1 Invest in your business with Ubuntu Advantage. Expert advice. Specialist tools. Dedicated support.
2 Introducing Ubuntu Advantage Contents 02 Introducing Ubuntu Advantage 03 Ubuntu Advantage 04 - Landscape systems management 06 - Comprehensive support 07 - Legal assurance 07 - Knowledge 08 Server 10 Cloud 10 - Landscape cloud management 10 - Cloud support 10 - Knowledge transfer 12 Desktop 14 Additional services 14 - Landscape Dedicated Server 14 - Premium Service Engineer 15 Support systems 15 - Severity levels 15 - Entitled systems 16 Support collaboration 17 Support workflow 18 Ubuntu releases and support Open source is playing an increasingly important role in business IT. The flexibility, efficiency and power of opensource tools and systems are critical parts of the puzzle for a growing number of businesses, large and small. Ubuntu is used globally by organisations that trust its security, reliability and performance as part of their critical infrastructure. Ubuntu Advantage gives you the tools and access to expertise to make the most of Ubuntu in your business. Included in the subscription is the Landscape systems management tool, which can help you run your systems more efficiently. It simplifies manual and repetitive administration tasks, and offers all the systems management and monitoring capabilities to easily manage your physical, virtual and cloud machines through a single, easy-to-use web interface. Ubuntu Advantage also gives you access to expertise and service guarantees to implement Ubuntu with ease and success. Our Linux experts provide the skills and knowledge that business users can depend on to resolve the most difficult problems. It also includes legal assurance so that you can deploy Ubuntu without complex legal concerns. If you have any questions or comments, we d love to hear from you. You can contact us at enterprise-services. 02
3 Ubuntu Advantage Services Guide Ubuntu Advantage Landscape systems management Ubuntu Advantage includes the Landscape systems management and monitoring service to help you manage multiple Ubuntu machines (physical, virtual and cloud) as easily as one through a simple web-based interface. It provides powerful, automated systems administration tools to manage, monitor and provision packages across multiple machines. Ubuntu Advantage is your gateway to saving time and money in your business. It gives you online tools to help you run multiple Ubuntu machines with less effort and access to experts to rapidly resolve any issues. Available for the desktop, server and cloud, Ubuntu Advantage provides the following: Each managed system connects to, and securely exchanges information about, packages and system operational parameters with the Landscape server. Package updates are downloaded directly from either the Ubuntu public repository or your own private package repository. Because Landscape is web-based, it is easy to set up and use and requires no special hardware or specialised skills to operate. Each Ubuntu Advantage subscription allows you to register one physical machine to the hosted Landscape service. Landscape systems management offers systems management and monitoring tools for physical, virtual and cloud machines. Comprehensive support gives you direct access to technical support engineers to quickly rectify any problems with your Ubuntu systems. Legal assurance provides legal indemnification for claims of intellectual property (IP) infringements. Knowledge gives you access to definitive and exclusive knowledge for running Ubuntu according to best practices. Figure 1 Each managed system connects to and securely exchanges information about packages and system operational parameters with the Landscape server. Package updates are downloaded directly from either the Ubuntu public repository or your own private package repository. Landscape is available in two versions: a hosted service managed by Canonical or the Dedicated Server Edition that gives you complete control over your environment
4 Ubuntu Advantage Services Guide Landscape features Comprehensive support Category Package management Automation Systems monitoring Features Package profiles: Define sets of packages for common profiles such as sales desktop or web server. Package profiles build on Ubuntu s package management features to allow easy automated configuration of managed computers. Group machines to match your needs: not all machines need to form a single group. You can split machines into multiple groups for different requirements but all can be administered through a single interface. Scheduling: schedule scripts and package updates in advance so you can implement changes to your systems during maintenance windows. Release upgrades: remotely upgrade the version of Ubuntu from one standard release to the next or from one long term support (LTS) release drectly to the next LTS release. Administrator delegation: group your systems to meet your needs then assign permissions to different administrators as necessary. Manage packages across the