Adam Herzog

Webinar FAQ: The Value of Docker Support and Subscription

Screenshot 2015-08-23 23.57.24At Docker, we believe that a vibrant commercial company and open source project can co-exist and in fact their mutual success is linked together. For those of you who have been with us since our open source beginnings, our first “value of support” webinar may have given you pause to think “hey, don’t try to sell me things” or “are you selling out?” However, software support is something that our users have been asking for as their use of Docker grows in their organization.

Our commercial solutions are built using the open source tool with packaging, support and maintenance to match the service levels that our users provide their own customers. Running a production environment is a complex mix of technology, process and people – all coordinating to keep their consumer experience with the application amazing. One piece of that is to have clear and defined ways to engage with companies (like Docker) for support, maintenance and validation of their operating environment. In this blog post, we once again rounded up all the great questions from the webinar to share with everyone.

We have more great webinar topics lined up! To attend future webinars, register here.

Also, all earlier webinars are recorded and viewable here.

 

banjotThe Value of Support and Subscription Webinar Q&A

Featuring our webinar speaker: Banjot Chanana, Senior Director, Products

 

What products are included in support today?

The Docker Subscription includes a registry service and Docker Engines. You can choose between Docker Hub (hosted) or Docker Trusted Registry (on-prem) for your registry. These two products are included in the subscription and are covered with Docker support.

 

Is the Docker Engine included in the subscription different than the open source one?

No. The very same Docker Engine that you know and love is what is included in the bundle. The packages are distributed differently so our support team can validate that you are a supported customer.

 

Is every Docker Engine version supported?

Currently the commercial support cadence for Docker Engine is every 6 months. The current supported release is Docker Engine 1.6.x and our next planned commercially supported Docker Engine (CS) is Docker 1.9. Each release is supported for 12 months with patches and updates as required. Having a long supported releases can be useful in your operational planning. Read more about the maintenance lifecycle here.

 

Where do I file bugs? On GitHub or somewhere else?

As a commercially supported customer, you can file issues/bugs directly to support (email or phone) or by logging into your support portal. A support engineer will respond within your SLA window regarding your issue. All communication is private between you and Docker.  For some organizations, they may not want to have details about their application environment available for anyone to read.

 

Besides getting into a priority queue for bugs, what else do I get with support?

In addition to the private communications channel and the dedicated support engineers with committed service levels, having a support contract with Docker provides support not only for the Docker software but for that software to run in your operating environment. Our team has tested and validated the components in the total operating environment and are committed to supporting you within that supported configuration. Check out the compatibility matrix here.

 

Is there an open source download for Docker Trusted Registry and Docker Hub?

No. Docker Trusted Registry and Docker Hub are solutions that Docker has built using the open source registry, but have done additional engineering work to do things like add additional features, GUI, integrations and in the case of Docker Hub – even host the infrastructure.

 

Do you plan to expand support to include more Docker tools?

Yes. Today commercial support is provided for Docker Engine, Docker Trusted Registry and Docker Hub. However we aim to provide the option of commercial support across the entire Docker toolset over time.

 

What kind of support tiers are available?

Support is available with a best effort, 12 hour or 24 hour coverage with response times that vary depending on the severity of the issue filed. Read more details on our support page.

 

Email Support Business Day Support Business Critical Support
Hours n/a 6am – 6pm Mon-Fri 24 x 7 x 365 for P1
Email Y Y Y
Phone Y Y
Support Portal Y Y Y
Max # contacts 1 4 8
Response Times

P1

P2

P3

best effort

 

2 business hours (email)

4 business hours

12 business hours

2 business hours (phone)

4 business hours

12 business hours

 

How do I get support?

Support is included as part of the Docker Subscription bundle. View the plans here.

 

Do I have to choose the same support level for my entire environment or can I mix and match?

You can have different support levels within your organization. For example your production environment may be on Business Critical Support level while your CI environment has Business Day Support. Although you are able to mix and match, you will need to keep the hosts physically separated based on the level of support.

 

Do you plan to expand the supported platforms, etc in your compatibility matrix? For example, we use a lot of SUSE in our environment.

Yes in the future we plan to expand the number of host operating systems that are supported. Our product team is always available to listen to you about how you are currently using or plan to use Docker and gather your requirements. 

 

Do I get support if I am using the 30 day evaluation?

The 30 day evaluation comes with community support facilitated by the Discussion Forums. Direct 1:1 interaction with a support engineer is available with Email, Business Day or Business Critical packages.

 

Thanks for joining us for the webinar and see you online again soon.

Here are some resources to learn more:

• Register for a free 30 day trial
• Get the details around Docker Support
• Read more about the Docker Subscription

 


 

 Learn More about Docker

 

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Adam Herzog

Webinar FAQ: The Value of Docker Support and Subscription


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