Information
Communication Methods
- Armory ServiceDesk Platform at support.armory.io
- Slack for informal communications (a Slack message will not trigger our alerting system for Priority 0 cases; hence we recommend defaulting to issue submission via the Armory ServiceDesk).
Phone Support
Issue Creation
We highly suggest enabling Armory Diagnostics. This allows our team to gather information about the current state of your environment and allows us to skip a few steps in our initial investigation, allowing for a quicker resolution. Customers can also use and implement the Armory Support Bundle within their environment to provide the Customer's current configuration of their Spinnaker environment to the Support Team.
- Support Portal User Registration
- Password Resets
- Creating Cases and Case Management in Service Now
- Creating Change Requests in ServiceNow
- ServiceNow Service Portal Customer Administrators
- Technical Support Case Statuses
- Case Escalations
- Critical Notifications Mailing List
Armory CD-as-a-Service Support (Hours of Operation/SLAs/Procedures)
Customers looking for Armory Continuous Delivery as a Service support can find more information in the following KB article.
Product Feedback & Feature Requests
Populating the mandatory information will ensure that the request is prioritized properly. Customers are welcome to follow up with their Customer Success Manager on the status of the feedback/request at any time.
Support Plans, Hours and SLAs
Armory offers the following Support Plans:
Armory Essential Support for OSS - Introduced July 2022
Armory Continuous Deployment Self-Hosted Support - formerly Armory Enterprise Support
Armory Global Premium Support - formerly Armory Premium Support
Armory Continuous Deployment Managed Support - formerly Armory Managed Spinnaker Support - Based on Support Package Customer has purchased
SLA Matrix - Armory Essential Support for OSS Cases
Support Case Priority
|
Response Time SLA
|
Schedule
|
Target Resolution Time
|
Definition
|
Example Case
|
P0 - Critical (Outage)
|
1 Hour
| 11 x 5 Business Hours (EST/PST) |
ASAP
| Critical - Production instance is unavailable or unusable. No workaround/rollback. Support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours. | Spinnaker Production Server is showing 5xx errors for all users. |
P1 - High
|
12 Hours
|
11 x 5 Business Hours (EST/PST)
|
1 Week
|
Production instance features are functionally impaired with no acceptable workaround/rollback.
|
Pipelines are triggering errors and not completing successfully. The continuous delivery cycle is severely impacted.
|
P2 - Medium
|
32 Hours
|
11 x 5 Business Hours (EST/PST)
|
Best Effort
|
Any issue affecting the Production or Dev instances that is non-critical and non-time-sensitive.
|
A bug impacts the Spinnaker instance, but a workaround is available, and business resumes as usual.
|
P3 - Low
|
48 Hours
|
11 x 5 Business Hours (EST/PST)
|
Best Effort
|
Questions or clarifications around features/docs, etc. No immediate impact to the business.
|
Inquiries about configurations, How to requests, or non-production issues.
|
- Armory offers 11 Business Hours x 5 days a week Support based on the SLA agreements listed above.
- SLAs for First Response is based on the priority of the case. We will prioritize resolution based on how severe the impact is. Our focus will always go to the highest priority cases.
- Business Hours are defined as 8 hours between 9 am-8 pm EST / 6 am-5 pm PST.
- The SLA times listed in Response Time SLA are when customers can expect the first human response and acknowledgment of the case.
- Armory Technical Support will make the best effort to resolve any issues as soon as possible. However, the Resolution Time SLAs are not considered an expected time-to-resolution.
- For organizations interested in Essential Support, please contact Armory and we can discuss how to customize the offering to meet your needs and future roadmap.