network: see a package inventory for each computer and allow administrators to install, upgrade or remove packages from one or more computers. Integrate custom repositories: configure Landscape to securely update systems from your own private package repository or from the public Ubuntu package repository. Support disconnected systems: systems that are disconnected from the network will be properly handled when they next get online. Create scripts that automate routine work such as: starting and stopping services performing backups profiling hardware Customise trend information: customise the display of the parameters that you need to know. System info tool: update the status of your system information at sign-in without having to look for it. Hardware inventory: maintain a detailed hardware inventory through an easy-to-understand hardware information display. Simplify security audits: access detailed history logs which display actions performed by all administrators. Auditing: Landscape stores information about operations performed by all administrators and eases the process of auditing for security or other purposes. Activity information provides administrators insight into the changes going on around them. The Global Support & Services (GSS) team was set up to provide outstanding support for Ubuntu business users. We provide around-the-clock coverage for Ubuntu deployments all over the world from our support centre. Our distribution engineers provide backup to the support team ensuring that even the most complex issues can be resolved. Engineers are based around the world in a range of time zones ensuring that we can provide 24/7 coverage for the toughest engineering issues. Canonical engineers are the primary maintainers of the core packages in Ubuntu, which means that Canonical can provide enterpriselevel support. Key benefits Support for common applications We provide installation assistance and help you resolve issues with any of the thousands of applications that are included with Ubuntu, ensuring your business gets maximum productivity from your Ubuntu servers or desktops. Support for advanced technologies Ubuntu Advantage provides your business with support for complex configurations, including clustering and high-availability failover, as well as virtualisation on Ubuntu servers and desktops. It also offers support from industry experts for the latest technologies such as cloud computing. Ubuntu Advantage helps you deploy a fully supported cloud platform, ensuring that any issues you encounter can be swiftly resolved. support portal You speak directly with our technical support engineers when you phone GSS, ensuring you receive help from someone who has first-hand knowledge of how to resolve your issue. All support issues are tracked through Canonical s online support portal, which allows you to see the progress of submitted cases in real time. The portal enables both you and Canonical s support engineers to view opened and closed cases in a single location for more rapid issue resolution. Problem resolution Support engineers in the GSS team are industry experts who can resolve your issues with speed and certainty. As Canonical is the distributor of Ubuntu, we have the in-depth platform expertise to solve difficult issues that may arise. Flexible service Ubuntu Advantage offers different service levels so that you can choose the level of support that is right for your workload. It gives you the flexibility to receive a higher level of support for complex configurations such as virtual private networks and cloud computing, as well as standard support for common workloads such as file and print serving. Cloud management Start, stop, manage and monitor cloud systems from within Landscape, alongside your physical systems. Manage public and private cloud systems on Amazon EC2 and those based on Eucalyptus
5 Ubuntu Advantage Services Guide Legal assurance The Ubuntu Assurance Programme, included in Ubuntu Advantage, covers your business for claims of intellectual property (IP) infringements arising from your use of Ubuntu. This offer is designed to safeguard your business and make deploying Ubuntu even easier. It provides the assurance that in the unlikely event of an IP issue in Ubuntu, Canonical will replace or modify the infringing portion of the software so that it becomes non-infringing, or obtain the rights for you to continue using the software. Should an IP claim be made against you for using Ubuntu, Canonical will assume the legal defence and cover the legal costs that are incurred. Terms and conditions apply. Knowledge Knowledge Base Ubuntu Advantage customers have exclusive access to the Canonical Knowledge Base. This gives you access to technical articles written and audited by Canonical s GSS senior engineers. The database provides you with a library of technical articles to solve common issues immediately without having to log a support case. Training credits Training credits are included with Ubuntu Advantage Desktop and Ubuntu Advantage Server. Credits