day.
16
Expectations
Before creating Support Request:
Please check to see if:
•
•
•
•
•
Any of the Nuvolat product documentation explains and solves the issue.
The network switches are operational and are Gigabit switches
The vRUN environment is running in an adequately cooled environment. Preferably should
be rack mounted in a server room or datacenter.
The vRUN environment has stable internet connectivity
The correct firewall rules are applied for vRUN to connect to internet
Product Manuals vrun.Nuvolat.com/documentation
Product Trouble Shooter
http://tickets.Nuvolat.com/index.php?/Troubleshooter/List
Product Knowledge Base http://tickets.Nuvolat.com/index.php?/Knowledgebase/List
You are expected to:
•
•
•
Collect and submitting the necessary information for each support ticket.
Set the correct expectation regarding resolution times with your customers / end users.
Spend a best-effort attempt to resolve the issue using all published Nuvolat supporttools and
documentation sets.
Emergency Maintenance Window
Nuvolat is committed to keep your device performing at a maximum level and shall provide hot fixes
even when your environment / device did not suffer from a specific problem.
These fixes are mandatory and might require downtime for your environment / device.
Should you choose not to allow deployment of these hot fixes, Nuvolat cannot support your
environment.
17
Summary and Conclusion
The support procedures and specific support instructions within this guide are intended to make sure
that your overall experience with Nuvolat support team goes seamlessly without any problem.
At any given point we do not wish to program our customers / block them within procedures to make
user experience cumbersome.
Based on ORG structure and support lines defined within NOC; these support outlines are formed by
us and we assured best attention and in time resolution from Nuvolat teams when these guidelines
are followed.
18
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