Frequently asked questions about OpenNMS support.
What is the support for SDN or NFV?
We have integration with OpenDaylight and will soon complete the project for Cisco ACI. NFV is on our roadmap.
How can I help with my support issue?
Provide as much detail about your problem to help us understand what the actual issue might be and assess the area of the application that is causing the issue. When possible, include the following in your ticket: OpenNMS logs that may have been created Configuration files The severity of the [...]
What are your support response SLAs?
Initial response (Time to acknowledge the receipt of a support ticket and assign it to a support agent.) Severity Essential Premier Premier+ 24/7 (Urgent tickets only) Urgent 4 hrs 2 hrs 1 hr 15 min High 24 hrs 24 hrs 4 hrs N/A Medium 48 hrs 48 hrs [...]
What are your support hours?
Our support hours are 7 a.m. to 7 p.m. EST Monday-Friday. 24/7 emergency support is also available as an add-on. Examples: If the Client has a 24/7 support contract and opens an urgent ticket because of application failure outside of the regular 7 a.m. - 7 p.m. EST hours, then [...]
What happens after I create a support ticket?
Once you've opened your ticket, we do the following to make sure we consistently deliver high-quality support: All new tickets are assigned directly to OpenNMS technical support engineers. Based on the situation and the severity, our team of support engineers will contact you within our committed response times. Available 7 [...]
How do I follow up on my ticket?
Stay on top of tickets by monitoring and responding to activity and updates in our ticketing tool at https://support.opennms.com.
Do you offer consulting services?
The OpenNMS Group is committed to providing outstanding and timely help for all of our support customers. In addition to helping our customers via support, we also offer dedicated consulting for more complex or time-intensive engagements. You can purchase consulting engagements in blocks of hours. Our dedicated OpenNMS SME consultants [...]
What is the difference between support and maintenance?
Almost all commercial software licenses include costs associated with maintenance on the license and support of the software. Maintenance is what's required to keep software updated to the latest version and get patch updates. Support is what's generally required for asking questions and getting SLAs on bug reports and fixes [...]
Where can I get community support?
After more than 20 years of open source development, the OpenNMS project has attracted a large community of active users. While you can count on us for high-quality support and committed response times, we also encourage you to be involved in our open source community—a rich source of information and [...]
