On Thu, Jul 23, 2015 at 7:37 PM, Orlando Sánchez < [email protected]> wrote:
> Hello Everybody, > > I am sorry for the off topic but I am not sure where could I get > information about the following. We have a cloudstack infrastructure in our > company running 4.1, unfortunately our senior engineer left and we need > external support to help us with level 3 support. Is there any company who > could provide us this service? > > Again I am sorry for the off topic, I hope anybody could help us. > > We have support agreements with at least two rather big CloudStack players, and I just want to say that small companies does not have to be a bad thing. Things to consider: - Location of support: Most companies can provide 24/7 support availability, but you should prefer someone that has native work hours at approximately the same time as you. Using someone that has working hours when you normally sleep means you have to rely on their night shift when you're usually working. - Size: Large companies often have multiple tiers of support personnel, which means you might end up waiting for escalations to get your case to someone that knows more. This easily becomes frustrating. You'll also want to make sure that the company is not heavily dependent on a few critical persons - that can easily become a problem in case of sickness, traveling, change of jobs etc. - Community involvement: ACS is built by a lot of persons/companies, and your support partner might not be able to solve it all by themselves. You want to use someone who is actively involved with the community to ensure they can pull the right strings if they need assistance. Ask for names by the sales rep. and check the git log/mailling list/forums etc. to verify their involvement. -- Erik >
