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 Server releases

Follow the recommended System Requirements as published on GitHub and our Docs

ownCloud Desktop Client

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 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.Docs

Delivery via 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.

Delivery via 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.

Delivery via ownCloud Partners @ Partner Level:
Solution, Silver or Gold
or
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 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 Level 2 (High)

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

Severity Level 3 (Medium)

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

Severity Level 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 the 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:

Standard Edition

Communication: 
Email

Hours of Coverage:*
9×5

Target Response Time per Severity Level:
1 (critical) – 2 hours
2 (high) – 4 hours
3 (medium) – next business-day
4 (low) – 5 business-days

Enterprise Edition

Communication: 
Email
Phone
Remote

Hours of Coverage:*
9×5

Target Response Time per Severity Level:
1 (critical) – 2 hours
2 (high) – 4 hours
3 (medium) – next business-day
4 (low) – 5 business-days

Technical Account Manager***

Communication: 
direct Email
direct Phone
Remote

Hours of Coverage:*
12×5

Target Response Time per Severity Level:
1 (critical) – 1 hour
2 (high) – 2 hours
3 (medium) – next business-day
4 (low) – 5 business-days
feature request – 5 business-days

* 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 Portal Account. 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