are allocated according to the size of your order. They can be redeemed against any of the training products sold through the Canonical shop https://shop.canonical.com/. Please refer to the table below to determine which training credits you can qualify for. Minimum spend $1,360 $200 $2,975 $400 $5,100 $650 $10,000 $50,000 Key benefits Training credit 16 hour online course 16 hour online course Immediacy The Knowledge Base helps you find solutions to your problems faster by giving you a central repository and a single reference point for tried-and-tested solutions to common issues. Solution categories include technical articles on security, migration and networking. Best practices Our Knowledge Base and training courses help you reduce potential issues so you can run your Ubuntu systems according to best practices. We provide easy-to-follow guidelines to support you in the process of configuring and implementing specific workloads on Ubuntu. Skills transfer Quickly gain the skills necessary to confidently use and manage Ubuntu in your business so that you can see a quick return on your investment. The Ubuntu Certified Professional course will help you efficiently install and configure Ubuntu systems, maintain system security and configure network connectivity and key network services. Server There are three subscription levels for Ubuntu Advantage on the server: Essential: for basic server workloads including file and print, , network, web and application serving. Landscape systems management Package management Task automation Systems monitoring Support Installation Hardware setup Package and task selection Network infrastructure serving Applications Standard: for standard enterprise usage including integration into existing Windows infrastructure, virtualisation, and directory and authentication services. Advanced: for more advanced configurations such as high-availability failover and clustering. Server features Essential Standard Advanced Legal assurance Ubuntu Assurance Programme Knowledge Online Knowledge Base Windows integration Network/Automated installation Systems administration File serving Web serving Network serving Enterprise Java Virtualisation Kernel support Firewall configuration Updates and upgrades Package tools usage Server security Clustering Setting up package repositories 07 08
6 Ubuntu Advantage Services Guide Ubuntu Advantage Services Guide Service-level agreements Cloud The table below shows hours of coverage, support channels and response times. Server SLAs Essential Standard Advanced Hours of support Local business hours Local business hours 24/7 Number of cases Support channels Response times Severity 1 2 hours 1 hour Severity 2 Severity 3 Severity 4 4 business days Cloud is fast becoming an alternative solution to many traditional server platforms. Ubuntu Advantage gives you the necessary tools to help you make the most of cloud technology in Ubuntu. To successfully deploy and use an Ubuntu cloud, Ubuntu Advantage provides you with cloudmanagement tools, enterprise-level support, access to knowledge and legal assurance to deploy and manage your Ubuntu cloud platform with ease. Cloud support Ubuntu Advantage gives you the assurance of being able to contact an Ubuntu cloud expert in GSS who can quickly resolve any issues you encounter. They will help you maintain the same high IT service levels for your Ubuntu private cloud as expected by your business with more traditional platforms. Landscape cloud management Knowledge transfer Landscape allows you to start, stop, manage and monitor your Ubuntu private cloud, as well as Ubuntu machine images on public clouds such as Amazon EC2. It is the only management platform that ensures that you can manage physical and cloud systems from the same console. With Landscape, you can provide behind-the-firewall IT resources to customers as they are needed, deploy resources outside the firewall or tap into an external cloud when additional resources are required. Through Ubuntu Advantage, you get access to cloud and Ubuntu platform experts who will help you realise the value of deploying new cloud technology. They will help you implement an Ubuntu cloud solution, enabling you to provide IT services to your business more effectively and efficiently. They also show you how to maintain your cloud platform so you can manage it easily and make the most of your IT resources. Number of technical contacts The table below shows how many people can submit support cases based on the server option covering your systems. Server options Technical contacts Essential 1 Standard 2 Advanced Package information 09 10
