XtremeCloud Support Policy

Overview

Eupraxia Labs offers services for each major release of XtremeCloud applications with designated support policies. This article outlines the support policies relevant to XtremeCloud applications applicable to a base entitlement or subscription level.

Details

XtremeCloud applications will be supported subject to the Eupraxia Labs Production Scope of Coverage, Service Level Agreement and XtremeCloud Life Cycle.

In practice, this means that Eupraxia Labs will assist a customer with the setup and administration of XtremeCloud applications, including deployment and configuration as well as other documented administrative-type tasks. The Eupraxia Labs Support Team does not offer development support, through the Eupraxia Labs Customer Support Portal for XtremeCloud applications. Professional Services are available to install, configure, extend, or enhance Xtremecloud applications or supporting services.

Third-Party Hardware and Software Policy

XtremeCloud applications rely on data storage, database, and database cache as external components to operate properly or accelerate performance. This provides customers with the flexibility to choose which technologies are best suited to their deployment architecture or established infrastructure. XtremeCloud interoperates with a wide range of technologies which are outlined in our product documentation. In addition to this, Eupraxia Labs publishes a XtremeCloud Certification Matrix.

Eupraxia Labs provides support for a XtremeCloud deployments using these components. However, Eupraxia Labs does not provide direct support for these components when sourced from third-party vendors. In order to isolate issues, Eupraxia Labs will assist customers with problem analysis, to determine if the issue is related to third-party components. More information can be found in the Eupraxia Labs Third-Party Support Policy.

XtremeCloud Application Container Support Policy

XtremeCloud applications ship as Docker images, which are downloaded with pull secrets from the Eupraxia Labs Image Catalog (ELIC). The ELIC is located at Quay.io. Eupraxia Labs provides the Kubernetes artifacts (resource manifests) and Helm Charts required to manage these containers, as part of an orchestrated stack on certified Kubernetes clusters.

XtremeCloud applications are tested, qualified, and supported exclusively on a Eupraxia Labs container stack. Use of XtremeCloud applications on a non-Eupraxia Labs container stack is an unsupported configuration. Compatibility testing of alternative container runtimes or distributions is not carried out by Eupraxia Labs. Per the Third-party Support Policy and Container Support Policy, Eupraxia Labs provides commercially-reasonable support to isolate issues. For scenarios where it is suspected that issues are caused by the use of uncertified components in the container stack, customers will be expected to open a case with any other relevant vendors directly. More information can be found in the Container Support Policy and the Third-party Support Policy.