Illumina Innovates with Rancher and Kubernetes
Support for Rancher Labs products is offered under two subscription plans: Standard and Platinum. Rancher Labs support services are only for companies with an active subscription to one of these plans and not for any open source community user. A Company may purchase support services through one of these plans, from the Rancher Labs sales department. Once purchased, a Rancher representative will provision Company in the Rancher Labs Support Portal system, which will enable them to obtain Technical Support at the appropriate level of service.
The Rancher Labs SLA is defined in terms of initial response time after a Company has filed a ticket. Rancher Labs has defined 4 severity levels that tickets can be filed under, as described in the table below:
Company provides an initial severity level associated with a ticket. The Rancher Labs Support Manager will determine if the ticket was correctly classified and may increase or decrease the severity. Response times per plan are shown in the table below, for each severity level:
† or as agreed
†† Time zone options for business day/hour selection: San Francisco (US Pacific, default), Amsterdam (CET), Shenzhen (CST), Sydney (AET)
The date that signifies when a Company may purchase a support plan for a new product release from Rancher Labs that is tagged “Stable”.
Note: Support plans are only for published product releases that are tagged “Stable”. Any product release with the “Latest” tag is meant solely for the open source community users and not covered by a support plan from Rancher Labs.
The date that signifies when a specific product release will have no further code-level maintenance other than security-related updates deemed critical by Rancher Labs. Security issues could be related to publicly identified security vulnerabilities or privately by Rancher Labs and its ecosystem partners.
The date that signifies when even security-related maintenance builds and technical support through e-mail or Rancher Labs support portal will no longer be available for a product release.
"Major Releases" (X.y.z) are vehicles for delivering major features and enhancements. They are not guaranteed backwards compatibility with any previous major releases.
"Minor Releases" (x.Y.z) are vehicles for delivering minor feature developments, enhancements to existing features, and bug fixes. They incorporate all applicable fixes made in prior minor and maintenance releases.
"Maintenance Releases" (x.y.Z) are vehicles for delivering bug fixes that are severely affecting a number of customers and cannot wait for the next major or minor release. They incorporate all applicable fixes made in prior maintenance releases.
Rancher products covered by SLAs are those per published product lifecycle, as they go through their support phases.
Rancher products may be distributed with certain “open source software” or “free software” (“Open Source Software”) or contain open source integrations with others. Open Source Software and integrations covered by Rancher SLA† 0, for each supported version of a Rancher product, are those validated and certified per support matrix00 below.
Click here for all supported versions
† All “latest” tagged releases are intended for the Rancher community users to test-drive a new release and provide feedback. These “latest” tagged releases whilst covered by Rancher SLA are not generally meant for production use cases. Kindly use only the “stable” tagged releases for your own production use cases.
0 For open source components not listed in the matrix above, support is limited to troubleshooting for root cause up to Rancher’s drivers and interfaces to those components. Root causes that are identified to be beyond this limit will need to be pursued by Company with the maintainers and providers of commercial support for those components.
00 for ensuring best support and clarity on supportability, Company is recommended to publish to Rancher a list of components that are critical to its deployment but not not explicitly called out in the support matrix
1 certified on default OS kernel. Issues resulting from third party tools (typically, for reasons such as security) interfering with Docker or other necessary system calls are deemed resolved should disabling such tools restore functionality
2 certified configurations are based on default settings of individual components. Where Company has deviated from certified configurations, Rancher Labs reserves the right to recommend the Company to revert to a certified configuration to resolve the reported issue.
3 whilst running kubernetes clusters in uncertified configurations may be possible, it is not recommended
4 upgrade of any individual component to a different version is likely to result in system downtime
5 changes to default settings of individual components may be necessary on exceptional basis, for reasons such as fine tuning for performance and scale. Engagement with Rancher Consulting or a partner may be recommended.
6 SLA on node drivers is limited to those that are built-in and active by default when Rancher is installed
7 SLA does not apply to issues within an application and its lifecycle management
8 issues may be referred to the partner as appropriate
‡ SLA is limited to running workload clusters on hosted kubernetes provider and does not apply to running the Rancher control plane on one of the listed hosted kubernetes providers
A ticket means a discrete technical or non-technical issue that is submitted by Company to Rancher Labs that requires a response as specified below in this document. A ticket exists in the Rancher Labs Support Portal and includes all the communication associated with the issue.
Rancher Labs provides a full featured, web-based ticket management system that has numerous features and capabilities. The support portal is available to Company of any support tier 24×7 and is the primary method for ticket submission. The support portal allows Company to enter tickets, add information to existing tickets, receive information and updates about tickets, close tickets, and list their currently open and closed tickets.
Customizations are defined to include any changes to the original source code, including but not limited to changes to the User Interface, the addition or modification of adapters such as for authentication, VM or server provisioning, deploying the software (e.g., the management server) on operating system or Docker versions that are not certified by Rancher Labs, and altering the scripts and byte code included with the product. Customizations to this software may have unintended consequences and cause issues that are not present with the original, unmodified software. As a result, it is Rancher Labs policy that any bugs, defects or other issues that are present in areas of the product that the Company has altered must be reproduced by the Company on an unmodified system prior to the submission of a support case or bug report. Additionally, the Company is required to state all customizations present on the system when submitting a support ticket.
The Rancher Labs Support Manager is available to discuss cases that have gone unresolved for an amount of time deemed unsatisfactory by the Company. We hope you are satisfied with the support you have contracted for and that your organization’s needs are addressed promptly. However, Rancher Labs recognizes that there may be times when additional attention or assistance is required. Upon request, the Support Manager will provide the Company with contact information for the Vice President of Engineering or the Vice President of Customer Success to discuss issues that the support team has been unable to resolve for some time or that were resolved in an unsatisfactory manner.
In the event Company terminates or elects not to renew Support Services for any Licensed Software Product licensed by Company, Company may continue to use such Licensed Software Product pursuant to this Agreement but will have no further right to Support Services for such Licensed Software Product.
In the event that Company does not renew the Support Services term and the Support Services lapse, Company may reinstate the Support Services at the then-current annual rate by providing written notice to Rancher Labs and paying a reinstatement fee equal to the then-current equivalent daily Support Services rate multiplied by the number of days between the date of expiration of the previous Support Services term and the date of renewal of the Support Services.
In the fulfillment of Rancher Labs Support Services obligations, Rancher Labs may require actual or remote access to the Licensed Software Product and/or the systems on which the Licensed Software operates. With Rancher Labs’ assistance, Company agrees to provide any such access and other assistance reasonably requested by Rancher Labs. Company agrees that providing such access and assistance is a condition to Rancher Labs’ obligation to provide Support Services under this Agreement.