SLA Matrix - Armory CD Self-Hosted Support Cases
Support Case Priority
|
Response Time SLA
|
Schedule
|
Target Resolution Time
|
Definition
|
Example Case
|
P0 - Critical (Outage)
|
1 Hour
|
24 x 7
|
ASAP
|
Critical - The Armory Production instance is unavailable or unusable. No workaround/rollback. Support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours.
|
Cannot log into the Armory Production instance. Armory Production is showing 5xx errors for all users.
|
P1 - High
|
8 Hours
|
11 x 5 Business Hours (EST/PST)
|
3 Business Days
|
Armory Production instance features are functionally impaired with no acceptable workaround/rollback.
|
Pipelines are triggering errors and not completing successfully. The continuous delivery cycle is severely impacted.
|
P2 - Medium
|
24 Hours
|
11 x 5 Business Hours (EST/PST)
|
Best Effort
|
Any issue affecting the Armory instance which is non-critical and non-time-sensitive.
|
A bug impacts the Armory instance, but a workaround is available, and business resumes as usual.
|
P3 - Low
|
48 Hours
|
11 x 5 Business Hours (EST/PST)
|
Best Effort
|
Questions or clarifications around features/docs, etc. No immediate impact to the business.
|
Customer wants to inquire about a product feature request.
|
- Armory offers 11 Business Hours x 5 days a week Support (24x7 for P0s) based on the SLA agreements listed above.
- Business Hours are defined as between 9 AM - 8 PM EST / 6 AM - 5 PM PST.
- The SLA times listed in Response Time SLA are when customers can expect the first human response and acknowledgment of the case.
- Armory Technical Support will make the best effort to resolve any issues as soon as possible. However, the Resolution Time SLAs are not considered an expected time-to-resolution.
SLA Matrix - Armory Global Premium Support Cases
Support Case Priority
|
Response Time SLA
|
Schedule
|
Target Resolution Time
|
Definition
|
Example Case
|
P0 - Critical (Outage)
|
30 Min
|
24 x 7
|
ASAP
|
Critical - The Armory Production instance is unavailable or unusable. No workaround/rollback. Support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours.
|
Cannot log into the Armory Production instance. Armory Production is showing 5xx errors for all users.
|
P1 - High
|
4 Hours
|
24 x 5 Business Hours
|
3 Business Days
|
Armory Production instance features are functionally impaired with no acceptable workaround/rollback.
|
Pipelines are triggering errors and not completing successfully. The continuous delivery cycle is severely impacted.
|
P2 - Medium
|
12 Hours
|
24 x 5 Business Hours
|
Best Effort
|
Any issue affecting the Armory instance which is non-critical and non-time-sensitive.
|
A bug impacts the Armory instance, but a workaround is available, and business resumes as usual.
|
P3 - Low
|
24 Hours
|
24 x 5 Business Hours
|
Best Effort
|
Questions or clarifications around features/docs, etc. No immediate impact to the business.
|
Customer wants to inquire about a product feature request.
|
- Armory offers 24 Business Hours x 5 days a week Support (24x7 for P0s) based on the SLA agreements listed above.
- Business Hours are defined as 7 PM Sunday EST/4 PM Sunday PST - 8 PM Friday EST / 5 PM Friday PST
- The SLA times listed in Response Time SLA are when customers can expect the first human response and acknowledgment of the case.
- Armory Technical Support will make the best effort to resolve any issues as soon as possible. However, the Resolution Time SLAs are not considered an expected time-to-resolution.
Armory Continous Deployment - Managed: High Availability and Disaster Recovery SLA Information
For information on Armory Continous Deployment Managed environments and High Availability and Disaster Recovery SLA information, please visit the following Knowledge Article:
https://support.armory.io/support?id=kb_article&sysparm_article=KB0010626
How is Priority Determined during Case Creation?
Environment
- Production
- Non-Production
Impact
- Minor
- Moderate
- Significant
- Critical (Outage)
Workaround/Rollback Available
- Yes
- No
Escalation Policies
- For cases requiring an increase in status to a P0 (Production System, Critical outage) status, please use the following documentation to contact our Support Team.
- For cases requiring an increase/escalated response that are not P0 incidences, please follow our Case Escalations Procedure