7 Ubuntu Advantage Services Guide Service-level agreements Desktop The table below shows hours of coverage, support channels and response times. There are two Ubuntu Advantage cloud options which are offered as additional services to Ubuntu Advantage Standard Server and Ubuntu Advantage Advanced Server. Both options include Landscape cloud management tools. Standard: purchased in addition to Ubuntu Advantage Standard Server, this option includes Landscape cloud management tools and local business hours support. Advanced: purchased in addition to Ubuntu Advantage Advanced Server, this option includes Landscape cloud management tools and 24/7 support. There are two Ubuntu Advantage options for the desktop: Standard: for general business use, including creating office documents, , calendaring and working with web applications. Advanced: for more complex desktop use, such as development work. The table below lists the features included in both services. Desktop features Standard Advanced Cloud SLAs Standard Advanced Landscape systems management Package management Hours of support Local business hours 24/7 Task automation Systems monitoring Number of cases Legal assurance Ubuntu Assurance Programme Support channels Knowledge Response times Online Knowledge Base Skills training credit Severity 1 2 hours 1 hour Support Network/automated installations Severity 2 Desktop security Severity 3 Certified applications Severity 4 Desktop virtualisation Developer tools Key benefits Cloud systems management Ubuntu Advantage Server options include the Landscape cloud management tools for you to simply and quickly manage your Ubuntu cloud platform. Access to expertise You receive 24/7 or business hours phone and online access to cloud technical experts to help you resolve issues quickly. Comprehensive support The Ubuntu Advantage Cloud add-on gives you complete coverage for your entire platform by providing support for all cloud instances on top of each physical node
8 Ubuntu Advantage Services Guide Service-level agreements The table below shows hours of coverage, support channels and response times. Desktop SLAs Standard Hours of coverage Local business hours Advanced Local business hours Additional services For customers that require behind-the-firewall systems management and a higher level of support, there are two additional services offered with Ubuntu Advantage Desktop, Server and Cloud. Number of cases Landscape Dedicated Server Support channels Response times The onsite Landscape Dedicated Server Edition allows you to run the Landscape systems management and monitoring service from behind your firewall. It offers all the features of the hosted service, but with the added security of running Landscape on your own site. Severity 1 4 business hours Premium Service Engineer Severity 2 Severity 3 The Premium Service Engineer (PSE) service provides an additional level of care for large enterprises. It gives you a named Ubuntu expert in the GSS team whose priority is your business needs. As a virtual member of your team, they know your IT environment and are on hand to resolve any disruptions in your environment or work on the most complex problems. Number of technical contacts The table below shows how many people can submit support cases based on the desktop option covering your systems. Key benefits Single point of contact Your PSE is a named contact who builds up knowledge of your environment and works closely with your team. With this knowledge, they can provide tailored solutions for your business and technical environment. Desktop options Technical contacts Direct access to expertise Each PSE is an expert in Ubuntu technologies and enterprise deployments. This means you have direct access to expert help as and when you need it. Standard 2 Advanced 3 Responsiveness PSEs have direct access to Ubuntu engineers and developers ensuring they can escalate and resolve problems quickly. Collaboration Your PSE will work closely with your team providing advice and expertise on Ubuntu technologies and best practices. This close collaboration ensures you get the most from your Ubuntu investment and reduces the number of issues you ll face by helping you to implement best-practice solutions. Regular communication Your PSE will ensure that you re aware of new Ubuntu developments and technologies. Additionally, they ll represent your needs and priorities to the Ubuntu development community. This means you ll be able to plan and deploy new capabilities as soon as they become available
9 Ubuntu Advantage Services Guide Support systems For all service options, a number of standard rules apply. These include the way that GSS will determine how serious a problem is, along with the system that is covered by the support service. Severity levels The severity level of an issue determines the priority that the issue receives from GSS. Severity is agreed between GSS and the customer by judging the impact of the issue on the customer s IT environment. Severity Level 1 Level 2 Level 3 Definition Entitled systems Core functionality not available Core functionality severely degraded Standard support request Responsibilities Continuous effort will be provided during the coverage hours by the appropriate support engineer(s) and/or development engineer(s) to produce a work-around. As soon as core functionality is available the severity level will be lowered to level 3 and a permanent resolution developed. Canonical