Support for CentOS on Azure

Our support for CentOS on Azure provides expert support, consulting, and education to understand and troubleshoot issues on this platform. Backed by Tier 4 open source architects, our vendor-neutral, unbiased support covers hundreds of open source packages used in mission-critical production environments - all available with one phone call.

Support options

Find the support option that suits your organization's needs:

Silver Support Gold Support
Hours 12x5 coverage
8am-8pm US ET (UTC-5)
24x7 coverage
(around the clock)
Problem submission Phone / online Phone / online
Initial response time 4 hours 1 hour (Severity Levels 1 & 2)

Technical support process

Issues reported to support are immediately entered into our tracking system and assigned to an open source architect that follows the reported problem from initial entry through the resolution process to final closure. This provides you with a seamless, single point of contact for diagnosis, analysis, and resolution, ensuring your issue is resolved quickly and efficiently.

Our architects have many resources available to them to efficiently resolve issues. For example, they have access to the highly qualified OpenLogic developers, who can provide advanced diagnostic analysis capabilities and expert open source assistance.

Request a Quote for CentOS on Azure Support

Types of issues

Our architects can help with a variety of issues with open source packages, including how-to questions, configuration issues, and bugs.

We also work with the relevant open source communities to resolve bugs or defects and contribute those changes back for inclusion in future releases. However, due to the nature of open source development, there is no guarantee that the open source communities will accept bug fixes.

Support covers open source packages, but does not cover support for the Azure infrastructure itself.

Severity of issues

Issues reported to our technical support team are prioritized into three levels of severity:

Severity 1 - An error that severely affects the overall performance of the software function or process and production operations are affected, i.e. the system is down.

Severity 2 - An error that materially affects the overall performance of the software function or process resulting in noticeably impaired performance, but business operations can continue and results are accurate.

Severity 3 - An issue that occurs in a non-production environment (QA, test, development) or general production requests that do not affect operations.

Service levels for Silver Support

Severity level Initial response Workaround
Severity 1 4 hours 5 business days
Severity 2 4 hours 30 business days
Severity 3 4 hours 30 business days

Service levels for Gold Support

Severity level Initial response Workaround
Severity 1 1 hour 72 hours
Severity 2 1 hour 5 business days
Severity 3 4 hours 30 business days

Confidentiality and privacy

For most enterprise environments, detailed information regarding IT assets and infrastructure is protected in order to provide security and guard critical competitive advantages. Exposing this sensitive information through participation in open source community mailing lists can reveal vital details about what open source packages are used, how packages are used, and what issues have been encountered.

We protect client information and guarantee confidential and private technical support. As a conduit to the open source community, OpenLogic acts on behalf of its clients while keeping sensitive information private. 

To view our full CentOS Support Service Agreement for Windows Azure click here.

Learn more about our capabilities.