Perfana Support Overview

Support Options Feature Comparison

Free

Team

Enterprise

Self-help Resources

Community Support (Slack)

Support Portal

–

Hours of Availability¹

–

9 x 5²

SEV 1	24 x 7
SEV 2	24 x 5
SEV 3	9 x 5

Initial Response Times³

Production Application Down

(SEV1)

–

2 Hr

1 Hr

Serious Degradation

(SEV2)

–

6 Hr

2 Hr

Moderate Impact

(SEV3)

–

1 Business Day

Limited Impact

(SEV4)

–

2 Business Days

Phone Support

–

SEV1 only

¹ Hours of Availability – Weekend coverage applies to only to Enterprise Support. Weekends start from Friday 17:00 CET (UTC+1) until Monday 8:00 CET (UTC+1).

² 9 x 5 Support – Hours of coverage include 8:00 – 17:00 for the Central European Time (CET) time zone.

³ Initial Response Times – Perfana will use commercially reasonable efforts to meet the target initial response time for the applicable severity level. Full descriptions of severity levels are below.

Support Includes

Identifying and creating needed bug reports
Incident Support – Identifying and troubleshooting problems in the system
Root cause analysis

Support Does Not Include

Customers without a valid maintenance agreement
Non-production versions of the software such as End of Life, Beta, Release Candidate or Development releases
Customized versions of Perfana products (customized = original product code has been modified)
Development questions or requests.
Third-party application integrations
Support for end-users (please see Knowledge Prerequisites)
Product training
Support in languages other than English and Dutch
Consultancy Services
- System & Performance tuning
- Deployment & Capacity Planning
- Implementation, Installation & Upgrade Services

Definition of Impact Levels

Impact Level	Definition
Severity Level 1 (SEV1)	Production application down or major malfunction affecting business and high number of staff
Severity Level 2 (SEV2)	Serious degradation of application performance or functionality
Severity Level 3 (SEV3)	Application issue that has a moderate impact to the business
Severity Level 4 (SEV4)	Issue or question with limited business impact

Supported Platforms

You can have confidence that our supported platforms are well tested and we will work to correct issues. Perfana will not provide assistance with configuration in unsupported environments.

See the page on Supported Platforms for detailed information on what platforms are supported with Perfana products.

Addressing Security Issues

We take security very serious. We have various controls and procedures in place to safeguard the security of our software.

Fixing Bugs

Perfana Support will help with workarounds and bug reporting
Critical bugs will generally be fixed in the next maintenance release
Non critical bugs will be scheduled according to a variety of considerations

* Critical priority is defined as: “production application down or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions.” This includes security issues.

End of Life Policy

Perfana supports major versions for two years after the first major iteration of that version was released (for example, we support Perfana 2.2.x for 2 years after Perfana 2.3.0 was released).

For versions that are supported, customers can raise issues via https://jira.perfana.io/servicedesk. If a bug is discovered, it will be prioritized based on our Bug Fixing Policy and may require you to upgrade to the version which includes the fix. For critical security bugs, please see our Security Bugfix Policy on which versions we will back port critical security fixes to.

Versions earlier than those listed below have reached End of Life (EOL).
Perfana does not provide support for instances on versions that have reached End of Life.
The only exception is for assistance related to upgrading from your EOL version to a supported version.

Eligibility and Software Maintenance

Software maintenance covers access to support and software product updates for the corresponding software license. Refer to the Perfana Software License Agreement for specific terms of agreement. After the active maintenance period expires, the software will continue to function, but you will no longer be able to access support or software updates (including security bug fixes). Note that free licenses include community support only.

Support is open to system administrators and account holders. End-users will be redirected to a system administrator.

See Perfana’s bug fixing and Perfana Security Bug Fix Policy policies for further discussion.

Knowledge Prerequisites

Administering Perfana products requires a baseline technical skill set, including but not limited to:

Familiarity with containerization concepts in general and Docker and Kubernetes specifically.

Customers are responsible for administering and upgrading their own installations. Perfana Support will provide guidance on how to do this, but we will not be able to provide step by step maintenance and installation.

Help with Unsupported Issues

Third-Party Product Integration

Perfana products interface with a variety of technologies. Front-end solutions like Web Servers (eg Apache HTTP Server), load balancers, single sign-on solutions (SSO), SSL certificates and LDAP repositories add functionality that is often critical to functioning of our products.

Perfana will endeavour to provide documentation for integration with these 3rd party applications but does not provide support for 3rd party applications. We are unable to provide support when a failure in a 3rd party application occurs.

Third-Party Cloud Environments

Perfana Server products can be deployed in a variety of 3rd party public cloud environments such as Amazon Web Services (AWS), or Microsoft Azure. These environments can offer such services as dedicated image storage, caching mechanisms, load balancers, auto scaling, and network configuration which all add functionality that is often critical to the functioning of our products.

Perfana will endeavour to provide documentation for utilising these 3rd party environments and services but does not provide support for these 3rd party environments and services themselves. We are also unable to provide support when a failure in a 3rd party environment or service occurs.

We recommended consulting our documentation regarding the minimum resource sizing of 3rd party cloud environments and services running Perfana applications as ample provisioning can guarantee the best customer experience. In cases where Perfana has provided deployment templates for 3rd party cloud environments and services we will endeavour to troubleshoot the template is functioning as intended. If such templates are altered and used differently to those Perfana has provided, Perfana Support may not be able to provide support for these alterations.

Beta and Development Releases

Perfana does not offer support for milestone or beta releases, but we do on occasion provide development releases. These will be tracked with the terminology ‘SNAPSHOT’ in the version title.

Databases and Application Servers

Web Server software and Databases are an integral part of our solution; without them Perfana software cannot function. As part of our offering, we provide open-source implementations delivered as packaged and preconfigured Docker containers. We provide integration instructions for getting our products to work on supported platforms, however we do not support configurations that differ from the procedures described in our product documentation.