Support and Maintenance

ownCloud GmbH, last updated: June 04, 2019

ownCloud Product Support Lifecycle

The ownCloud Product Lifecycle provide an overview of all officially supported ownCloud product releases and versions.
Any Add-ons, Plugins, Extensions or the like, which are integrated into the ownCloud tarball files are inheriting the support status of the respective ownCloud release/version.

ownCloud Product Product Support Lifecycle – Supported Releases

ownCloud Server releases

https://github.com/owncloud/core/wiki/Maintenance-and-Release-Schedule
if following the recommended System Requirements as published at
https://doc.owncloud.com/server/admin_manual/installation/system_requirements.html

ownCloud SyncClient

Supported: Latest Stable Release
Latest Stable Release can be found here.

ownCloud Mobile App iOS

Supported: Latest Stable Release
Latest Stable Release can be found here.

ownCloud Mobile App Android

Supported: Latest Stable Release
Latest Stable Release can be found here.

Support Level Definition

Level of Support Description Delivery

Level 1

First point of contact, documentation of incident, severity validation, problem determination, information gathering, installation assistance (within support scope), on-going maintenance, basic troubleshooting and communication of updates or resolution.

ownCloud Partners @ Partner Level:
Solution, Silver or Gold
or
ownCloud Technical Support

Level 2

Problem isolation, including efforts to replicate customer problems, isolate a problem area and provide resolution for problems not resolved by Level 1 Support. Resolution may include reasonable work- arounds.

ownCloud Partners @ Partner Level:
Silver or Gold
or
ownCloud Technical Support

Level 3

Essentially software defect resolution. Problem is complex and requires a change to the product to resolve defects and involves code fixes by engineering. May require client resolution for infrastructure configuration suggestions.

ownCloud Technical Support

Severity Level Definition

The severity of a Service Request is defined when created, and can be initially set by the customer creating the service request, or by a customer service representative over the telephone. ownCloud has defined four severity levels:

Severity Level* Description

Severity 1 (Critical)

The operation is in production and is mission critical to the business.
The product is inoperable and the situation is resulting in a total disruption of work.
There is no workaround available.

Severity 2 (High)

Operations are severely restricted. Important features are unavailable, although work can continue in a limited fashion.
A workaround is available.

Severity 3 (Medium)

The product does not work as designed resulting in a minor loss of usage.
A workaround is available.

Severity 4 (Low)

There is no loss of service. This may be a request for documentation, general information etc.

* Severity Levels assigned to a Service Request might be changed during the resolution period by ownCloud Support. E.g. ownCloud Engineering or ownCloud Professional Services implement a temporary fix within a Severity 1 resolution procedure, which brings the customer setup back to operation, but doesn ́t completely fix the issue. While working on replacing the temporary fix with an official problem resolution, the Severity Level of the initial Service Request might be reset to a lower Severity Level.

Hours of Coverage and Response Times

ownCloud has defined targets for the maximum response time to respond when a Service Request is logged into a Ticket. A response is defined as the time between creation of the Service Request and the initial communication between the assigned engineer and your company.

Response times may vary according to the support service you purchased:

Support Service Communication Hours of Coverage* Severity Level Target Response Time**

ownCloud Subscription:
Standard Edition

Email

9x5

1 (critical)
2 (high)
3 (medium)
4 (low)

2 hours
4 hours
next business-day
1 business week

ownCloud Subscription:
Enterprise Edition

Phone
Email
Remote

9x5

1 (critical)
2 (high)
3 (medium)
4 (low)

2 hours
4 hours
next business-day
1 business week

ownCloud Technical Account Manager
(TAM)***

Phone direct
Email direct
Remote

12x5

1 (critical)
2 (high)
3 (medium)
4 (low)
feature request

1 hours
2 hours
next business-day
1 business week
1 business week

* Local Support Service Hours, excluding weekends and national holidays in the state of Bavaria, Germany, are as follows:

 EMEA, Asia, Africas: 8 a.m.–8 p.m., CET (UTC +1)
 USA, Americas, Australia: 6 a.m.–2 p.m., EST (UTC – 5)

** The Target Response Time applies to the initial response when support is available. For example: A Service Request with Severity 1, based in an ownCloud Standard Subscription, is logged at 8 p.m. CET, the response will be given not later than 10 a.m. the following business day.

*** If you have an assigned ownCloud Technical Account Manager (TAM), you may contact the engineer directly via telephone, chat or email for any level of severity, not just Severity 1 issues.

Ways to open a Service Request

  1. Open a Service Request via your ownCloud (Partner) Porta lAccount. You can register for an Portal Account at https://portal.ownCloud.com
  2. Call the ownCloud Technical Support at the service number you have received with your subscription. Please provide as much detail as possible using the guidelines provided in the section „Information to include in your Service Request“.
Changelog

June 4th 2019:

  • Added ownCloud Product Support Lifecycle information
  • Added Support Level Definition
  • Replaced “Standard Subscription and Collabora Online for ownCloud” and “Enterprise Subscription” by “Hours of Coverage and Response Times” information
  • Updated Severity Level information
  • Added information on how to open a Service Request

October 4th 2016 (view full version):

  • added Collabora Online for ownCloud Enterprise

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