will use reasonable efforts during coverage hours to produce a work-around. The support engineer will aim to produce a work-around that is sufficient to adjust the priority level to level 3 where a permanent resolution will be developed. Canonical will use reasonable efforts during the coverage hours to provide the customer with a work-around as soon as possible balanced against high severity-level cases. Having provided a work-around, Canonical s support support engineers will work on developing a permanent resolution to the case. Each Ubuntu Advantage subscription entitles you to receive support for a single physical machine on which either Ubuntu Desktop, Ubuntu Server or Ubuntu Enterprise Cloud is installed. Entitlements can be moved between machines as systems within the organisation change. For example, it is common to move an entitlement from an old system to a new system as part of an upgrade process. When you experience an issue, your first course of action should be to consult the Knowledge Base through the support portal. The Knowledge Base contains a range of documentation detailing issues and solutions that have been experienced by other users. If there is no appropriate solution, you can either enter the problem through the support portal ticketing system, or you can telephone GSS directly. Severity level 1 and level 2 issues should be reported by phone. Support Tier 1 Initial calls are handled by Tier 1 engineers who have been trained to handle basic configuration or usage issues. The engineer s first task is to verify the nature of the issue and the severity level of the problem. Having done so, they will work with you to undertake basic debugging and deliver an appropriate resolution. If the problem is beyond this tier s capability, it is escalated to the second tier. Support Tier 2 Tier 2 engineers have extensive Ubuntu experience and may be specialists in a particular domain of knowledge. Aside from escalated issues, this tier deals with complex problems where there are a range of subsystems involved. The engineer will work to recreate a complex problem and isolate it into a repeatable test case. In general, issues that involve advanced configuration are resolved at this level. Any resolved issue is then added to the Knowledge Base so you and other users will be able to resolve it in the future. Support Tier 3 An issue that moves through to the Tier 3 group has been isolated to a repeatable test case. The third tier works on any code changes that are necessary to resolve the problem for you. This generally involves developing and testing a custom patch for you and delivering this as a customer package. If this is successful, the engineer will work with the distribution developers to integrate the package into future releases of Ubuntu. Support collaboration It s often the case that a problem is not isolated to the operating system, physical hardware or the application itself. Complex issues often exist between the boundaries making it difficult and time-consuming to isolate and debug them. This can become more complex when a variety of vendors are involved. To ensure that our customers receive the highest level of support for these types of issues, we are members of the Technical Support Alliances Network (TSANet). With members such as IBM, HP, Dell, VMware and EMC, you are assured that multivendor issues will be co-ordinated and resolved. More information on TSANet is available at
10 Ubuntu releases and support New versions of Ubuntu are released every six months for both the desktop and server. The standard releases are maintained with critical fixes and security updates for 18 months. Every two years, a long-term support (LTS) release is issued, which is maintained for three years on the desktop and five years on the server. Ubuntu Desktop includes the core of Ubuntu with a graphical environment and common applications like Firefox, OpenOffice.org and Evolution . Ubuntu Server includes the core of Ubuntu, along with common server applications such as Apache, Samba and MySQL. GSS provides support for any release of Ubuntu that is still within its life-cycle, whether it s a standard or LTS release. Whenever you re ready to upgrade to the next release of Ubuntu, the support team is there to provide assistance should you have any problems or issues. All releases follow the same development process ensuring they reach the same high-quality standard. Each release also comes with security updates and commercial support from Canonical. This means you can choose the release that is most appropriate for you. 17
11 Choose Ubuntu Advantage for your business. Get in touch today: Canonical Limited Ubuntu, Kubuntu, Canonical and their associated logos are the registered trademarks of Canonical Ltd. All other trademarks are the properties of their respective owners. Any information referred to in this document may change without notice and Canonical will not be held responsible for any such changes.
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